Tuesday, August 10, 2010

BPABuilder: Third Party Remote Call Monitoring Software Built for Customization

By David Sims, TMCnet Contributing Editor
The BPABuilder is a good way to customize your company software, as it includes features to track, trend, report and create the stimulus to "build your Quality Customer Experience," as company officials say. 
The BPA Builder comes with "such services as Third Party Remote Calling Monitoring, Mystery CallingMystery ShoppingBenchmarking, Customer Satisfaction Surveying, Social Media Monitoring and other General Contact Center Quality Assurance initiatives you may have," company officials say.
Other important features include PABuilder.Reporting, included with the BPABuilder Program as a standard and integral part.  It's developed and delivered in three different ways:
BPABuilder.Online. Every report that is relevant to your data and your business is available as part of BPABuilder.Online. "Web-based reporting at the click of your mouse, reporting that is robust, accurate and designed for the maximum impact on your agents," is how company officials describe it.
Digital Push Reporting. Every report that is available on the BPABuilder.Online tool is also available via Push Distribution. "If you prefer, reports can be sent directly to your email inbox at regular intervals," company officials say. "Just let us know which reports you would like to subscribe to, how often you want them, and where you want them delivered, and the information you need to build a Quality Customer Experience comes to you."
Custom Reporting and Analysis. The BPABuilder.Reporting tool will include "reporting and analysis by our team of experts and Client Strategies department," company officials say. "These types of reports are intended to address specific needs or findings that are not part of the standard online package." These reports are delivered in your choice of format such as Excel, Word, PowerPoint or PDF.
BPABuilder.Coaching is also included with the BPABuilder Program as a method of delivering coaching to the Call Center Agents, and to track this coaching in order to generate an environment for improvement.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Juliana Kenny

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