3rd Party Remote Call Monitoring Feature

Customer service is an extremely powerful market differentiation tool. Studies have shown that whether or not a customer returns to a particular business hinges largely on the customer experience. A poor customer experience results not only in the loss of a future customer, but other customers as well, as brand detractors are likely to share their negative experience to friends, family, and the general public. That is why it is so important for businesses to harness customer interaction analytics tools.

Capturing concrete contact center performance metrics and analyzing them in light of well defined business objectives provides valuable insight into a contact center’s strengths and weaknesses.

"Analytics applications are compelling because they deliver positive benefits, such as reduced costs and increased revenue, while improving the overall customer experience," said Krishna Baidya, research manager for ICT, Frost & Sullivan (News - Alert) Asia Pacific, in a recent statement.

He added that in light of the ongoing growth of the contact center industry in Asia Pacific, businesses “will continue to pursue solutions that are likely to offer increased savings and a competitive edge. Contact centers across the region will continue to invest in optimizing their operations, resulting in a strong demand for workforce management (WFM) solutions and performance analytics tools."

3^rd party remote call monitoring services, like those offered by BPA Quality, offer precisely that – increased savings and a competitive edge. By delegating the monitoring, recording, and analyzing of customer interactions to a dedicated team of industry experts, contact center managers can obtain the actionable data they need to provide useful feedback to their agents, while keeping a sharp focus on the day to day operations of their contact center. 

Comprehensive monitoring solutions coupled with custom reporting and analysis can uncover unparalleled opportunities to improve business processes. Identifying trends, correlations, and cause-and-effects and correlating them to particular agent behaviors can significantly enhance the utility of standard call center metrics.

Thus, companies looking to improve their customer service while simultaneously reducing costs would do well to take advantage of the customer interaction analytics 3^rd party remote call monitoring services provide.