Analytics Tools & CX Research
Turn Customer Insights into Action
The metrics gained from monitoring the interactions of all your customer-facing employees delivers a vital and objective evaluation for your business. Reporting dashboards can give you the solid data you need to respond promptly to emerging customer service issues, to reveal new industry trends via competitor analysis, or to identify training needs for your contact center staff.
Valuable Customer Data Yields Invaluable Results
At ARC, our Analysis and Reporting dashboards are carefully crafted to bring you the information you need to improve your customer service performance. Whether standalone or in conjunction with your current quality assurance programs, our custom investigative tools and programs allow you to compare ‘apples to apples’ for accurate statistical comparisons of your quality assurance and remote monitoring programs.
Procedural Accuracy
Address scripting, customer information acquisition and verification, and general procedural knowledge on both customer service and contact center sales transactions.
Phone, Email, and Chat Etiquette
Obtain a detailed look into your contact center’s courtesy, professionalism, voice clarity, tone, and problem-solving skills, and objectively evaluate how successfully your contact center staff conveys your company’s care and commitment to the customer.
Technical Accuracy
Evaluate the accuracy and thoroughness of your representative’s responses to specific product and service questions.
Impressions, Comments, and Reports
All our reports are available online at any time. Metrics, prose comments, and other data can all be drilled down and organized in any way you see fit. Each and every call ARC evaluates is documented with descriptive feedback on the representative’s overall call, chat, and email skills.
Our assessments are customized for your unique business goals
We can create specific analysis forms to gain further data on areas of concern that have been identified through our mystery shopping, remote contact monitoring, and competitive analysis programs.
Contact analysis summary reporting consists of a series of organized contact center reports, ranging from line by line ratings, to section ratings and prose analysis, our reports analyze each aspect of the call assessment in both individual detail and summary form.
Our call report summaries can be organized to display:
- Current contact center performance metrics.
- Improvements achieved since the last contact summary report.
- Comparisons by question, customer service representative, department, and location.
- Year-to-year comparative reports showing progress towards company goals, or comparing separate call center locations.
Individual reports by representative can be drilled down by date range, score range, and by location and group. All summary reporting can be sorted by date range, department, or location. Fifteen standard summary reports, non-prose analysis, and quarterly reports are provided at no extra cost. These reports can be viewed as a web page or exported into PDF, Microsoft Excel, or Text Formats.
Gain Insight Into Your Customer’s Experience
A satisfied customer is a customer for life. Surveying your customers opens a window to how they feel in real-time. Break down barriers by collecting their opinions. Staying ahead of the curve in customer care is a foundational aspect of overall quality service. Our Customer Satisfaction Survey program allows you to gauge your customers’ satisfaction across the board—product, services, and interactions. Every point of contact matters. Hear what your customers are saying in their own words.
ARC’s Customer Survey program includes mailed and emailed questionnaires; providing valuable, measurable data your team can apply to your operations. Each customer survey consists of a series of questions that will help you identify where your business is doing well and where you can bolster your results.
Getting inside the head of your customers feels like a superpower, because it is. When you outsource a customer experience survey, you’re able to receive honest feedback and insights about what your clients are feeling and experiencing in their interactions with your company. This enables you to pivot quickly and adapt to their needs.
Customer Surveys Tailored to your Unique Business Goals
By collaborating with you and your team, ARC will design a custom survey that caters to your company’s specific goals. Your organization’s most pressing goals are our goals too. Target particular product segments, customer demographics, or geographical regions to find out the very best ways to serve your valued customers.
Similar to our Telephone Mystery Shopping and Omnichannel Quality Monitoring programs, every survey call is evaluated on a Customer Satisfaction Survey form. Your management can access detailed reports through our online reporting system on an ongoing basis to measure improvements, monitor for customer trends, and identify business opportunities.
Implementing a customer satisfaction survey in tandem with a Remote Contact Monitoring or Mystery Shopping program can yield essential data to leverage your strengths and distinguish your brand from your competitors.
These Brands Trust ARC To Deliver Excellence and Innovation
Gather customer perspectives that can power data-driven decision-making in your business.
Measure your customers’ satisfaction with your products, services, and interactions.
Identify trends in customer behaviors and needs.
Gain insights that impact product development, sales strategies, and more.
Reporting Dashboards
ARC’s quality monitoring solutions evaluate agent performance–either for an individual agent, a team, a location, or specific call categories. Our Reporting Dashboards deliver actionable insights and feedback you can use to train and coach your agents. Dashboards are customized to meet your needs, but can include:
- Procedural Accuracy
- Telephone Information
- Impression, Comments, and Reports
- Technical Accuracy
- Phone, Email, and Chat Etiquette
Customizable
Our Reporting Dashboard can be customized to show your favorite views, such as a breakdown by call category, overall center score average, and individual agent performance.
Call Evaluation Performance
Managers can see call evaluation performance by location compared to the overall company performance as well as current period scores against year-to-date performance.
How is performance measured?
When you engage with ARC, we work with you to identify your goals and criteria for successful calls. We then develop a scorecard that breaks down the components of a successful call, such as:
- Call greeting requirements
- Expectations and goals of the call process
- Successful call closing requirements
- Essential communication skills
As we monitor your calls, we score your agents according to the criteria and standards we establish with you during the implementation phase. ARC’s Reporting Dashboards will objectively illustrate the quality of the interactions your customers have with your agents, giving you insights into the quality of service, sales effectiveness, and ultimately your overall customer experience.
Call Evaluation
The Call Evaluation Question Summary indicates performance by call question and by agent, covering scores for Greeting and Closing, the Call Process, and Communication Skills. Such in-depth data gives you insight into possible gaps in knowledge to address through training and coaching your team or specific individuals.
Why Our Clients Trust Us
Improved Operational Efficiency and Quality
Jeff Wu
Houston Methodist Hospital
Increased Company Revenue Growth
Coleen A. Ellis
The Pet Loss Center
Higher Customer Satisfaction and Retention
Tom Southerland
Neff Rental
