3rd Party Remote Call Monitoring Feature

Many brands see their customer service operations as part of the cost of doing business, but this is a mistake.

Customer service operations definitely exist to help customers with their needs, whether it is handling a problem or helping with a product. But assisting the customer is only half of the job for the contact center. Equally important is the feedback that comes from customer interactions.

Talking with customers can and should be a win-win, both for businesses and for those who conduct business with them. That’s because companies are in business to make a profit from delivering what the customer needs. This process is greatly enhanced when there’s open communication with customers.

And while studies and market testing are part of the equation, ground zero for customer feedback is the contact center. This is where firms have a daily opportunity to learn what is working and what is not. There’s an old adage that the way to understand a business is to spend a day with one of its customer service agents, and the truth of the saying has not lessened over the years.

Through the contact center, it is possible to learn if customers are using your products as they were intended, be inspired to develop new products and designs, learn if manuals and guides are user-friendly, and build thought-leadership marketing campaigns based on real insight.

With advanced speech analytics, call recording and the power of big data computing, the opportunity to learn from customers is greater than ever. Those that don’t take advantage of the constant feedback coming through the contact center are leaving opportunities on the table.

There are many ways that businesses can take advantage of this low hanging fruit. One of the easiest is by partnering with a third-party remote call monitoring service.

Firms such as BPA Quality offer quality search and speech analytics that can deliver cost-effective quality assurance and unearth valuable customer data that often is overlooked. It takes in audio from customer service interactions, indexes it, parses phrases and looks for phonetic matches, allowing firms to search through mountains of customer interactions to discover trends and ensure that telling customer comments are not overlooked.

“We have been using BPA for remote call monitoring for several years,” noted the director of customer service at Graco, Inc. “We are very satisfied with their service and find them to be a cost effective solution for our call monitoring program. They provide unbiased and timely assessments that are easily accessible.”