BPA Featured Article

Can 3rd Party Remote Call Monitoring Help You Dominate the Market?

By Susan J. Campbell, TMCnet Contributing Editor
February 06, 2013

The customer service team has an important task: to deliver the best possible customer experience. If members of this team do not know where they are in the lifecycle of the customer, it is that much harder to create the desired experience. Fortunately, 3rd party remote call monitoring from companies like BPA can help in the process.

This “Win the Customer” article explored the concept of how important it is to know where the customer service team is in terms of the customer lifecycle. To reach this important stage, it is first critical to build the successful customer service team. This requires managers to clearly define what the customer service team will do on a daily basis, and what this team hopes to accomplish with these activities.

With a clearly defined strategy, development of the team can begin. At this stage of the process, the customer service team can start to target existing practices to plan the best method for scaling those services to reach more customers. This includes clearly defined processes for the delivery of consistent quality interactions. As new team members are added, the recruitment activities should focus on specific characteristics and skill sets in qualified agents and a customer service training program must be put in place.

The next step to creating the optimal customer service team is to refine the team that is in place. This requires an understanding of the different elements of the service customers appreciate, what they most care about, what the competition is doing and how the organization can stand out from the rest. BPA’s 3rd party remote call monitoring is a valuable tool in this step, capturing interactions so that management can measure responses and perceptions.

Once the team has been refined, they can start to mature. It can be tempting to switch to autopilot once the team is humming along at a positive pace, but complacency can quickly breed dissatisfaction. Instead, the well-oiled customer service machine creates advocates among the team members and identifies those poised and ready for leadership. This process should be deliberate and steady as management guides those individuals into strong positions, while still developing agents on the team responsible for creating the optimal customer experience.

As the customer service team maintains a positive momentum, the 3rd party remote call monitoring in place continues to add value. As outlined in this TMCnet report, the customer service organization enjoys a cost effective operation and access to streamlined reporting. By monitoring customer interactions, the organization easily identifies trends, training opportunities and room for improvement in customer interactions.

As consumers today are more technologically savvy and informed than they were just a few years ago, it’s no longer enough for companies to compete on products or price. To dominate the market, a business must be able to deliver exceptional service. With the right focus on the customer service team and a clear understanding of the customer lifecycle, that competitive advantage is easily within reach.


Edited by Rich Steeves