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BPA 3rd Party Remote Call Monitoring Takes the Guesswork out of Call Quality

By Susan J. Campbell, TMCnet Contributing Editor
December 04, 2012

The quality assurance process can sometimes be a bit daunting, and not many companies would attest that it’s an easy program to manage. Within the contact center, there’s a lot that goes into successful call monitoring. But ensuring consistent, high levels of service doesn’t have to make managements’ heads spin. In fact, with BPA 3rd party remote call monitoring, it’s more like cruising on auto-pilot.

As captured in this BPA Quality blog, there are three methods of conducting quality monitoring. It can be done via a supervisor, a designating quality management team, or by a neutral 3rd party. With the first two options, call monitoring takes place in-house. This will require the contact center to spend a considerable amount of time acquiring, investing in, and developing talent that can ensure consistent results.

After the tedious selection and training process, those chosen will need to spend even more time evaluating recorded calls to identify what issues could have been handled better, develop a coaching plan and ultimately construct a reporting system that can be applied across the board.

The call center may elect to simply rely on the 22-year successful track record of BPA Quality’s 3rd party remote call monitoring. BPA not only has the experience in this area, the company also brings a tested formula for success to the market, taking the guesswork and stress out of quality management.

While it may be cost-prohibitive to hire staff with the expertise to expose key trends, unveil training opportunities, and improve customer loyalty, that’s BPA’s specialty. The company’s 3rd party remote call monitoring offers all these services and more, at a cost the typical contact center can afford.

International Director of Marketing Excellence at BPA Quality, Karyn Dupree advises that in her nearly 20 years’ experience in the industry, the superiority and value of BPA’s 3rd party remote call monitoring remains unrivaled. She recommends the company’s services because she has seen the benefits firsthand. Also, the passion, high standards, and flexibility that BPA brings to the table are hard to find.

BPA has a reputation for offering comprehensive, quality monitoring and reporting services, which is one reason why its services have stood the test of time. The BPA Quality Linked-In profile also tells of its success in terms of growth – the company is currently ranked 3001 out of Inc. Magazine’s 5000 List of America’s Fastest Growing Companies.

The company focuses on call quality in terms of improving customer service as well as identifying key sales opportunities. This method yields tangible results and a quantifiable return on investment. After all, any investment in the call center needs to produce the desired result.

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Edited by Rich Steeves