BPA Featured Article

Reasons to Outsource Your 3rd Party Remote Call Monitoring

By Jamie Epstein, TMCnet Web Editor
October 13, 2011

A commonly asked question by customers of BPA Quality, a provider of 3rd party remote call monitoring solutions, is why they should seriously consider outsourcing quality call monitoring when they already possess a designated team that can complete the task. The company offers customers the same answer every time—that it is a way to conduct completely unbiased evaluations while cutting costs.

A recent blog entry written by Karyn Dupree of BPA Quality reveals that although you may have heard this response before, outsourcing 3rd party remote call monitoring to BPA Quality can enable your call center to see multiple benefits.

BPA Quality already possesses the key tools crucial to providing quality assessments, focuses on providing high quality and assisting QA Experts through training, offers its own IT Support, does all of its own recruitment and upgrades and enhances tools at no additional cost to customers.

In addition, when customers decide to go with this company they can receive a fixed rate based on how many audits they require, increased scalability is easily accessible, and a high degree of security and privacy is easily attainable through the specific businesses PCI (News - Alert) certification.

Never again will you have to worry about how negative consequences will affect your 3rd party remote call monitoring process such as turnover, office equipment depreciation, updating computers, hardware or software maintenance, telecommunication costs or the need for technology enhancements or replacements, as all of this is taken care of you by BPA at an extremely cost effective price.

In related industry news, TMCnet reported that although the idea of call monitoring in the call center is not a new one, 3rd party remote call monitoring can play a pivotal role in your overall company strategy that can propel your business forward into success.

A BPA white paper entitled, “Why Quality Monitoring is Important for your Call Center”, highlights the immense power of 3rd party remote call monitoring and how it can positively affect the quality of service delivered by your call center. The primary reason behind call monitoring, according to the paper is to accurately measure the degree of quality that is provided through interactions with either prospective or existing customers. If the assessments happen to reveal that the quality offered by agents is not up to par, specific examples can be easily pinpointed through 3rd party remote call monitoring that are in need of change.

Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Carrie Schmelkin