3rd Party Remote Call Monitoring Feature

Although the entire world is still recovering from a devastating economic depression that has left many people jobless, the recent surge in contact centre development has begun to produce solutions to one of the largest issues at hand: employment.

BPA Quality, a provider of solutions for contact centers, is also aiding the issue of employment with its announcement of its most recent addition to the team, Neal Eggers, who will be serving as vice president of analytics and research.

BPA’s 3^rd Party Remote Call Monitoring provides services that range from analyzing calls that have already been recording to recording calls in its research center.

As an international company, BPA has over a 100 clients worldwide that use its solutions to achieve the utmost call center quality experience. To appease to its international audience, all of its products are available in over 45 different languages.

Companies utilize BPA’s array of products include call monitoring, speech analytics, mystery shopping and customer satisfaction. It also offers training services for call center agents and supervisors, like quality and skillset training, which provide techniques and expert opinions on how to interact with customers.

According to BPA’s recent blog post, the most important aspect of a call center is to train its employees to “listen” to customers. Most call centers find this difficult to do, even when the phone call has already been recording, which is why having a 3^rd Party Remote Call Monitoring system, like BPA’s, in place is vital for call centers to flourish.

Egger’s role will revolve around further enhancing BPA’s customer service technologies and products. “The BPA experience combines state of the art technology with best in class quality monitoring services,” said Eggers. 

For more information about BPA, click here.