Call Monitoring Feedback

There is ample research to support the fact that if employees are happy and content in the job and with their employer they are likely to produce better results. It is also common sense. Using the same objective processes and structures used in our Customer Research, BPA are able to provide a unique approach to climate surveys to provide call monitoring feedback. These surveys are designed to produce objective and actionable data on key influences on Employee satisfaction. BPA are able to provide a complete picture of Service Delivery from an employee point of view that will enable your team to take immediate action and then measure the impact.

Call Monitoring Feedback

Traditionally Customer Satisfaction Surveys for providing call monitoring feedback have provided fairly general feedback such as what percentage of Customers perceived Agents working for an organization as unfriendly. This is useful information but it does not provide actionable data on why the Customer perceives Agents as unfriendly. BPA Customer Satisfaction Surveys take the process of feedback one stage further providing your organization with the reasons behind the perceptions and actionable data that can be used to stay on the leading edge and ensure call center quality assurance evaluations.

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At the start of the BPA research we spoke to customers and agents. In most circumstances the conversations that we had with customers and staff would often conflict with each other. Customers would feel processed, neglected and generally unhappy with the service whilst Customer Representatives would feel that they were bending over backwards to help the customer. We have correlated the differences between these two views and in conjunction with our customers we have built unique and successful Customer Satisfaction Surveys.