BPA Featured Article

Why BPA Makes Sense for Your 3rd Party Remote Call Monitoring

By Susan J. Campbell, TMCnet Contributing Editor
December 29, 2011

Within any corporate environment, it can be a challenge to know whether or not each company representative is truly delivering the optimal experience for each customer when on the phone. This is especially true within the call center where agents are handling several hundred calls a day and quality could be lost without a priority placed on 3rd party remote call monitoring

This BPA Quality page highlights the importance of 3rd party remote call monitoring and why the call center should consider this provider for this important task. According to this company, customers will select BPA due to its focus on needs and goals, as well as the ease of use involved with the BPA interaction.

 BPA offers a complete 3rd party remote call monitoring solution, providing everything a company needs, from setup and training to analysis and reporting, with everything in between. Plus, the company offers a 20-year proven track record where achieving results has been the priority. A global approach also ensures that the call center with multiple locations has access to the 3rd party remote call monitoring capabilities they need.

While call centers all tend to be characterized under one phrase, the needs of the specific call center business can be very unique. BPA understands that goals and challenges can vary and will customize a solution that meets the specific needs of individual call centers. The company will work directly with clients to understand their specific business model and make 3rd party remote monitoring recommendations that fit the culture of the organization. 

Data provided from 3rd party remote call monitoring has to be reliable and accurate. BPA provides transparent and objective evaluations, focusing on the facts and no opinions. All 3rd party remote call monitoring is done from the view of the customer to provide feedback that is unbiased and free of pressure or cultural influences from the call center itself. 

Analysts provided by BPA are trained professionals who also possess multi-lingual capabilities. The company hires, trains and maintains a staff specifically designed to meet the needs of its call center clients. An in-house software team is specialized in customized reporting so that all data captured in 3rd party remote call monitoring is presented in a customized format with actionable information. 

BPA also offers call recording systems from vendors such as Call Copy, Etalk, NICE, Witness, Verint (News - Alert) and more. The company’s main goal is to provide value in 3rd party remote call monitoring to ensure your goals are a priority and your monitoring results are professional.  
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