BPA Featured Article

Beat the Competition with Remote Call Monitoring

By Stefania Viscusi, Assignment Desk Editor
October 06, 2008

Call centers today are under increasing pressure to provide best in class services that keep customers happy and their organization ahead of the competition. For this reason, it is vital that call centers look to tools and ways they can improve the service their agents are delivering.

Remote call monitoring is used to analyze calls that are recorded remotely and provides an objective view of performance and how it measures up to the competition.
Remote monitoring that is done at a research lab outside of the call center itself can prove beneficial and help call centers to pull ahead of the competition as calls are reviewed and scored objectively by a team of researchers.
To help call centers achieve this, BPA offers Competitive Review and Benchmarking solutions in addition to their 3rd party Remote Call Monitoring services.
The Competitive Review solution provides monthly reports for call centers that compare the quality of interactions and sales generation in calls at contact centers around the world.
Using the information provided, it is possible to develop a call centers potential including more focused training and other strategies for ongoing improvement.
BPA also offers a Face to Face Benchmarking solution that puts them in the customers shoes so they can analyze the level of service being delivered - objectively and from the other side of the fence. This helps to gain key information and find areas needing improvement in real-time.
By staying abreast of the communications that occur between customers and agents and making use of unique analysis offered from companies such as BPA, call centers can improve their operations and pull ahead of the competition.
For more, be sure to also check out the 3rd Party Remote Call Monitoring channel on TMCnet.
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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi