BPA Featured Article

Why Your 3rd Party Remote Call Monitoring Needs Speech Analytics

By Susan J. Campbell, TMCnet Contributing Editor
August 23, 2016

What three words would you use to describe the optimal contact center environment? Would your list include innovative, optimized and culture? Would your list instead focus on processes and the skillset of your agents? Better yet, would your list include customer service initiatives and benchmarking?

Depending upon the industry in which you operate, your perspective of the optimal environment may differ from others. Consumer expectations can vary by industry and compliance will play a large part in how you run your contact center. The challenge, of course, is ensuring the center operates in the way you want it to, even if you’re not there.

Fortunately, there are technologies available that can streamline operations and help you create the optimal environment. This is essential for those contact centers that are either already very large, or continue to grow due to demand in the industry. The first thing you want to be sure to have in place is 3rd party remote call monitoring

By using 3rd party remote call monitoring, you have the opportunity to ensure data from your recorded calls is collected, analyzed and the right 'next steps' to improve operations is taken.

Adding speech analytics provides a final step that can optimize the audit process and help you to demonstrate that you have the right tools, script and strategy in place to adhere to current rules and regulations. Depending upon the industry in which you operate, those rules may be strict or merely suggestions for optimized interactions.

At BPA there are live analysts listening to the calls. With speech analytics in place, the company can take recordings and listen to the particular calls that need to be scored - thus, taking speech analytics to the next level of customer experience data.  

Edited by Alicia Young


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