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3rd Party Remote Call Monitoring Feature

October 07, 2009

BPA's Competitive Review Gives Users Competitive Insight on the Competition

By Kelly McGuire, TMCnet Editor
BPA International, 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, offers more than just a call monitoring system for its customers.

Not only is BPA’s BPABuilder Toolbox an obvious call center industry must-have, but the company’s call center benchmarking Competitive Review serves up a great purpose for organizations looking to improve their customer relationship management, or “CRM,” operations.

For contact centers looking to produce outstanding quality contacts with customers while simultaneously staying ahead of the competition, two essential questions need to be answered within the internal makeup of the organization:

· What is the quality of service being provided?
· How does this quality of service compare to competitors?

Organizations using BPA’s systems need to operate with the answers to these questions always in the forefront of their mind and at the tip of their tongue. 

Which is why with BPA’s Competitive Review system, companies are able to find the answers to these questions, stay on top of the competition and continue to improve. 

According to BPA officials, the Competitive Review provides contact centers with monthly reports that compare the quality of interactions and sales generation calls in contact centers globally. 

This way, an organization can measure how their performance ranks with competitors and work on ways to improve and set their professional performance bar up to par.

Competitive Review produces data and comparisons that are objective and provide in-depth analysis designed to be used as a tool to develop the potential of an organizations contact center. 

The information provides managers, team leaders and agents with vital information that can be used to focus coaching sales agents accurately, while developing strategies for ongoing improvement on the telephone. 

Using this system will help answer those two must-have sales questions, and keep call centers using this product in tune with what else is out there in the CRM world.

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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