Implementing a Call Monitoring System

If a contact centre is to produce outstanding quality contacts with customers and to stay ahead of the competition, it must know two essential things: what is the quality of service being provided currently? How does this quality of service compare to that of the competition? Finding the answers is easy as implementing a  call monitoring system.

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To operate without objective knowledge of these two crucial aspects, is like trying to run a race blindfolded. "I think I am doing well because I am running as fast as I can - but where is the competition? Am I in the lead or am I trailing the field?". The problem with trying to reach an objective view is that people tend to assess things using fairly subjective measures. "Are we friendly, or helpful." Most of us also tend to be subjective when comparing ourselves to the competition.

Implementing a Call Monitoring System

Since 1988, BPA have carried out extensive research comparing the performance of contact centres with by implementing a call monitoring system against predetermined basic criteria that we know influence customer perception and the sales generation. Through our Competitive Review™ we provide monthly reports comparing the quality of interactions and sales generation in calls at contact centres around the world. The data and comparisons produced are objective and provide in-depth analysis that is designed to be used as a tool to develop the potential of your centre. The information provides managers, team leaders and agents with vital information that can be used to focus coaching accurately, as well as developing strategies for ongoing improvement on the telephone.

     

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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

Benchmarking

Training

  • 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.