Call Center QA Featured Article
Effective Call Monitoring Can Lead to Tangible Monetary Benefits
Recently, TMCnet listed the ways in which call monitoring can benefit your business. It turns out there is now concrete evidence to support these claims.
On May 2, 2013, ForeSee released its Contact Center Benchmark, which drew on data from nearly 50,000 surveys to provide information regarding performance across the call center industry. In addition to showing the average levels of customer satisfaction, the benchmark also provided insight into the value of highly satisfied customers. The results show that a pleasurable contact center experience can have a tremendous positive impact on a business as a whole.
ForeSee’s findings suggest that a highly satisfied customer is:
- 182 percent more likely than less-satisfied customers to make contact again, which can mean higher frequency of interaction, improved engagement and increased share of mind and wallet
- 149 percent more likely than less-satisfied customers to purchase next time, which can mean increased sales
- 180 percent more likely than less-satisfied customers to recommend the company to a friend, family member or colleague, which can translate to more business
These figures are certainly not trivial. As Larry Freed, CEO of ForeSee, says, "While the contact center tends to be the last resort for customers to engage with a company, it is in a way the company's last line of defense for securing and maintaining a customer's loyalty and relationship. Our research consistently demonstrates the powerful effect of customer satisfaction as we work with organizations that carefully measure and hone their contact center strategies to increase satisfaction."
3rd party remote call monitoring is a particularly effective way to ensure that customers leave your contact center happy. Having the technological and human resources to track, analyze, and understand each agent-customer interaction is crucially important toward indentifying problem points and opportunities for improvement. Call monitoring also motivate agents deliver the best customer experience they can and assures customers that their contact center experience is taken seriously.
BPA offers a call monitoring solution called BPABuilder.Remote Call Monitoring, which is designed to produce unbiased and actionable feedback for call center agents and supervisors. The software samples recorded or lives calls and measures customer interaction based on a standards set by the call center itself or BPA’s team of experts. The data and reports generated from analyzing these recordings can both objectively quantify areas in need of improvement and subconsciously encourage agents to perform at their best.
Better agent performance means more satisfied customers and, as evinced by ForeSee’s Contact Center Benchmark, more sales.
Edited by Rachel Ramsey
