Call Center Monitoring and Social Media

BPA Quality Takes Third Party Remote Call Monitoring to Social Media

By Susan J. Campbell, TMCnet Contributing Editor

Companies throughout the world have used third party remote call monitoring software for years to measure the success of their current processes and identify opportunities for improvement. While the demand for such software still exists, monitoring has gone beyond the mere confines of the phone interaction to include a full range of channels.

One of the most recent additions to the monitoring space where BPA Quality is concerned includes the far reaching spaces of the social networking phenomenon. Not only are companies establishing a presence on sites such as Twitter andFacebook (News - Alert), customers are also posting comments about companies and the news can either be good or bad.

No matter how a company may classify the information, it is truly rich and real-time customer feedback that can be used to strategize more effective ways to drive revenue and profit. This could seem like a daunting task to even the most innovative of companies as the information can be widespread and cover a full range of topics. The good news is that BPA Quality has already developed solutions that can capture this information for maximum use.

A team of experts at BPA Quality takes this form of third party remote call monitoring to a whole new level by capturing feedback from a full range of social media sites and turn it into objective and quantifiable data. This data can then be used to change the business into the picture of perfect in the eyes of the customer. Well, even if that is stretching it, the idea is to make those changes that keep the business focused on the needs of the customer to drive loyalty and long-term success.

This is accomplished through the use of the BPABuilder Online suite of tools offered by BPA Quality that allow companies to truly measure and use third party remote call monitoring applications that allow companies to extract rich, meaningful information from interactions involving their company and their customers.

The best way to control this information is to capture it, learn from it and improve interactions for customers and BPA Quality helps make that a reality with third party remote call monitoring solutions that maximize the social media platform. With the amount of data available to capture, attempting to do it in-house will take the focus away from core business initiatives.

Allow the experts to gather and quantify the information so you can then use it in your strategy planning. Third party remote call monitoring is important for any business and when it involves the social media environment, experience can make the difference.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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 Calling, Mystery Shopping, Benchmarking, 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

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.