We Serve the Banking, Finance & Insurance Industry

When you’re handling clients’ finances, they expect a higher standard of customer service. Making sure your business is easy to reach, provides clear solutions, demonstrates PCI compliance, and has top-quality agents serving your customers is paramount to customer retention and longevity.

Utilizing ARC’s Quality Monitoring programs, you can ensure that every channel your customers use to communicate with your agents meets your standards and represents your brand accurately. In the banking and finance industry, customer care often distinguishes companies as the best, so it’s crucial that no matter what the form of communication is–text, call, email, or chat–your customers feel taken care of.

In any size business, quality monitoring of contact center agents and branch representatives make a difference. With the help of ARC’s Omnichannel Quality Monitoring program, you can identify areas of your contact center or local branch that need improvement, and ARC will work with your team to develop a training program catered to your specific needs.

How We Can Help

We offer CX Optimization, Quality Monitoring
and Call Center Coaching for clients worldwide.

Quality Program Assessment & Redesign

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Customer Experience Research

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Telephone
Mystery
Shopping

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Omni-Channel Quality
Monitoring

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In-Depth Competitive Benchmarking

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Human Verified AI Quality Assurance

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Contact Center Analytics Tools

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Third-Party Contact Center Monitoring

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Call
Coaching

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Onsite & Virtual Training

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Sales Effectiveness Training

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DISC Assessments & Training

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Quality Manager Leadership Training

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Train-the-Trainer
Programs

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Corporate Culture Development

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Phone, Email, and Chat Etiquette

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Employee Retention

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Competitor Analysis

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Reports & Dashboards

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Customer & Employee Satisfaction Surveys

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Remote Call, Chat, and Email Analysis & Reporting

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Call Center Performance Evaluations

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Latest CX Insights

Explore our blog for insightful articles, and ideas about optimizing the Customer Experience
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How To Improve Your Contact Center Performance Using Analytics

If you’re like most contact center leaders who strive always to do even better, then you need to know how […]

Logical Reasoning vs. Pattern Matching: Which AI is Better for Contact Center Quality Assurance? a group of business colleages consider what's on a computer screen while another has a graph on their screen.
Logical Reasoning vs. Pattern Matching: Which AI is Better for Contact Center Quality Assurance?

With advances in artificial intelligence, many contact center leaders are analyzing the differences between logical reasoning vs. pattern matching. Beginning […]

Can AI provide better customer service than humans? Young woman sits on couch and smiles while on the phone and using laptop
Can AI Provide Better Customer Service Than Humans?

As interactive Artificial Intelligence (AI) technology evolves, it’s critical to consider carefully: can AI provide better customer service than humans? [...]

What Contact Center Managers Need to Know About AI - a group of operators work at their stations as their boss helps.
What Contact Center Managers Need to Know About AI

Artificial Intelligence is transforming the business landscape, and what contact center managers need to know about AI is that there […]

Want to see how we can
help your financial institution?

Book a Meeting

Book an appointment now to discuss your goals and needs.

Cheryl Thibault,
Founder of ARC