HAPPIER CUSTOMERS
Increased Customer Satisfaction = More Repeat Sales
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.
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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:
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AIQA – “AI For The Little Guy”
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Telephone Mystery Shopping
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Remote Monitoring / Call Evaluations
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Call Coaching Programs
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Online Training Course
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Editing Services
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Onsite & Virtual Training
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.
eBook: 4 Ways to Transform &
Optimize Your Contact Center
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.
ARC has been a great partner and collaborator for our needs and if we need anything in the future or any of the other programs at my agency need anything like this, ARC will be the first I will recommend.
Sheena M Ammen Binder
Director, Client Access - AllHealth Network
I am impressed with the quality of notes and their ability to capture the technical details properly in them – which is tricky given all the components and technical jargon our industry likes to throw around.
Ted Ekkars
Polaris
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.
Tom Southerland
Neff Rental
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. Their references were excellent and their pricing was exceptional! They are open to new ideas and very creative – they really go the extra mile to help.