What to Expect

ARC Customer Experience > What To Expect > What To Expect

Proven Results

In any industry, customer experience is what sets your business and brand apart from your competitors. Every interaction with your customer is an opportunity to grow that relationship and ultimately increase customer loyalty.

At ARC, quality is our passion! We are committed to continuous quality improvement, particularly to help businesses provide value in every customer interaction. We aim for perfection by immersing ourselves in your company culture and process to understand your customer’s perspective. We know that by doing so, we can help you to achieve the highest level of satisfaction with each customer interaction. We thrive on changing companies by helping them cultivate meaningful connections with their customers.

Through accurate, timely, and impactful data, we help your employees gain insights that uncover the unseen value in your customer relationships and cultivate customer loyalty to your brand. The results are transformational:

Your employees deliver consistent, quality customer interactions.

Your company’s brand reputation elevates.

You set your company apart from all others in your industry.

We are deeply committed to helping organizations cultivate meaningful, actionable, and helpful connections with customers in every interaction. To help you accomplish this objective, we need to understand your organization — your people, your mission, and your goals for customer experience and for developing your team to provide quality service. During our first discussion, we want to listen and learn from you. We may ask you a lot of questions — so we can really understand your organization. In turn, we share information about who we are and why we’re passionate about customer experience and quality.

We may ask you for sample recorded calls, which we will evaluate and illustrate your current call performance in a sample report. Our team will walk you through the dashboard to explain what the numbers mean, what insights you can gain from the data, and what a quality improvement initiative would look like specific to your organization.

Once you engage with ARC, we immerse ourselves in your culture to understand your contact center operations and teams. We work with you to identify your goals and criteria for successful calls. We then develop evaluation tools and scorecards that break 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

We will pilot these tools for a period of time by monitoring calls and scoring your agents according to the criteria and standards we establish with you. At the end of the pilot, we partner with you to review the data, calibrate the tools, and prepare to implement across your team. After the initial calibration, our team of experts will meet with you monthly to review data, calibrate as needed, and recommend needed coaching or training to impact quality improvements. We act collaboratively as a catalyst to your team’s transformation by turning data insights into action–and results!

Language Capabilities

In today’s business environment, customers may be increasingly connecting with your company from around the globe. As such, it is important to ensure that the customer experience you provide meets customers where they are.

At this time, we offer all of our services in the following languages: English, Spanish, Italian, Dutch, German, French, Russian, Polish, Czech, Slovak, Mandarin, Japanese, and Thai.

Translation services include full or partial transcripts in the language and translations into English. We are always adding new languages! Please contact us if you do not see the language you need.