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3rd Party Remote Call Monitoring Feature

October 12, 2009

BPA's Face-to-Face Benchmarking Allows Contact Centers to Review Operations in an Unbiased Platform

By Kelly McGuire, TMCnet Editor
As discussed last week, 3rd party remote call monitoring provider BPA International’s competitive review feature in its BPABuilder Toolbox offers users a how-to on delivering the appropriate  quality of service, or “QoS,” to its customers.

In addition to BPA’s competitive review tool that compares contact centers with each other, BPA users can stay on top of the industry’s demands. The company’s face-to-face benchmarking is another way for a contact center to be able to put themselves in the shoes of the customers.

According to BPA, face-to-face benchmarking lets contact center employees jump to the other side of the fence and be able to objectively analyze the level of service given to its real customers on a face-to-face basis. Often, when an analysis is done in-house, contact center employees can have a biased opinion that differs from creating a productive review of sales techniques. 

In order to achieve a proper analysis in the face-to-face benchmarking feature, BPA supplies companies with real time data on all agent-customer face-to-face interactions that will serve as a starting point to evaluate employees’ progress.  

BPA company officials said that, in addition to providing face-to-face interactions data, the company will also provide their contact center software users with information related to the day-to-day services, such as cleanliness of the premises, staff uniform and facilities to create an entire overview of the company as a whole.

With these additional features provided by BPA, contact centers can combine all of the unique analysis to become equipped with tangible, powerful data that will allow a company to specifically target the areas of a business the requires improvement. In turn, a company will be able to achieve a level of excellence that will allow a contact centers sales agents to offer a supreme level of customer service that will not only increase customer satisfaction, but allow a company to fine-tune their customers’ needs.


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

Edited by Michael Dinan

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