Call Center Monitoring

We can develop objective and measurable standards and processes to enable the effective on going development of your team using Agent Evaluation Software, Outsourcing of Call Center Monitoring and Coaching, and Consultancy Services.

Call Center Monitoring Services Online

CoRes can be tailored to your needs - it can be integrated with a recording system or as a stand-alone system.

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Our Agent evaluation software - CoRes provides complete details of Agent and Center performance in one source. We can provide on site coaching of Agents or remote call center monitoring of calls to ensure that Call Quality is maintained at a consistently high level. Our unique approach and experience enables us to provide a complete consultancy service that provides help and advice that results in tangible results. The system can investigate performance and produce data using a variety of criteria such as individual agent, team, complete centre, skillset, date, shift, recruitment group, gender or marking coach.

Welcome to BPA Worldwide

BPA has a unique approach to the development of Call Quality - Customer Service and the maximization of Sales Opportunities. Programs and approaches to development based on extensive research since 1988. The three component parts of the organization provide support in the following areas:

Remote Call Monitoring and Call Analysis

Scoring Calls
Objective Measurement
Objective and Impartial Feedback
Recording and Assessment of Live Data
Real Time Data
Web Based Access
Ability to produce tailored reports in seconds
Multi Lingual Research Team

Find out More click here.

Objective Analysis of Service Delivery
Comparison to Competitors
Identification of Strengths
Actionable Feedback
Multi Lingual Research Team
Global Perspective

Research Based
Practical
Actionable
Results Orientated
Multi Lingual Training team

Take part in our Research and Receive a free Competitive Review!

"In theory, practice and theory are the same. In practice, they are not." (Anon.)

Research shows that the process of monitoring calls in its self is not enough to produce results. Feedback needs to happen in a timely manner and be perceived by the person receiving the feedback as relevant, unbiased, practical and objective.

Added to this the theory taught on training courses does not translate into practice, or tangible results. The primary reason for this appears to be that agents and supervisors have difficulty in adapting and applying the skills developed on training courses into practical everyday situations.

Because we recognize this at BPA, we take a unique and practical approach to the business of developing communication and sales skills - an approach that is designed to produce tangible results and a measurable return on investment.

© BPA International 2002.