BPA Featured Article

3rd Party Remote Call Monitoring More Effective with the Right Approach

By Susan J. Campbell, TMCnet Contributing Editor
January 16, 2012

The quality interaction that generates a positive action – something every call center agent should strive to achieve on each call. Just how effectively are your agents at meeting this demand? If you have a 3rd party remote call monitoring program in place, you likely already know the answer. If not, it may be time to put such a solution in place to ensure all agent activity is optimized for the same goal – customer satisfaction. 

Simply deciding to listen to your agents is not enough, however. Agents will know you are listening and doing nothing with the information. This creates no set motivation for improvement and agents will perceive this monitoring as nothing more than another ear on the phone. To truly enjoy the value promised in 3rd party remote call monitoring, according to this BPA Quality blog post, you must provide supported feedback from this monitoring activity. 

This feedback should not only be constructive, it also needs to be supported and easily understood. To truly make your 3rd party remote call monitoring program a success, you must understand and implement four factors:

1.      Your agents are busy and have limited time and bandwidth to truly absorb feedback

2.      Agents generally take all direction from a direct superior, so don’t interrupt the communication flow

3.      Agents do want to know what they are doing well and where they can improve

4.      All feedback must be consistent, accurate and fair, or agents and supervisors will discount the information.

3rd party remote call monitoring is a great way to measure the performance of your agents, and can be a great tool to help inspire improvements – as long as you adhere to these four factors in the process. Agents, for the most part, want to do well in their jobs and want honest feedback. If you present it in such a way that it empowers them to succeed, you’re overall campaign will enjoy greater success. 

For its part, BPA Quality offers 3rd party remote call monitoring that enables call centers to embrace benchmarking activities, gaining an accurate picture of where their individual performance stands in comparison with other leaders in the industry. The company’s BPABuilder.Benchmarking allows for accurate measurement performance measurement and comparison. 

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