BPA International, a provider of 3rd party remote call monitoring
, helps companies to determine the influence differing aspects of a call had on the customer and the agent.
To bring together all of the organization’s various tools for achieving improved customer interactions, the company offers the BPABuilder.Toolbox.
Among the products offered by BPA, their core offering, remote call monitoring, provides accurate and actionable feedback for agents and supervisors.
With 3rd party remote call monitoring, the company’s trained professionals sample recorded or live calls between agents and customers and compare them to a set of standards - then scoring them to provide actionable feedback on performance.
“A successful Quality Monitoring program is one that has its criteria clearly defined. It is extremely important that the agents clearly understand what they do well and what they do not do well,” Craig S. Antonucci, Director, Client Strategies at BPA International told TMCnet in an earlier interview
The BPABuilder Toolbox of services also includes a Mystery Calling module where BPA analysts pose as customers and ask question looking for a specific response. Also included are a training solution, customer satisfaction surveys, and climate surveys that measure the internal status of call center activities.
In addition, customers can select a BPA.Consulting module that will offer the information needed for more complex projects as well as a BPABuilder.Benchmarking offering that allows BPA to provide a global picture of where the customer’s contact center stands compared to competitors and the call center industry as a whole.
A recent report
from contact center research firm DMG Consulting shows an increase in recording and quality management within the call center – growing by 14 percent, from $2,389.1 million in 2007 to $2,724.3 million in 2008.