 |
Remote Call Monitoring and Call Analysis |
Research has shown that there is a direct correlation between Call Quality and the accuracy, frequency and quality of monitoring and coaching. Put simply, the more invested in monitoring and coaching, the better the service provided to customers, and the more sales you will generate. |
Research also shows that many Call Centers find it difficult to find the time to even listen to calls that have previously been recorded. They may have invested in a costly or elaborate recording system but are unable to find the time to evaluate these recordings or to provide feedback either in a timely manner,- or at all. |
Some companies are unable to justify the investment in a recording system and find that their supervisors are spending hours of valuable time attempting to record calls in order to give feedback. |
BPA provide services that range from analyzing calls that have already been recorded on the Client’s recording system or recording calls remotely in our Research Center. Calls are scored by an experienced team of Researchers and the results are accessed though the Web along with the recordings in near real time. Team Leaders and Supervisors are able to use the data in coaching sessions. |
If required BPA can provide an end-to-end service that includes Recording Calls – Scoring and Coaching of Agents. |
BPA provide a flexible resource that can be used as required and which is aimed at reducing costs and producing tangible results. |