3rd Party Remote Call Monitoring Feature

For years I used a commercial printing company that did not offer the lowest price. I did so knowingly.

Why would I possibly pay more for a product or service? Because I trusted the printer. They were consistent. I knew what I was getting, and I always got it.

This consistency bred my trust in the company. Other firms may have offered lower prices, but trust is valuable because we rely on businesses, and we rely on getting what we pay for. If there is no trust, it is a lot harder to rely on a business, and we probably will change companies when we get the chance.

“One of the most common reasons I hear from people who quit being a customer is they have ‘lost faith’ in the company or the people,” noted customer service expert Kevin Stirtz, head of the Stirtz Group LLC, in a recent blog post. “This lack of trust creates a huge roadblock to customer loyalty.”

Stirtz wrote that consistency is the key to the trust relationship.

“When you are consistent in how you treat your customers and how you deliver value to them, they see you as reliable,” he noted. “They know you’re trustworthy. They are more comfortable putting their faith and trust in you next time.”

Ensuring consistency can be hard when the business has hundreds of customer service agents, each representing the company. Every customer service interaction is a moment where customer trust is built or torn down due to consistency or a lack thereof.

That’s why good 3^rd party remote call monitoring is so important. Businesses need visibility into how their agents are performing so inconsistent reps can improve their performance and deliver the needed consistency for the business.

One company that offers the full line of call monitoring is BPA International. It offers call monitoring, speech analytics, mystery calling where they test call centers, benchmarking and direct customer satisfaction feedback reporting.

There’s nothing like a test. BPA’s mystery calling solution, BPABuilder.Mystery Calling, is designed to target specific skills and behaviors of agent behavior, providing a unique and different perspective to call center activities that are hard for a business to replicate itself. BPA’s analysts pose as customers, providing agents with situations that require specific responses. All results are integrated fully with the other parts of BPA’s BPABuilder solution.

Another especially helpful component of the BPA solution is its BPABuilder.Remote Call Monitoring service, which is focused on providing accurate and actionable feedback for contact center management. BPA samples recorded or live calls and measures the customer interaction based on either the business’ standards or those developed by BPA, and the observations are then produced as actionable scoring and feedback to measure actual performance.

Services such as those offered BPA are so important because loyalty is important, and loyalty starts with consistent agent performance. That’s why businesses need 3^rd party remote call monitoring.