3rd Party Remote Call Monitoring Feature

There’s a reason that the call center has been replaced by the “contact center”; consumers no longer expect to only be able to reach companies by phone. They now expect that they can get support and customer service the same ways they connect with their friends and family, namely through text, chat, social media and maybe even video.

This has forced call centers to adapt and expand. This new beast, the contact center, now finds agents working across a range of communication platforms. But the challenge is that the skills and processes used for one medium are not the same for another.

This is especially the case for social media contact center support. While it may be acceptable for a business to get back to a customer in a few days by email, even a few hours without a response on social media can be too long.

Unlike call-based customer care, too, social media can have more far-reaching ramifications. An agent mistake over the phone is relatively easy to contain, but one on social media is easy to spread and be seen by many customers and potential customers. The stakes are much higher!

Because the stakes are higher and the medium requires different methods, many contact centers are assigning dedicated staff to these channels. This enables better training and the development of expertise on the part of agents.

Contact centers also are hiring third-party monitoring contact center services to monitor their social media competency and help train agents on appropriate techniques.

BPA Quality, for instance, offers a social media monitoring service that helps contact centers measure their online presence and gather feedback on how the contact center is handling social media inquiries.

For contact centers still developing social media support teams, BPA Quality also works with clients on building social media programs and taking advantage of industry best practices.

Social media customer support is not the same as call support, and the contact centers need to be ready.