BPA Featured Article

Mystery Tools from BPA Enhance 3rd Party Remote Call Monitoring

By Susan J. Campbell, TMCnet Contributing Editor
December 01, 2011

The concept of 3rd party remote call monitoring is an important one within any environment in which corporate representatives interact with customers. Remote call monitoring can be as simple as recording a call for quality purposes, or as complex as mystery calling and shopping to determine the effectiveness of the agent. 

BPA Quality is a company focused on providing 3rd party remote call monitoring for the customer service environment. One area of expertise for BPA is a mystery, at least for the agent. BPABuilder.Mystery Calling complements the BPABuilder.Remote Call Monitoring Service offered by this 3rd part remote call monitoring provider. 

The BPABuilder.Mystery Calling service is designed to target specific behaviors and skills, providing customers with a different and unique approach to activities within the call center. BPA analysts will pose as client customers, creating situations likely to arise for agents that require specific responses. 

This service is used to identify whether or not new technical training is being absorbed, to test the sales skills of the agent, and to identify if proper security procedures are being followed. All results from the BPABuilder.Mystery Calling service will fully integrate with BPA.Builder Reporting, BPABuilder.Online and BPABuilder.Coaching modules through the BPA.Builder philosophy.

Such an approach to 3rd party remote call monitoring is positioned as ideal for the organization seeking to implement a complete call monitoring program, or the organization seeking to validate, test and measure success on one or more variables of performance for the individual. The mystery calling feature is also considered to be a powerful solution for reinforcing initiatives. 

Mystery Shopping is another key focus for BPA Quality, catering to those organizations with retail or service locations that have face-to-face interactions with customers. This method of 3rd party remote call monitoring provides keen insight on how well a team might perform in face-to-face encounters with current or prospective customers. 

BPA offers an extensive team of experienced and mobile field analysts who will physically go to a retail or service location and test team performance in real, live, face-to-face customer encounters. All of the same reporting, analysis and recommendations provided in all BPABuilder products is included in the Mystery Shopping solution. Analysts are even equipped with hidden lapel cameras to record the 3rd party remote call monitoring interactions, so they can be uploaded to a secure BPABuilder website. 

The most effective way to test and validate the effectiveness of any call center or retail/service location staff is to put them through the same steps they would encounter with a true customer and see how they react. At that point, 3rd party remote call monitoring provides true insight into performance, identifying areas for performance 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