BPA Featured Article

Best Bet for Quality Monitoring: Look to the Pros



By Susan J. Campbell, TMCnet Contributing Editor
October 17, 2016


How much are you valued by your favorite company? If you’re not sure how to answer this question, take a look at the experience they create each time you interact with them. At least that’s the barometer suggested by 76 percent of consumers who participated in the Aspect (News - Alert) Consumer Experience Survey.



The feeling goes beyond just this survey as 65 percent of those who participated in the 2015 Global State of Multichannel Customer Service Report by Parature (News - Alert) said they would sever a relationship with a brand over a single poor customer experience. If you’re not using 3rd party remote call monitoring to ensure your agents are delivering the optimal experience to every customer, you could experience more than your fair share of customer churn.

A recent blog post by BPA, a 3rd party remote call monitoring solutions company, highlights the importance of a quality program that provides objective and customer-centric evaluations. When such a program is in place, agents have the opportunity to better understand how to provide a first-class customer experience. This is true whether you are operating an internal team, an outsourced team or a pro-sourced team.

The internal team is the way to go if you want total control over the quality programs you put in place. Such a strategy generally means that the analysts you put in place are made available to answer calls during times of high call volumes. The challenge with this approach is that when analysts are pulled in, they aren’t evaluating the quality or providing feedback to agents who can then be coached to make improvements.

An outsourced approach to quality monitoring is a great way to be sure the steps are complete and audits are done. Third party remote call monitoring can lend considerable value when the analysis is not being done by an internal employee. When this work is hired offshore, however, it can lead to problems with cultural differences and understanding customer expectations when interacting across multiple touchpoints.

The pro-sourced option gives you another way to complete your 3rd party remote call monitoring and quality programs without running the risks associated with the internal or offshore options. This option helps you connect with experts who are pros at listening to and analyzing calls. This is important not only for quality purposes, but also to uncover any business intelligence that may help you reach your business or customer service goals.

The important point is to understand the differences between the different options and make the selection that makes the most sense for your business. If you truly want to communicate how much you value your customers, you’ll do so through the excellent customer experience. 




Edited by Alicia Young

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