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3rd Party Remote Call Monitoring Feature

November 09, 2009

BPA's Call Monitoring Helps Improve Sales

By Kelly McGuire, TMCnet Editor
While many companies in the customer relationship management, or “CRM,” industry has an abundance of software systems that play essential roles in a company’s daily operations and productivity, call monitoring plays a vital role in CRM companies today. 

For employees that need to focus on customer satisfaction and experience, monitoring calls is a way to maintain a steady platform of expectations within a call center, or CRM company staff, as well as measure how customers are handling the agent-client relationship. 

By utilizing 3rd party remote call monitoring provider BPA International’s services, customer receives a full circle way to see all facets of the operational process. 

With 3rd party remote call monitoring, calls are scored by an experienced team of researchers so the company can rest assured that data is being collected correctly and analyzed by trained professionals. 

Craig S. Antonucci, director, Client Strategies at BPA International, spoke with TMCnet in a previous interview about the benefits of how implementing a quality monitoring provider can change – and improve – a company’s operations and customer satisfaction, as well as many other in-house specific needs.

Mainly, Antonucci said that by utilizing a quality monitoring provider’s services, the greatest benefit is in the quality of the results and the overall impact on your business. 

“The first and foremost reason is that an outsourced quality partner, such as BPA, offers an outside and unbiased view of the activities, typically from the perspective of the customer,” Antonucci said. “There is no nepotism, no preconceived notions, no personality issues in the assessments instead, they call it as they see it.”

Additionally, BPA can also draw upon observations made in various industries when assessing performance of a center as a way to improve on errors, perfect approaches and utilize all operational outlets. 

While BPA’s services – as well as their dynamic training programs to implement these services – are product portfolio “must-haves,” why would a call center, or CRM company want to enlist the help of one such provider?

“Quality monitoring can address the issues involved with success in any call type, including sales,” Antonucci said, adding that all call types have levels of success, and that fundamentals of a quality monitoring system and provider are key. 

Additionally, Antonucci added that a good program will first identify if the agents are performing the basic sales tasks such as asking probing questions, attempting to sell, attempting to close the sale, overcoming objections and closing the sale. “You’d be surprised how many organizations that are out there have ‘sales’ teams that skip many of these basics,” he said.

With BPA’s quality monitoring system – which hits on all the sales requirements and tasks – a company can provide reinforcement to agents, while encouraging them to perform all necessary sales tasks for increasing productivity, contact agreements and sales results.   

Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.

Edited by Kelly McGuire
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