3rd Party Remote Call Monitoring Feature

Remote Call Monitoring is a hot topic in the call center industry, as it gives businesses unbiased, transparent and objective reviews on each call. This is vital to understanding an agent’s performance level and each individual customer experience, which is what defines the call center industry: one on one interaction between the caller and agent.

BPA Quality, a provider of call center solutions, has developed a call monitoring solution that not only understands customer experience, but offers users a chance to discover opportunities to find more productive ways to handle each customer interaction.  This week TMCnet got a chance to talk to the president of BPA in order to educate consumers on BPA’s solutions for the call center.

For those wondering what makes BPA Remote Call Monitoring stand out from the rest, Karyn Dupree, business development & social media director at BPA, shed some light on its unique features that make it stand out from other solutions on the market.

“At BPA, we can monitor in more than 45 different languages.  We recognize the need to provide this service to the global markets.  Also, we take a partnership approach; we are successful when our clients are successful, going back to that ROI. We are also headquartered in the USA and provide Americans with opportunities for a success,” Dupree said.

BPA Remote Call Monitoring samples recorded or live calls and then measures them against an organizations standards. But unlike any other call monitoring solution providers available on the market, BPA started as a training company. It realized that it could not fully solve the many issues regarding training, as there was no hard data indicating what influenced what, especially for customers in a phone situations.  

“This started us on a path of research into what influences customers on the phone,” said David Blackwell, President and Co-Founder of BPA Quality. “Our research also embraced how the skills of Supervisors and Agents could be best developed in order to produce that wow interaction. We take that research and experience into the arena of call monitoring so that it is not just a process of evaluating calls but a way of really making a difference. “

Aside from call monitoring solutions, Dupree encourages call centers to use the Mystery Calling feature for training departments, so that the agents can be put into specific scenarios to ensure that they understand specific training modules. 

For more information on BPA Remote Call Monitoring, click here.