BPA Featured Article

Third Party Remote Call Monitoring Ensures Positive Customer Interactions

By Susan J. Campbell, TMCnet Contributing Editor
June 06, 2012

Customer engagement is essential in sustaining business longevity and profitability. This digital age is breaking down communication barriers through the likes of social media and unified communication devices – game changers as the old rules of communication no longer apply.

Each point of contact must be relevant and personal in order to foster long-term customer relationships.

These new changes in communication have presented challenges for the traditional call center, according to a Destination CRM article. Part of the problem stems from the fact that there is not a true seamless integration of customer information across departments.

In order for call centers to remain competitive, they must provide the level of service that customers are demanding of them, and third party remote call monitoring can ensure that takes place.

Any time a customer communicates with an agent, it’s an opportunity to engage the customer on a more personal level. Third party remote call monitoring can help assure that the customer-agent interaction remains customer-focused and is consistent across the board. Today’s call centers must be prepared to exchange information in the manner that the customer feels most comfortable, such as through chat or e-mail.

The new customer-focused model also requires that agents store critical information obtained via interaction that may help with future endeavors and resolutions. Agents are a call center’s direct point of contact and can help uncover customer habits and preferences that are critical to engagement.

Agents should compile this information to build a comprehensive customer profile, and third party remote call monitoring is a great way to ensure this is actually happening.

The result of this model is improved call center efficiency and agility. This capture of unstructured information must be assimilated and available for all within the call center to see when needed. If a customer calls in with an issue, he/she shouldn’t have to re-explain the situation to three different representatives who might all be involved in delivering a solution. This type of communication erosion might not be apparent without third party remote call monitoring.

Agents should use the information-rich database and unified communications provided them to secure a first-call resolution. First-call resolution and customer satisfaction are so important in the new age of social media because a positive experience may turn into a blog on Facebook (News - Alert) or Twitter for hundreds of people to see. This is another reason why third party remote call monitoring is so important; a call center does not want to lose this valuable opportunity to generate referrals.

The line between social media and business-as-usual has definitely become blurred. And it is a trend that is only growing. To stay competitive, call centers will have to start reinventing themselves and injecting social communication cues, one customer interaction at a time. 

Edited by Braden Becker