Compliance & Reliability
Contact center agents are the frontline representatives of your business. They handle customers’ problems firsthand and set the tone for your entire brand. Because of this, it’s important that you’re absolutely sure every agent is performing up to standard consistently.
The Challenge
A major healthcare provider is concerned that recent complaints from their patient population are a result of misinformation coming from their contact center. They also want to ensure their agents are providing the right information to patients and aren’t in any legal or compliance violation while they perform their role as a service provider.
How we solve the problem
ARC’s Telephone Mystery Shoppers pose as actual patients, calling or emailing to ask specific questions, providing contact center management with the insights they need to determine the reliability and compliance of their agents. Working closely with management, ARC customizes the mystery shopping program to include all variables unique to the healthcare industry focusing on the patient experience. By adjusting the program to concentrate on identified problem areas, the healthcare provider’s overall standing is improved–with patient satisfaction being a mandated industry metric with financial consequences.