With todays call center becoming the companies foremost communication channel with customers, improving performance is especially necessary.
Call monitoring is key to improving a call centers performance because it provides an inside look at the operations and helps to uncover areas needing improvement.
Because the contact center is a busy and often fast-paced work environment, finding the right amount of time to monitor recorded interactions can be difficult, for this reason, 3rd party remote call monitoring is an effective way to gain objective measurement and impartial feedback for improving the call center performance.
Not only does call center monitoring support improvements in the call center's performance, but it also helps to improve training and focus on key areas needing attention - from dealing with frustrated customers to being more efficient on each call.
Because 3rd party remote call monitoring is done off-site by trained professionals, contact center supervisors can find out key information from those interactions and use extra time they have to better coach agents and ensure goals are met.
BPA offers remote call center monitoring solutions to help companies meet their performance goals.
In addition to remote monitoring conducted and scored by a skilled team of researchers outside of the call center itself, BPA also offers a Competitive Review and Benchmarking solution.
With the competitive review, call centers are provided monthly reports about interactions and sales generated from the calls and with the Face-to-Face Benchmarking solution, they are able to step into the customer's shoes and analyze the level of service being delivered - objectively and from the other side of the fence.
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