BPA Featured Article

The Benefits of Sending Your Call Monitoring Out to Third Parties

By Rich Steeves, TMCnet Managing Editor
June 12, 2012

These days, every company is feeling the crunch. It seems there is not enough time or personnel to handle all of the various aspects of running a call center. For example, in the busy world of healthcare, many call center managers have difficulty finding time to implement call monitoring programs to ensure quality and compliance. But quality monitoring should be a priority in order to ensure agent productivity and customer satisfaction, so what is a busy call center to do? Well, one option is to outsource call monitoring to a remote 3rd party provider.

In a recent blog post, Pete Guillot of CenterFirst outlines some of the potential problems and advantages of 3rd party remote call monitoring. First and foremost, of course, is finding a trustworthy provider. Agents must be able to trust the fairness of the monitors, so it is important to build this trust from the beginning through transparent communication. Another concern is the aforementioned time crunch. Managers might be concerned that sifting through performance data provided by the 3rd party remote call monitoring provider can take up time but in the end, the increase in productivity that results can make for a strong return on investment. Finally, it is important to select the provider that is the best fit for your existing call center environment, so companies need to do some careful research before selecting a new partner.

If a call center can choose the best provider and establish a strong working relationship, then there are many benefits of outsourcing quality monitoring. For one, the 3rd party monitors will be more objective. This objectivity helps give a clearer view of customer service, accuracy and regulatory compliance. Second, the right 3rd party remote call monitoring solution provides cost savings, as running in-house programs entail quite a bit of training, staffing and implementation costs. Finally, having an outsourced quality monitoring program can give companies the confidence to know that its call center is constantly benchmarked against the performance of other centers in the industry.

Call monitoring is important and, though it may seem like there aren’t enough hours in the day or boots on the ground to handle it, but outsourcing the task to a remote 3rd party provider will give any business tangible advantages to make a better, more efficient call center.

Edited by Amanda Ciccatelli