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

Fresh Eyes

At BPA Quality, we have been speaking this week with an International Airline Client about how to evolve our project to the next level. Our client shared with us that every month they gain great feedback and knowledge to make their call centers betters.  Although they may encounter the same situations during their internal analysis, they had found that using "fresh eyes" to piece together new ideas has been very beneficial to their overall growth.

When a company is so entrenched into their daily tasks, some very significant breakthroughs can be overlooked.  When they use an outside source, the mundane becomes extraordinary in the elevation of their call centers to the next level of excellence.

"When you hit a wrong note, it's the next note that makes it good or bad."  ~ Miles Davis

NY Office

Spent the better part of last week in our NY office to discuss all the great things to come at BPA Quality.  Just to give you a sneak peek to what is coming, here are some key words:  website, social media and staff!  I've never had such a privilege to work with a great group of people that knows so much about Quality!  More exciting news to come....

Factors for Effective Quality Monitoring

Listening is nice, however your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand. There are four factors that you must understand in making any program successful: 

~  Your program should be clear and to the point. The agents have limited time and bandwidth to absorb any feedback…they are busy! 

~  Your program should integrate the supervisors or managers of the agents. They usually take all their direction from their direct     supervisor…they know who their boss is! 

~  Your program should have a clear definition of what you want the agents to do. They want to know what they did right and wrong…they truly want to perform well! 

~  Your program must be consistent, fair, objective and accurate in your feedback…if it isn’t the supervisors and agents will discount the findings!