Flexible AI-Powered Quality Assurance for Contact Centers

We make it easy to make everyone happy: Customers, Employees, and especially the C-Suite, all while lowering operational costs. Find out how we helped grow revenue by 31.6% in just nine months, all while still caring about people
Read The Case StudyImprove CX with Empathy

These Brands Trust ARC To Deliver Excellence and Innovation

Houston Methodist Hospital
Staples
First Horizon Bank
Network Solutions
Western Digital Logo
Cruise America Logo
Herc Rentals Logo
Thomson Reuters
Atlas Copco
Cutco
American College of Radiology
All Health Network Logo
Polaris
Graco
Suburban Propane Logo

These Brands Trust ARC To Deliver Excellence and Innovation

Staples
Herc Rentals Logo

We Offer Flexible Solutions To Improve Customer Experience Results

NEW

AIQA

Use AI to enhance your speech analytics

  • Human Verified Quality Assurance
  • Massive Cost Savings
  • Speech Analytics
  • Increased Agent Performance

Quality Monitoring

Quality Monitoring is Really Success Monitoring

Telephone Mystery Shopping

Secretly shop agents and competitors

  • Phone
  • Email
  • Chat
  • Competitor Analysis
  • Editing

Coaching

Improve individual strengths

  • One-on-one coaching
  • DiSC Assessments and Workplace Motivators
  • DiSC Work Shops, In person & Virtual
  • Train-the-Trainer
  • Sales Effectiveness Training

Surveys

Improve customer retention and reduce contact center agent turnover

  • Customer Satisfaction Surveys
  • Employee Engagement Surveys
  • Turn Customer Insights into Action

CX Optimization

Give yourself a strong competitive advantage and drive business growth and success

  • Increase Customer LTV
  • Lower Acquisition Costs
  • Increased Revenue
  • Establish A Great CS Team

Results We Deliver

Employee Retention & Development

CX is Only The Beginning

We help Contact Center Heads, COOs, CMOs, CXOs and other company leaders improve their Customer Experience (CX). But that is just the beginning. In which of the following areas do you need the most help?
Ensure Contact Center QualityImprove Customer ExperienceImprove Customer RetentionReduce Contact Center Agent TurnoverEnsure Agent Reliability & ComplianceDrive Sales Effectiveness & RevenueLeverage Omnichannel MarketingGather Customer Insights

Our Proven Process

100% Satisfaction Guarantee

Replacement of any audit/shop at no cost

Quality Monitoring Dashboard

Our analysis and reporting forms are carefully crafted to bring you the information you need to improve your contact center's performance.

Areas our team's analysis and reporting evaluate

  • Procedural Accuracy
  • Telephone Information
  • Impression, Comments, and Reports
  • Technical Accuracy
  • Phone, Email, and Chat Etiquette
Request a Demo
ARC quality monitoring dashboard showing call center results

Our Mission is to help our clients deliver outstanding service with every interaction

ARC has always had the goal and vision of developing partnerships with each client we serve, ensuring the data received is accurate, actionable, and insightful. We offer an integrated solution that provides our clients with the information they need to drive sales, develop a strong service culture withing their organization, and to keep them at the forefront of their industry in customer satisfaction and retention.

 

Our programs are designed with your company in mind. We are dedicated to helping you implement the best possible customer service practices through detailed analysis.

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

eBook: 4 Ways to Transform & Optimize Your Contact Center

Ready to transform your contact center? Download our free guide to get started.

Here’s what you’ll learn:

  • How Speech Analytics are changing CX.
  • How to gain valuable insights that put you years ahead of your competitors.
  • The keys to creating a thriving culture.
  • How to improve customer experience and reduce lost revenue with omnichannel strategies.
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eBook: 4 Ways to Transform & Optimize Your Contact Center

Featured Case Study: CX at a Top-Ranked Hospital

Measuring the quality of service delivered
at a Hospital's high-volume call center
View Case StudyView All Case Studies

Additional Case Studies

Coaching Increases Revenue and Improves
Employee Engagement
How we measured empathy in the B2B/B2C Veterinary Industry
Improving Call Effectiveness scores through an Omnichannel Monitoring Approach

Latest CX Insights

Explore our blog for insightful articles, and ideas about optimizing the Customer Experience
Can Call Coaching Actually Improve Your Bottom Line? A group of women at a call center smile and look at the computer screen. One woman is training the others.
Can Call Coaching Actually Improve Your Bottom Line?

True or false – can call coaching actually improve your bottom line? True. Of course, it’s wise to look at […]

closeup of woman's hands holding the telephone receiver as she pushes the phone buttons
Telephone Mystery Shopping: How it Began and Why it Remains a QA Best Practice

Telephone mystery shopping has long been a cornerstone of quality assurance (QA) in customer service. While the industry has seen […]

Cheryl Thibault, ARC CEO alongside the ARC logo
5 Noteworthy Things that Put ARC CEO Cheryl Thibault in a Class By Herself

ARC wouldn’t be the premier telephone mystery shopping and quality solutions company it currently is without the vision and direction […]

man holding smartphone holds finger over customer service survey, with sad, neutral, and happy faces overlayed at the top
AI Gone Wrong: 5 Pitfalls That Diminish Your CX

Artificial intelligence (AI) has undeniably transformed the customer service landscape, particularly in call centers where efficiency and responsiveness are critical. […]

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Let's talk about your company's goals and needs!

Cheryl Thibault,
Founder of ARC