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3rd Party Remote Call Monitoring Feature

October 02, 2009

Ensuring Quality Service with 3rd Party Remote Call Monitoring

By Kelly McGuire, TMCnet Editor
Maintaining a call center’s standards can be quite difficult when trying to assess the various forms of communication throughout sales agents and their customers.

Often times, companies try to gauge the interaction from a sales agent to customer to find ways the sales agent can improve while simultaneously complying with the requests of the customers to satisfy their needs.

Within a call center organization, there are trained professionals that specialize on analyzing these agent to customer calls, and there’s specific software that helps these professionals hone in and find the goods within each recorded call.

BPA International is a provider of 3rd party remote call monitoring, a software service that gives organizations sample recorded or even live calls between the agent and customer, as a way to improve on in-house operations or customer delight. 

With BPA’s BPABuilder Toolbox system, trained professionals can scale the calls on the software’s set of standards as a way to provide feedback on performance that agents can receive, digest and take action on. 

“The goal of quality is to align the performance of call center gaents with the expectations of the customer, and doing so efficiently, effectively and economically,” Craig Antonucci, director, Client Strategies at BPA, said

And, since a good program should integrate with operations and training teams to measure and reinforce the objectives established by the company’s generic set of customer satisfaction standards, the company’s BPABuilder Toolbox allows in-house analysts to pose as the customer and ask questions, receive feedback and get an overall sense of how a customer would be treated on a company agent call. 

In doing this, an organization can monitor the quality of their sales team, the services they provide and, most importantly, how they’re received by their customer base. 

But how is a successful quality monitoring system built?

According to Antonucci, success is built with the involvement of the entire organization.

“Nothing will kill a quality monitoring program, no matter how well developed, faster than forcing it down the throats of the agents,” Antonucci said, adding that involving an entire staff in the process, especially those involved in the one-on-one calls, while making sure the criteria is clearly defined, will help the agent understand what they do well and what they do not do well.

With a specific system in line for all call center parties, using BPA’s software, offers an outside and unbiased view of the activities, typically from the perspective of the customer, and in turn, can drive sales by assessing and complying with what the customer wants, improving the overall quality of a company’s entire business, not just its call center operations.
 

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire
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