Reporting Dashboards

ARC’s quality monitoring solutions evaluate agent performance–either for an individual, 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 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 individual, 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.

These Brands Trust ARC To Deliver Excellence and Innovation

These Brands Trust ARC To Deliver
Excellence and Innovation

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