BPA Featured Article

Customizing 3rd Party Remote Call Monitoring: a Huge Call Center Advantage

By David Sims, TMCnet Contributing Editor
February 21, 2012

Being able to make your 3rd party remote call monitoring solution your own sounds like a no-brainer when it comes to seeing ROI, right?

Since call center agents have a very short window of time where they can listen to and respond to feedback, a huge benefit of 3rd party remote call monitoring is that agents can take direction from a direct supervisor who uses chunks of both recorded and live calls to highlight what the employee did right and wrong. Agents will then adjust the way they do things. Without some clear objectives in place, agents can be left in the dark as to how they should be handling individual circumstances  Fair, consistent and accurate feedback they’ll take on board, and 3rd party remote call monitoring gives you just that.

So we hope we’re all clear on why every call center needs to implement this innovative solution if they haven’t already. Good. Now: Why should you be able to customize it?

BPA Quality officials have put together a compelling case that being able to build your own tracking, trending and reporting capabilities is the way to get that extra benefit out of 3rd party remote call monitoring.

For example, the company’s BPA Builder product lets you drill down into fully interactive data to chart the data you feel is important for your specific needs. No matter the different roles in your organization, and they won’t be the exact same as anybody else’s, you can get everybody just the information they need.

Done right, you can use customizable 3rd party remote call monitoring for virtually unlimited reports and dashboards, setting your own records, field level security access and filtering the data based on your particular users.

And don’t worry you’re not out there flying blind, building everything from scratch, as a robust solution like the BPA Builder, will give you an online library of such documents as quality forms and training guides to help you figure out what you might want yourself. There are also modules you can access for reporting, coaching, trending and the like.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jamie Epstein