BPA Featured Article

3rd Party Remote Call Monitoring This Year; Predictions for 2012

By Jamie Epstein, TMCnet Web Editor
December 27, 2011

Founded in 1988, BPA International offers over 100 clients’ invaluable information, helping them to enhance their call center operations. Specializing in 3rd party remote call monitoring, the company offers in-depth insight and analysis into improving overall performance.

I recently had the chance to speak with BPA about trends they have seen in the market this year, where the company is headed in 2012, their predictions for the call center market overall and how 3rd party remote call monitoring will be transitioning in the New Year.

“The biggest trends would have to be in the creation of more robust tools for data analysis, which can break down the data and provide usable information for call centers to become even better. One of things that we hear a lot is that there is a lot of data, but what do we do with it? What does it mean? Well, now they have the reports that tell stories and what is best for their business,” company officials stated.

With the New Year within reach, the company will continue to expand its knowledge base in call centers all around the world by leveraging over 42 different language capabilities while simultaneously increasing technological abilities to power up-to-date, online reporting and analysis to customers—giving a 360-degree view of the health of the call center.

Forecasting that in 2012 the call center market will continue to grow, the company added, “We believe that there will be a trend of moving work back to the United States from offshore, especially with coalitions such as Jobs4America.com, as BPA has committed to adding 200 more jobs in the next 3 years.”

In addition, BPA added that in the next year 3rd party remote call monitoring will be advancing through reporting and the seamless integration of all aspects of call center reporting aspects including social media, call monitoring, CSAT, and more.

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