BPA Featured Article

What You Need to Know about 3rd Party Remote Call Monitoring

By Jamie Epstein, TMCnet Web Editor
February 06, 2012

BPA’s 3rd party remote call monitoring solution, called BPA Remote Call Monitoring, offers users access to innovative capabilities including 24/7 secure access that utilizes various encryption processes, IP filters and user security methods; customized toolbox dashboards for organizations of all sizes; unlimited reporting; and online access and storage of audio, data, current reports and archived reports – all of which can be easily and quickly customized to individual business requirements and needs.

Although all of these functions are great, organizations must fully comprehend four crucial areas before the 3rd party remote call monitoring system will help these centers see any long lasting results, a blog post revealed.

1.       Call center agents have a very short window of time where they can listen to and respond to feedback
It’s no secret that agents are responsible for many tasks, all of which have to be completed in a small increment of time. So to make sure that agents are receiving the information they need to continue to expand on their knowledge base, keep feedback short and sweet to ensure that important points are engrained within the brains of these vital call center workers.

2.       In most situations, agents take direction from their direct supervisor
3rd party remote monitoring is based upon the foundation of upper management taking small chunks of both recorded and live calls and then analyzing the level of customer interaction based on preset standards.   Supervisors can then leverage these observations, using them to offer up invaluable feedback to agents. This can help to drive the performance and efficiency of agents at the call center.  

3.       They want to know what they did right and wrong so they can excel 
In most scenarios, agents are willing to adjust the way they do things to make sure they are doing what is expected of them, while simultaneously satisfying customers along the way. However, without some clear objectives in place, agents can be left in the dark as to how they should be handling individual circumstances. It is important that agents are continuously made aware of how to successfully complete priorities according to the needs of an organization which will also help to streamline overall goals between managers and workers.

4.       You must be consistent, fair, and accurate in your feedback…if it isn’t, the supervisors and agents will discount the findings!
Feedback is essential in pointing out the strengths and weaknesses of agents, but it needs to be handled in the correct manner to create a quality customer experience. Coaching that takes place within the call center environment can help to encourage and promote effective and enlightening sessions that prompt agents to ask for additional feedback from 3rd party remote call monitoring efforts.

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