Call recording has long been a valuable tool within the call center in order to monitor performance of the agent, measure for effectiveness of internal processes, protection in the midst of a dispute and for training purposes.
In order to maximize the benefit of the process, call centers often look to third party remote call monitoring providers. One such company that has been helping the call center to improve performance through mentoring is BPA. Its agent evaluation software solution allows agents to take a role in their own performance improvement.
BPA notes that research supports the belief that there is a direct correlation between the frequency of coaching and feedback and the performance of agents. Evidence is also provided throughout the industry that suggests that the more objective the evaluation and feedback, the better the results received.
Agent evaluation software from BPA is designed to enable users to objectively analyze calls and keep a complete and accurate record of those performances, as well as the issues discussed in each session. Agents can access a complete picture of performance at any time, as well as details of call quality and the content of coaching sessions.
ACD and sales results can also be imported to provide an ongoing and readily available picture of the business performance. The system also offers the ability to investigate performance and produce data through a variety of criteria including individual agent, team, complete center, skillset, date, shift, recruitment group, gender or marking coach.
It has been proven within the industry that the more the call center invests in the coaching of its agents, the better service they will be able to provide to customers, and the more sales the company will be able to generate. Call centers are increasingly challenged to coach their staff as often and as effectively as they would like, increasing the need for third party call center monitoring solutions.
To help the busy call center to meet its vital needs, BPA can provide the remote call monitoring necessary to improve performance, customized and flexible support, a resource dedicated to producing results, in-depth management reports, and the development of objective call quality measurement systems and processes.
When the call center relies on third party remote call monitoring, such as those services offered by BPA, they can outsource the business of monitoring calls and focus their attention on their main purpose – to serve the customer.
For more, be sure to check out the 3rd Party Remote Call Monitoring channel on TMCnet.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi
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