BPA Featured Article

The Benefits of Outsourced Call Monitoring

By Stefania Viscusi, Assignment Desk Editor
December 17, 2007

As call recording is becoming even more significant for success, businesses are realizing that simply recording their interactions and maybe monitoring their quality is not enough.
In today's competitive business world, taking call recording even further can help businesses to achieve success.
For most busy managers and supervisors, finding the time and resources to dedicate to this need, is especially difficult. To give quality monitoring the attention it needs, many businesses are now realizing outsourcing the activity to professionals skilled in listening to and analyzing the calls can get the most out of their call recording investments.

BPA International offers 3rd party remote call monitoring that is objective and impartial.

This type of monitoring in the call center offers the ability for managers and supervisors to check an agents performance and see where training is needed as well as see areas where change can bring improvement to the overall contact center.
3rd Party Remote Call Monitoring from BPA International includes services that range from analyzing calls that have already been recorded on a clients recording system to recording calls remotely in their research center. Calls are scored by an experienced team of researchers and the results can be easily accessed though the Web.
BPA was  recently recognized for their outstanding contributions in advancing employment opportunities for persons with disabilities.
"We have found that this provides us with an additional pool of recruitment resources and have had tremendous success as these individuals often display superior listening and analytical skills," BPA International told TMCnet about their award win.
For more, be sure to visit BPA's 3rd Party Remote Call Monitoring channel on TMCnet
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
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