3rd Party Remote Call Monitoring Feature

New companies, or those that wish to revamp their customer experience, often spend a great deal of time evaluating their website. It’s for a good reason: a well-crafted and easy to use website can boost your business, whereas a poorly or amateurishly designed one can drive potential customers away.

According to Shreya Bhardwaj blogging for MyOperator, a good user experience is the key to optimizing your business’ website performance.

“The way you structure your website content and design, distinguishes your business from your competitors,’” wrote Bhardwaj. “You may offer similar or same services in the market like that of others, but how you navigate your visitors on website to reach you out, counts.”

There are, of course, numerous tools available today to gauge the effectiveness of your website. Google (News - Alert) Analytics is the most popular, but there are point solutions available for every digital channel, including chat. These solutions can help you understand how changes to the website are affecting customer behavior (for good or ill), and if any of your channels are weaker than others.

While the digital experience is certainly critical, it’s important that companies apply the same analytics-driven monitoring of the customer experience by telephone. Many companies today have the digital part down pat. It’s when the customer picks up the telephone that things go to pieces: long wait times, wrong information, duplicate requests for customer information and the need for customers to keep calling back are all factors that can kill a great customer experience. Monitoring the phone channel is at least as important as monitoring digital channels.

Third-party call monitoring companies such as BPA Quality can access organizations’ call recordings and perform the same type of evaluation with telephone calls as other solutions do with digital channels. Remote call monitoring evaluates either inbound or outbound calls and analyzes customer interactions to check for important criteria that are best practices for good customer support, and to spot mistakes that could be blocking the way of a good customer journey.

The benefits are numerous:

Saves supervisor time listening to calls. Contact center supervisors and managers have better things to do than listen to recorded calls. When they do, they’re often sampling too few calls, and making decisions based on a shortage of information. With third-party remote monitoring, supervisors and managers are able to deliver a more detailed picture and better feedback to agents.

More effective use of coaching time. Many third-party remote call monitoring services provide a range of reports that allow the supervisor to coach on trends and drill down to the smallest detail within seconds.

A record of coaching. Using third-party remote monitoring, contact center managers are able to track coaching frequency and effectiveness, helping the company alter practices to get better performance from agents.

Business intelligence. A snapshot of customer-facing business intelligence isn’t complete without a picture of call quality. Real-time feedback on calls helps organizations understand what customers are saying, what products or services they’re looking for and how customers are reacting.

While many organizations attempt to gather call quality detail on their own – by recording 100 percent of calls and using rudimentary analytics, for example – few are able to do it without bias. By using an independent authority, organizations are better able to identify and take steps to correct barriers to a great customer experience.