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Remote Call Monitoring: The Importance of Scoring Calls

3rd Party Remote Call Monitoring Feature

July 17, 2008

Remote Call Monitoring: The Importance of Scoring Calls

By Stefania Viscusi, Assignment Desk Editor
There is no more important a place to focus on customers and their experiences than in the contact center.
Because this is typically the main touch point between a business and its customers, it is important that call centers offer optimal care to their callers regardless of the reason why they called. Whether agents must inform callers about products offered by the company, or help resolve a dispute, the way in which they communicate and engage with the customer can be critical to a company's success.

To ensure that agents are constantly performing to the best of their abilities and providing callers with optimal service, contact centers invest in technologies and other reporting and monitoring tools to capture agent/customer interactions.
By scoring calls and measuring their quality and accuracy call centers are able to provide customers with better service as well as generate more sales. The recordings provide insight into how agents are representing the company and treating callers. It also helps the call center to know if agents have a good product understanding and can handle customer inquiries efficiently.
In reality, the busy call center leaves little time for managers to stop and listen to recordings of agents. Not only does this harm the potential for improved interactions and more satisfied customers, but it also removes the benefit of a costly recording system that should have made timely feedback possible.
3rd Party Remote Call Monitoring provider BPA offers services that range from analyzing calls that have already been recorded on the client’s recording system to recording calls remotely in a Research Center.
Once recordings are listened to, they are then scored by an experienced team of researchers. The scores for the calls can be accessed by leaders and supervisors via the Web who can then use the data in coaching sessions.
Also, if a call center doesn’t yet have its own call recording system in place, BPA can provide an end-to-end service for recording calls, scoring them, and coaching agents—leaving managers free to complete other tasks and confident that customers are receiving optimal service.
For more, check out the 3rd Party Remote Call Monitoring channel on TMCnet.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
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