BP Needs Call Center Monitoring

Did you read out post on how a call center agent alleged foul play against BP? The agent, identifying herself as Janice, said that the answering service system at BP was a “diversion”. In the light of that statement, industry experts are trying to figure out how a top-brass firm like BP did not have a call monitoring system in place. That is probably the basic quality check that you can have in any call center services outfit. The interaction of the customers and the agents has to be monitored not just for security reasons, but also to measure the performance of the agent. These voice clips can also be used for training purposes.

With BP faltering to keep expectations at more serious levels, the call center flaw is probably being looked at more gravely on a ripple effect. You can say that suddenly people are on an overdrive to find fault with everything to do with BP! But the truth is that the answering service agent’s allegations are something of importance. She also alleged that inbound call center agents keyed in “blah blah blah” when they should type in customer information. BP has commented that they could find only one such entry when the caller had been an incomprehensible drunkard!