BPA Featured Article

Why 3rd Party Remote Call Monitoring Improves Quality of Experience

By Susan J. Campbell, TMCnet Contributing Editor
November 19, 2012

The message provided on the call center interaction that assures the customer that the call may be recorded for training and quality control purposes may give the customer pause as he or she wonders if that monitoring actually takes place. For call center organizations seeking to adhere to industry standards or to improve the Quality of Experience (QoE), 3rd party remote call monitoring is essential.

A recent BPA Quality blog highlighted the importance of 3rd party remote call monitoring especially the benefits enjoyed when the service is outsourced. After all, a quality monitoring program can be daunting for the call center manager or supervisor that already has a lot to do in a given day. And, if the manager or supervisor isn’t interested in hiring and training someone else to do the work, he or she will have to oversee the task themselves. With a 3rd party vendor, it can be as easy as flipping a switch.

When 3rd party remote call monitoring is put in place, the result is cost effective operations and streamlined reporting. A program is easily designed to meet the needs of the call center, allowing the third party to identify trends, training opportunities and even increase the customer satisfaction and loyalty scores for that organization. Add this to more than 20 years in the industry and you couldn’t afford to hire such a professional.

With BPA Quality, however, 3rd party remote call monitoring is put in place to deliver the results you want, and the information you need to identify opportunities for improvement. After all, did you know your agents will improve their performance on all of your interaction channels if they know they are being monitored? Likewise, you can use the information gleaned in the process to provide constructive feedback and coaching for improvement.

Call centers and other customer service organizations that have already partnered with BPA Quality have recognized the value delivered in 3rd party remote call monitoring. The company brings the necessary industry expertise and experience to any monitoring project, providing guidance and advice when necessary. Plus, the company is located in the U.S., creating an optimal partnership opportunity for those call centers located here.

As products and services become more commoditized in industries throughout the world, companies need to figure out a way to deliver a better customer experience to achieve differentiation for the competitive advantage. With 3rd party remote call monitoring, a shift toward better customer care would be well underway.

Edited by Rich Steeves