BPA Featured Article

3rd Party Remote Call Monitoring to Improve CE



By Susan J. Campbell, TMCnet Contributing Editor
December 12, 2016


The season is looking very good from a bottom line perspective. Sales are up, employees are showing up to work on time and it looks like you’re going to end the year in the black. All indicators suggest that the customer experience is right on target, but unless you’re using 3rd party remote call monitoring, you could be well on your way to a significant drop in business.



What if a major flaw is causing every customer to simply decide to stop doing business with you? If you don’t have 3rd party remote call monitoring in place to understand what’s really happening in those customer/agent interactions, your assumptions could be leading you down a very dangerous path. A recent piece by FCR explores the importance of taking a seat at the customer experience table.

One of the biggest challenges in customer service is that call center managers sometimes focus too narrowly on the next interaction or crisis and fail to concentrate on improving the customer experience overall. This reactive mode of moving from one crisis to the next means that other departments often aren’t asked for input and the insight necessary for educated decision making is lacking as well. While getting other departments involved is important, so too is the use of 3rd party remote call monitoring to get to the heart of these issues and determine whether or not there is a trend taking place.

To that end, there are three important activities to put in place. First, listen to your agents. They have the front row seat to the customer base and they likely have some really good insight on how things are going. Next, listen to the customer. This can be done through a variety of different activities, but the important point is to give the customer a voice and then use that information to improve offerings and processes.

Finally, listen to customer interactions through the use of 3rd party remote call monitoring. Listen for specific words, issues and trends that are occurring over and over. This gives you great insight into the experience and points to where changes may need to be made. The process helps you develop a proactive approach to the customer experience and will therefore reduce the number of fires you’ll have to put out. 




Edited by Alicia Young

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