BPA Featured Article

BPA's 3rd Party Remote Call Monitoring is Only as Good as Your Training

By Susan J. Campbell, TMCnet Contributing Editor
October 24, 2011

Can you put much faith in your 3rd party remote call monitoring efforts if you don’t have the right training in place to equip your agents for performance in the first place? Fortunately, 3rd party remote call monitoring provider BPA offers extensive training services to help make your monitoring efforts more effective. 

As captured on this BPA page, a full range of call center training solutions that better equip the call center as a whole to embrace the current challenges within dynamic markets is BPABuilder. Training is one offering by the 3rd party remote call monitoring provider, demonstrating an effective way to enable the entire organization to understand and to the embrace the goals of the quality program. 

3rd party remote call monitoring customers who have already taken advantage of the BPABuilder training program have reported significant returns from their investments. These returns include faster absorption of the quality program, an improved understanding of the quality goals and a higher return on their overall quality monitoring investment. 

The quality program focuses on specific areas necessary to build, repair and maintain a monitoring program that will create a quality customer experience. BPA outlines specific 3rd party remote call monitoring initiatives to achieve this quality, including knowing what to look for, observing accurately, and providing feedback information effectively. 

Coaching builds on the same premise of the quality system training, although the BPA training program focuses on the how, what and when of effective agent coaching sessions in an effort to encourage and promote effective, positive and fun coaching sessions that encourage agents to ask for additional feedback from 3rd party remote call monitoring efforts. 

Training the trainer is another focus for BPA as it helps managers and trainers to gain the invaluable techniques and styles needed to be an effective trainer. This 3rd party remote call monitoring training can be delivered on site or remotely from BPA locations. Training techniques include basic training to fully developed training programs, specific to the individual’s training needs. 

Agent skill-set training is also available from this 3rd party remote call monitoring provider. BPA trainers will help agents become best in class in their respective disciplines. Out of the box solutions for the team are also available, or you can integrate BPA methods within your unique culture. Too often, those within the call center environment who are promoted to supervisor or manager roles find themselves just “winging it”. That can create a stressful environment for managing great interactions with agents to improve performance. BPA offers quality programs that help you avoid these challenges and focus on a clear strategy for improvement.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jamie Epstein