Call Monitoring

Research shows that there is a direct correlation between the frequency of Coaching and feedback and the Performance of Agents. There is further evidence that the more objective the evaluation and feedback the better the results achieved. Our Agent Evaluation Software enables the user to objectively Analyze Calls and keep a complete and accurate record of those performance as well as those issues discussed in each session.

Call Center Quality Monitoring Services

A complete picture of performance can be accessed at any time. As well as details of Call Monitoring and the content of coaching sessions, every aspect of performance can be accessed or imported comparing the performance of individual agents, teams or the Centre as a whole. Elements such as ACD data and Sales results can be imported to provide an ongoing and readily available picture of Business Performance.

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

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.