BPA Featured Article

3rd Party Call Monitoring Provider BPA Quality Joins Jobs4America Coalition

By Rajani Baburajan, TMCnet Contributor
November 29, 2011

BPA Quality, a global contact center quality services provider offering services such as 3rd party remote call monitoring, mystery calling, mystery shopping and performance management has begun working with Jobs4America Coalition, an organization that is made up of business leaders who are working tirelessly in an effort to bring jobs back to America.

As part of their effort, BPA Quality has opened an office in Carle Place, NY which will help customers “move the barometer of performance from poor to average to outstanding customer service,” according to a press release.

Currently, Jobs4America Coalition members are working together to generate thousands of American call center jobs. Their efforts will help the millions of Americans who are looking for work as well as help to expand new broadband enabled technologies that are forever transforming the way contact centers work.

Research shows that many call centers managers simply don’t have the time needed to listen to calls that have previously been recorded. 3rd party remote call monitoring addresses this issue as calls can be immediately scored by an experienced team of researchers, allowing the results to be easily accessed via the Web in near real-time.

BPA’s 3rd party call monitoring helps provide accurate feedback to both agents and supervisors through listening to either recorded or live calls, and then closely analyzes the customer interaction based on the company's individual standards. Companies can then use these observations to elevate the level of performance of the agents who connect a call center to its customers.   

Furthermore, TMCnet recently reported that customer satisfactions surveys can help call centers already utilizing 3rd party remote call monitoring gain access to detailed customer feedback that other monitoring processes can’t offer.  According to BPA’s website, “Our researchers are skilled in the art of obtaining vital information from the customer to help you to achieve your goals. We create a partnership between you and BPA to establish your knowledge requirements and then produce the necessary Questionnaires to fulfill them.”

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jamie Epstein