Call Center QA Featured Article
Why 3rd Party Remote Call Monitoring is in High Demand
Every company claims that customer satisfaction is a priority, but how many actually make the important investments to ensure customers are actually satisfied? How many times have you called into a large company call center, received the recording that your call is very important to them and at the end of the interaction, you felt you were anything but important?
This is a reality for too many companies and if they hope to stay in business, it’s time to invest in a better customer care strategy. For instance, investing in 3rd party remote call monitoring from companies like BPA provides critical insight into agent performance and actual customer satisfaction. From this rich data, decision makers can opt to implement changes that can positively affect the total customer experience.
A global customer service experience survey was recently completed by Interactive Intelligence (News 
- Alert) Group Inc., a global provider of unified IP business communications software and services. The survey was designed to capture answers from two questions: what do consumers want in a quality customer experience and what do IT professionals and customer care leaders want from the technology in place to support that great experience?
Joe Staples (News - Alert), Interactive Intelligence chief marketing officer, noted that as a provider of business communications software for the enterprise and contact centers, the company wanted to help its customers to maximize the value of their solutions by providing insight into what makes up a great customer service experience. This was accomplished by identifying findings that range from agent behavior preferences to those regarding technology used in customer interactions.
Key findings from this survey demonstrate that a knowledgeable representative and a timely response are truly the most valuable components when it comes to the great service experience. Likewise, hotels, online retailers and banks still provide the best customer service experience as they perfected the model long ago. 3rd party remote call monitoring has easily identified over the years that the live agent is the preferred interaction channel, a finding supported by the survey findings.
Email is often also preferred by customers – behind the live call – while preferences drop significantly when considering Web chat and other options. The most valuable feature of an interaction is easily access to historical information. The most frustrating part of an interaction, according to survey findings, is the inability to understand the agent.
In examining social media preferences, customers are more likely (and more willing) to use social media to praise a good customer experience instead of complaining about a poor experience. The most desired feature of mobile service applications is the ability to get a scheduled call-back. The most valued technical service was the ability to provide customers with an easy way to provide feedback.
Contact center decision makers, however, want specific features in their arsenal. The most important feature they want at the ready is comprehensive reporting and analytics. With 3rd party remote call monitoring, such information is available at all times to make important decisions and to continue to move the company forward.
Edited by Blaise McNamee
