Compliance & Reliability

How do you ensure your contact center agents maintain compliance and reliability in every customer interaction?

Contact center agents are in most cases, the first line of contact for your business. They handle customers’ problems firsthand and set the tone for your entire brand. Because of this, it’s important that you’re absolutely sure every agent is consistently performing up to standard.

This not only ensures a positive customer experience but also mitigates the risk of non-compliance with critical regulations like HIPAA and PCI. By maintaining high standards of performance and adherence to compliance requirements, you protect your brand’s reputation and build trust with your customers.

ARC’s Telephone Mystery Shoppers pose as actual patients, calling or emailing to ask specific questions, providing contact center management with the insights they need to determine the reliability and compliance of their agents. Working closely with management, ARC customizes the mystery shopping program to include all variables unique to the healthcare industry focusing on the patient experience. By adjusting the program to concentrate on identified problem areas, the healthcare provider’s overall standing is improved–with patient satisfaction being a mandated industry metric with financial consequences.