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ARC Quality Solutions

  • Telephone Mystery Shopping 
    for Contact Centers

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Benefits of a Telephone Mystery Program

A strategic, comprehensive telephone mystery shopping program helps solve problems such as poor customer satisfaction rates, low retention rates and customer loyalty scores, high employee turnover rates, and even non-compliance issues in your contact center. Telephone mystery shopping also allows you to target specific customer issues and assists in training. The data from telephone mystery shopping equips you to deliver a better customer experience and improve your entire organization.

Higher Customer 
Satisfaction Rates


Lower Employee 
Turnover Rates


Higher Retention 
And Loyalty


Improved
Compliance


EFFECTIVE SOLUTIONS FOR BETTER RESULTS

Why Do Companies Love ARC?

Realistic Shoppers

Our mystery shoppers sound like your actual customers so you can get an accurate reporting of issues that need to be corrected.

Super Flexible Solutions

No minimum staff member or project size. Flexibility for pop-up projects anytime. Fully a la carte packages.

Custom Tailored Just For You

Our mystery shoppers sound like your actual customers so you can get an accurate reporting of issues that need to be corrected.

ARC IS YOUR TRUSTED PARTNER IN CONTACT CENTER SOLUTIONS

Reasons For Switching to ARC for Contact Center QA

Human Verified AI

The best of both worlds! Artificial Intelligence is a valuable tool, and our customers get the power of AI balanced with an actual human to verify accuracy.

Unhappy with Monthly Reporting?

You shouldn’t have to settle for reports that don’t give you the timely data you need. And with ARC, you won’t have to!

Quality Concerns or Poor Customer Service?

You have high standards, and so do we! Most ARC clients cite poor quality or overall experience from their previous provider as one of their reasons for switching to ARC. Providing outstanding customer service is at the heart of what we do. Our team is dedicated to creating a positive experience for every client.

Achievements

A strategic, comprehensive telephone mystery shopping program helps solve problems such as poor customer satisfaction rates, low retention rates and customer loyalty scores, high employee turnover rates, and even non-compliance issues in your contact center. Telephone mystery shopping also allows you to target specific customer issues and assists in training. The data from telephone mystery shopping equips you to deliver a better customer experience and improve your entire organization.

100%

Woman Powered

100%

Customer Experience

100%

Callers That Seem Real

100%

Affordable Quality

No Minimum Requirements. Woman-Owned Organization. 


“So efficient and easy to work with. And coaching sessions made a huge difference 

in customer satisfaction and training.”

FINALLY, EXACTLY WHAT YOU NEED: Customizable Contact Center QA Services

ARC gives you the freedom to create a service package that gives you just what you need and nothing that you don’t. Here are some of the things you can mix and match:

AIQA – “AI For The Little Guy”

Telephone Mystery Shopping

Remote Monitoring / Call Evaluations

Call Coaching Programs

Online Training Course

Editing Services

Onsite & Virtual Training

Disclaimer: Telephone mystery shopping calls may be subject to recording laws in two-party consent states, which require the consent of both parties for call recording. Additionally, in one-party consent states, the agent conducting the call must provide their consent. Before conducting recorded calls, ARC ensures compliance with applicable laws and regulations. Clients should consult their legal counsel to confirm compliance requirements for their specific needs.

Telephone Mystery Shopping

Did you know that ARC is the original Telephone Mystery Shopping company? Similar to how a Mystery Shopper will pose as a customer for a physical brick and mortar businesses, telephone mystery shoppers pose as customers to call, email, or live chat with your company so you can get a better understand of what kind of experience your actual customers are getting.

Getting a clear picture of your customer’s journey is possible.

It’s every enterprise’s dream to be inside the head of its customers. A strategic, intentional telephone mystery shopping program can yield invaluable data about how your customers view the quality of your contact center services and interactions. Our Telephone Mystery Shopping program is built to get you as close to that as possible. Your contact center is the front-line of your business. Set your company apart with your customer service interactions.

Tailored to Your Unique Business Concerns

Our mystery shoppers pose as actual customers, calling or emailing to place orders or ask specific questions of your agents, allowing you to hone in on your quality improvement needs. ARC’s professional Telephone Mystery Shoppers are trained, experienced, and committed to gathering the most information possible. We’ll work with you to include all the variables unique to your industry. We can adjust the program to concentrate on identified problem areas or specific training issues that you need to be targeted. ARC will identify any number of key customer service areas, including call etiquette, problem-solving, and listening skills. For emails, text, and live chats, we’ll evaluate response times, grammar, punctuation, accuracy, and thoroughness to ensure your customers are treated the way you’d want them to be.

Track & Analyze Complete Transactions

With a mystery shopping program, we can establish an actual live account to track a complete order transaction through every stage of the process. This allows you and your management team a look at the entire customer service experience, demonstrating not only how individual representatives are functioning, but how your business systems and training programs are working globally to accomplish your company goals.

Improve your customer experience with Telephone Mystery Shopping

ARC can pinpoint areas where processes may not be meshing to their best potential or where more intensive training in certain key areas may be needed. You may also request that calls be digitally recorded for later review, accompanied by full transcripts for a very reasonable charge.


Gather customer insights into the service you provide.

Track a complete order transaction through every stage of the process.

Identify opportunities to improve customer service quality.

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