Pick Remote Call Monitoring to Succeed
May 22, 2009
In today’s highly competitive business world, and with an economic climate that shows no signs of improvement in the near future, it’s become even more essential that companies monitor and ensure their customers are continually receiving optimal services.
In order to figure out how customers are being handled, and what they want, many companies are turning to call monitoring solutions that record communications which can be played back later for quality assurance and training needs.
For companies looking to gain this insight, but that don’t want to add extra resources and more expenses than necessary, 3rd party remote call monitoring is the answer.
By choosing a 3rd party remote monitoring specialist, the company can rest assured that data is being collected correctly and analyzed by trained professionals to uncover the data most important to helping them meet their goals.
Through quality monitoring, it is possible for companies to improve agent effectiveness, boost morale and retention rates in the call center and achieve first call resolution.
BPA is a provider of remote call monitoring services includes analyzing calls that have already been recorded as well as recording calls remotely in their Research Center.
In a recent TMCnet article
, Lisa Renda, CEO at BPA International, noted the importance each call center agents’ actions plays in serving as a “stamp” of quality -or lack of quality- in the call center.
“A negative experience in the call center not only taints the customer’s or prospects overall perspective of your company; it has a “footprint” that will be seen and felt in other operational areas. Thus, a customer who has just banged heads with a call center agent is likely to be much harder to please when he or she has an interaction with another department, such as technical support. Conversely, a positive call center experience can smooth out transactions with other company areas that may otherwise have proved troublesome,” said Renda.
“Without question, the most effective way to measure call center quality is call monitoring. By listening to a statistically valid sample of customer telephone interactions and scoring them against various criteria, companies can learn if their agents are performing up to snuff while ensuring that the agents most in need of coaching actually get it,” said Renda.
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