Employee Spotlight for July 2010 USA - Aldo Alvarez

Aldo Alvarez has been with BPA Quality for 2 years and has grown into an invaluable lead on many projects from training, coaching and managing high profile teams.  You can read more about Aldo's talents via his linkedin.com profile: http://www.linkedin.com/pub/aldo-alvarez/20/b62/188

BPA Quality sends out their thanks to Aldo for a job well done and for his dedication in making BPA what it is today -- the best in remote call monitoring available globally!

UK Employee Spotlight July 2010 Elle Neal

Elle Neal has been with BPA Quality for 4 years and has grown to be a valuable asset to the BPA team.  In her role of Senior Project Manager, Elle shines in her planning, execution, monitoring and managing skills on any project that she is tasked.  She is extremely customer focused, pro-active and always ready to take on new challenges.  We at BPA Quality would like to send out a thank you to Elle for her tenacity, team spirit and dedication in making BPA what it is today - the best in remote call monitoring available globally.

You can read more about Elle Neal at her Linked.com profile: http://uk.linkedin.com/pub/elle-neal/17/946/789

Why Outsource Call Monitoring?

Why Outsource your Call Monitoring?


As a sales manager in a rather large outbound call center, I always found myself lacking the time to listen to my agents' calls on a consistent basis.  Our training department attempted to monitor calls as well, but the effort was always pushed to the back burner for more pressing issues.

Once team leaders were incorporated in the monitoring process, the coaching increased, but sales decreased.  Taking your best agents off the phone was probably not the best decision.  Plus, due to the close-knit relationships that form on the floor, there was/is a lot of nepotism that can occur.  Unfortunately, this scenario is seen throughout the call center industry.

How do you overcome these obstacles to ultimately increase the customer experience and sales?

Well, using a 3rd part to listen to your calls and provide feedback can provide just that answer.

This is what a 3rd party call monitoring firm can provide:

1.  Objective Measurement
2.  Consistent feedback, not based on biases
3.  Emphasis on the customer experience, rather than internal targets
4.  Actionable feedback that can be used by agents, supervisors, managers and training departments
5.  Data that can specifically change behaviors

Bottom line:

  "If you can't measure it, you can't manage it."

Ultimately, a 3rd party call monitoring firm can provide you the tools to measure and manage call center teams effectively.  Period.