BPA Featured Article

3rd Party Remote Call Monitoring Provider Powers Many Crucial Training Services

By Jamie Epstein, TMCnet Web Editor
February 13, 2012

3rd party remote call monitoring can help organizations to gain better visibility into how their business is operating. But, without efficient training processes in place companies that leverage 3rd party remote call monitoring will have an extremely tough time seeing a return on their investment.

Luckily, BPA Quality offers a portfolio of offerings that can help to provide companies with the essential knowledge and procedures that are needed to better leverage 3rd party remote call monitoring.

Quality System Training, also known as BPABuilder.Training can help all divisions of an organization to fully comprehend and meet the goals of each individual program. When utilized by teams, BPABuilder.Training sessions allow for a Quality Program to be implemented within a much shorter window of time. Through pinpointing three vital segments which include knowing what to look for, observing accurately and feeding back information effectively, users will be able to easily create, fix and manage a monitoring program that raises customer satisfaction.

A sales director from Time Warner (News - Alert) Cable said in a statement, "The coaching training delivered by BPA has had a dramatic impact on our ability to provide feedback to our agents effectively, objectively and accurately."

Coaching training is extremely important, as it focuses upon what elements are required to develop effective coaching sessions to give agents feedback that can then be turned into positive results. Through offering both positive and fun coaching sessions, agents will gain a clear picture of their strengths and weaknesses and will be able to continuously expand their skill set.

In addition, train the trainer training is crucial to the ongoing success of any call center because without the correct skills and tactics, trainers will get not be able to get messages, goals and what they are looking for from agents across to them in a clear manner.

According to the company’s website, “BPA can help your managers and trainers alike gain the invaluable techniques and styles needed to be effective trainers. We can deliver Train the Trainer sessions on site or in our U.S. or U.K. locations. Our training techniques can range from basic training techniques all the way to a fully developed training program specific to your training needs.”

Moreover, skill set training can help agents serve customers better in every capacity no matter if it is in sales, retention, customer support, billing, technical support or general call center activity. In ensuring agents’ have everything they need to assist customers to the best of their ability, the team will benefit in the long run.

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 Amanda Ciccatelli