BPA Quality is asked almost every day, “Why should we outsource Call Center Quality Monitoring, especially since we have in house team or managers currently doing QA?” The answer is simple … so you get unbiased, cost-efficient, and consistent evaluations on-time by people that specialize in impactful, actionable insights that target the voice of the … Continue reading Why Outsource Your Call Center Quality Monitoring?
In a world driven by technology, a simple spoken exchange of words is becoming a rarity. Most of us would rather text than talk. In fact, texting is the most common way people use their smartphones – an invention which began life as a way to communicate with your voice. So, how has this apparent loss … Continue reading The art of conversation: Part One.
In the first in our latest blog series on ‘seven deadly sins’ in various aspects of call center operation, Pete Dunn, Community Engagement Manager, discusses how to ensure your call monitoring is saintly. Call monitoring is a fine art. It requires skill, knowledge, acute perception and the ability to turn observations into actions. So, there … Continue reading The Seven Deadly Sins of Call Monitoring