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3rd Party Remote Call Monitoring Feature

April 14, 2009

Improve Call Center Performance with Remote Call Monitoring

By Stefania Viscusi, Assignment Desk Editor
Call centers are under constant pressure to perform to meet the needs of an organization. Not only are they tasked with delivering quality services to customers and callers at all times, but agents are also asked to improve upon their skill sets and grow to meet the changing needs of a company.
 
To help call center managers improve the services delivered by their agents and to better train agents, many turn to call monitoring as a solution. This can be a cumbersome task for managers who are already overloaded with other roles to perform.  This is where a third party call monitoring provider can be utilized to help the contact center get the maximum benefit out of call monitoring.
 
BPA , a provider of 3rd party remote call monitoring services, helps to improve call quality and customer service by measuring agent skills objectively for the call center.
 
BPA’s 3rd Party Remote Call Monitoring services include analyzing calls that have already been recorded on a clients recording system as well as records calls remotely in their own Research Center for clients.  These calls are scored by a ream of researchers who are experienced in the field and the results of the recordings are easily accessible for clients via the Web in near real-time.
 
For companies with expanding operations, remote call monitoring is also beneficial because it leaves busy professionals with more time to analyze the calls, and leaves the recording aspect of it up to researchers trained in the specific area.
 
Remote call monitoring also helps to improve customer satisfaction because companies can gain a better view of how and why a customer may be dissatisfied. Through a skilled 3rd party remote call monitoring provider, companies not only receive unbiased results of the call monitoring but also how the center can translate the results and move forward with improvement.
 
When it comes to training and coaching call center agents, remote monitoring providers offer the ability for agents to listen in on their own calls and identify their strengths and weaknesses. In addition, agents can focus on how he or she reacted, their choice of words, and find other ways to improve their services.
 
In addition to improving the quality of agents on the phones, third party remote call monitoring is also key in dispute resolution because it is a recorded copy of exactly what occurred and can prove proper processes were followed.
 
In a recent TMCnet article, Lisa Renda, CEO at BPA International wrote, “No one would debate the need for quality at all levels and departments of an organization. It is no less critical in the company’s call center, where a single, quick transaction can make or break a customer relationship.”
 
“If approached with the same diligence that the core operations receive, the call center can go from being the weakest link in the organizational chain to the strongest.”
 
 
 
For more, be sure to check out the 3rd Party Remote Call Monitoring channel on TMCnet.
 

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
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