BPA Featured Article

BPA 3rd Party Remote Call Monitoring Uses Calibration to Ensure Consistency

By Susan J. Campbell, TMCnet Contributing Editor
September 26, 2012

When a customer dials in to your contact center, whether it is to place an order, handle a problem, or ask a product question, they expect uniformity in their experience. All experiences are a reflection of your company, no matter what the issue. How do you ensure that each unique call is processed in a consistent manner? BPA 3rd party remote call monitoring can make a difference, and calibration is a big part of that process.

According to this BPA Quality blog, calibration is essentially the process by which companies ensure consistent call monitoring standards. When calls are monitored, one manager may judge an agent’s performance slightly different than another. Standards and agent scoring are consistent across the board with 3rd party remote call monitoring due to regular calibration sessions. These sessions allow those doing the call monitoring to collaborate and reach a unified consensus regarding rating and scoring for a sampling of individual calls.

Without calibration, measuring agent performance can be very subjective. Calibration reduces the disparities in interpreting results and sets a reliable standard that can be used by those rating call handling. But, proper calibration can be tricky to implement, and like many worthwhile processes, requires considerable commitment.

With 20 years’ experience, the BPA 3rd party remote call monitoring team has had time to hone and perfect this process – a process that can require many hours of collaboration in order to achieve a universal method of scoring. Though initially tedious, calibration can yield big dividends when it comes to improving customer satisfaction in the long-run.

There are three main types of calibration used for BPA 3rd party remote call monitoring: forum calibration, blind calibration, and what’s known as the verification process. The forum setting is structured like a meeting whereby a call is played for all to hear then scores are gathered and conferred upon. This is a good way to encourage group discussion and weigh-in on the opinions of others.

Blind calibration allows all call monitors to listen to the same call privately, rate it, and then reconvene to discuss individual scores. Whereas, the verification process requires a team consisting of call center monitors and members of the QA department uniting to perform call evaluations. Those evaluations are then assessed and audited again so that discrepancies can be ironed out.

Calibration is important for a number of reasons. It is a good way to ensure that those monitoring are assessing and assigning weight to the right quality measures. It sets a unified standard that produces the same result. Finally, the process minimizes partialities and factors that undermine a consistent scoring regimen.

Ultimately, the combination of calibration and BPA 3rd party remote call monitoring will enhance the level of customer service provided because call quality can be more accurately measured. The process makes it easier to spot and make a plan for improvements. Streamlining evaluation criteria also allows for better coaching, mentoring, and efficiencies that result in lower operating costs.

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Edited by Rich Steeves