Quality Program Assessment & Redesign

ARC Customer Experience > Quality Program Assessment & Redesign

We Care About Data

But, we care more about helping companies build a culture of customer service.

It’s no secret—training and motivating contact center agents takes time, effort, and resources. Being watched by a direct supervisor can create an anxious workplace, directly impacting agent productivity, customer experience, and ultimately your results. Taking a close look at your contact center can shed light on weaknesses with the customer experience your business provides.

Implementing Quality Monitoring as a Key Strategic Initiative

Quality Monitoring Programs take the pressure off of you and your agents to provide a more accurate, realistic snapshot of your contact center’s performance without compromising data quality. ARC’s customer experience experts work side-by-side with your staff to develop an effective, objective evaluation of customer communications–calls, chats, and emails–to help your company build a reputation of great customer service.

Every interaction matters to you, which means every interaction matters to us. That’s why each one is observed and evaluated. We generate an assessment to break down several key aspects of the individual customer contact center experience. The information we gather will reflect the specific needs of your business and can be updated as often and as quickly as necessary to respond to concerns or customer information needs that arise.

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Upgrading Your Quality Program with Coaching

Our world-class call coaching programs are one-on-one training sessions, educating, training, and strategizing with your staff to improve customer service. ARC identifies all areas of improvement so your company provides the best customer experience possible.

Ongoing or as-needed, on-site training can help unlock the hidden potential of your representatives. ARC’s training sessions include basic telephone skills and etiquette, role-playing scenarios, positive reinforcement, problem-solving skills, effective listening techniques, and effective questioning skills. Our programs can be fully customized to cater to the individual agent or an entire team.

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Reduce contact agent turnover through Quality Monitoring and Coaching

In a space where 86% of customers would pay for a better customer experience, monitoring the quality of the services you provide is vital.

Gain insight into and invest in your Employee Experience–they are your customers, too.
Engage, empower, and inspire employees to embrace change and continuous improvement.
Build a culture of customer service across your organization.

Why Our Clients Trust Us

Improved Operational Efficiency and Quality

"ARC was very receptive to our needs from the very beginning and I could tell that they were going to be a pleasure to work with. They are open to new ideas and very creative - they really go the extra mile to help. We have never had one issue with ARC's services or support. It is refreshing to deal with such an honest and flexible company. I highly recommend them to any call center looking to improve their overall operations and customer service levels."

Jeff Wu
Houston Methodist Hospital

Increased Company Revenue Growth

"So you THINK you’re doing okay? You think the first interaction your team has with a potential client, or existing client, is good? After all, YOU trained your team on how to answer the phone. Right? Possibly you are right, however, you won’t know the truth unless you “inspect what you expect.” Cheryl and her team are the key to making sure that you truly do “have them at hello.” Don’t leave this important aspect to chance and assumption!"

Coleen A. Ellis
The Pet Loss Center

Higher Customer Satisfaction and Retention

"I feel better now that I know the coach and know all the preparation they put into understanding our company. I feel like they are part of the team now. I was impressed with the fact that they have already profiled our coordinators and understand the best tactics to train them with. I feel your company has really invested time and energy into understanding our objectives. There is no doubt we will get better with your continued support."

Tom Southerland
Neff Rental