3rd Party Remote Call Monitoring Feature

BPA strongly promotes the success of 3rd party remote call monitoring as a result of the Hawthorne Effect which suggests that an experimental effect occurs in the direction expected but not for the reason expected. In other words, a significant positive effect can turn out to have no causal basis in the theoretical motivation for intervention, but instead is due to the fact that participants know they are being studied to measure outcomes. Agents will perform better just because they are being monitored: there is accountability.

Why should monitoring take place? Aside from the theory suggested by the Hawthorne Effect, BPA argues that the activity can also lower call volumes as issues can be resolved on first contact; it can lower call times and ultimately reduce cost in all areas associated with the calls; it drives first call resolution as agents become experts at solving customer issues; sales can increase and customer relationships are reinforced; and overall customer satisfaction is increased.