3rd Party Remote Call Monitoring Feature

3rd party remote call monitoring helps provide accurate feedback to both agents and supervisors through listening to either recorded or live calls and then closely analyzing customer interactions based on a company’s individual standards.   These observations can then be utilized to elevate the level of performance of the agents who connect a call center to its customers.

Founded in 1999, J. Lodge Corporation offers customers phone, chat and email evaluations that can then be utilized within the training process in order to help agents continue to enhance their skill sets. The company assists organization in cutting costs through saving valuable time and resources as they are no longer responsible for looking over calling protocols, leveraging a 3^rd party company with a large amount of expertise that can be used to offer new insight into service quality and provide real-time feedback with changes that should be made to improve overall operations.

According to the company’s website, “We build towards this environment through our training program. We take extraordinary steps in training and qualifying all of our agents to meet your expectations. Prior to joining our team, all of our agents attend training conducted by our corporate training department in a virtual classroom. Our trainer covers an intense three week program that outlines a course syllabus, homework related assignments, tests and a final certification process. We make sure our employees are 100 percent ready for your business.”

After employees successfully complete the training program, J Lodge’s analysts can easily pinpoints areas which, if left unchanged, can adversely affect any business including first call resolution;,better use of handle time and increased call center agent performance through improving listening skills, using professional language and an agent’s attitudes and call pace.

In related industry news, BPA, another provider of 3^rd party remote call monitoring, recently revealed to TMCnet that in 2012, 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. To read the full report, click here.

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