BPA Featured Article

It is Imperative to Your Call Center to 3rd Party Remotely Monitor Your Call Center Agent's Performance

By David Sims, TMCnet Contributing Editor
October 13, 2011

Yes, it is necessary to implement 3rd party remote call monitoring within any call center to accurately monitor your call center agent’s performance. There you go. Next question?

Officials of BPA, which is in the 3rd party remote call monitoring industry, recommend that you should utilizing these programs “no less than twice a week for basic monitoring and analysis.” In fact, they say, to really get the most out of your program, “Your agents should receive some kind of feedback on their performance on a daily basis.”

Why you ask? Because, as BPA officials say, constant reinforcement of the quality aspect of your call activities “is paramount to their ability to become the agent you need them to be.”

You may have heard of the Hawthorne Effect? Basically, what it says is that if somebody knows they’re being studied their performance changes.

Humans in general will perform at a higher level if they think someone is keeping track of them, BPA officials say, adding that “It is scientifically proven that call center agents will perform at a higher level if they know you are listening to them.”

If this by itself isn’t enough of a reason to be monitoring your agents, there are more. First are lower call volumes. For every call you can eliminate, you won’t have to spend the money on that contact: “This will require fewer agents, less management, less telephony, and less infrastructure.” Second are lower call times.  This reduces cost in all the same areas— “If your agents are dealing with the customers effectively and efficiently, your call time will drop and save you money.” Third is first call resolution. It is crucial for call center agents to be able to resolve customer’s problems the first time they call. Fourth is sales/retention effectiveness. There are contact centers with motivated agents, where the effectiveness of their sales and retention agents have a significant impact on the financial status of the company. Fifth is customer satisfaction. Although this is the hardest to quantify with ROI numbers, it’s the most important one of all.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jamie Epstein