BPA Featured Article

Top 5 Reasons to Implement 3rd Party Remote Call Monitoring

By Susan J. Campbell, TMCnet Contributing Editor
December 20, 2011

Quality in your call center operations is likely one of your key initiatives, but how do you stay on top of the multiple channels and interactions? Fortunately, 3rd party remote call monitoring solutions can help you ensure all activities are in line with expectations. Let’s take a look at the top 5 reasons to implement monitoring and what it can do for your environment.

This BPA Quality page highlights the importance of 3rd party remote call monitoring and why your organization should decide to implement the correct approach to quality control. The company’s top 5 reasons to implement 3rd party remote call monitoring includes lower call volumes, lower call times, first call resolution, sales/retention effectiveness and customer satisfaction. How is this possible? Let’s dig a little deeper. 

Lower Call Volumes –
every contact within your call center costs money, so any call you can eliminate cuts down on expenses. The lower your call volume, you can cut back on the number of agents you employ; the managers you need to have in place; the telephony solutions necessary to handle interactions; and the overall infrastructure. 

Lower Call Times –
the less time your agents spend on each call, the more calls they can handle. While you’re also aiming to keep your call volumes low, shortened call times will allow for a smaller workforce, cutting your labor costs. 3rd party remote call monitoring helps to ensure your agents are dealing with customers in an effective and efficient way – lowering your overall costs. 

First Call Resolution –
this criteria is once again tied to lower call volumes. You want your agents to successfully solve your customers’ requests the first time they make contact to eliminate calling back and costing you more money. 3rd party remote call monitoring provides the perfect opportunity to capture quality interactions and use them for training and coaching opportunities. 

Sales/Retention Effectiveness –
if your call center is focused on selling products or services, your agents need to be effective in their sales acumen. The more your agents sell, the more money your company makes, dramatically impacting the bottom line. With 3rd party remote call monitoring, you can identify those agents performing as expected, and those who may need a little help.

Customer Satisfaction –
this factor is definitely the most difficult to quantify, and common sense dictates that happy customers cost much less than unhappy customers. 3rd party remote call monitoring helps to ensure each customer interaction is generating satisfaction among the customer base, and happy customers tend to stay customers, while also referring their friends. Plus, if these customers are more likely to spend freely, your agents have to spend less time selling.

This list is really just the tip of the iceberg when it comes to what 3rd party remote call monitoring offers, but provides some great insight into the measurable benefits such solutions can deliver in your call center.

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