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.
Case Study:
The Challenge
A major healthcare provider is concerned that recent complaints from their patient population are a result of misinformation coming from their contact center. They also want to ensure their agents are providing the right information to patients and aren’t in any legal or compliance violation while they perform their role as a service provider.
How we solve the problem
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.
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What Our Clients Are Saying About Us
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. EllisThe Pet Loss Center
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 . It makes it much easier for me to analyze the results and share the verbatim with my leadership because they all make sense.
Ted EkkarsPolaris
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. We have never had one issue with ARC’s services or support. They really know their product line. 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
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 BinderClient Access – AllHealth Network
Designation
I’ve been working with Cheryl and her Team at ARC since 2017. If you want the feel and service of a small intimate company but the quality, technology and results of a very large corporation, this is the place. Cheryl and her Team have excellent follow-through on requests, changes or details you may want to discuss with your project. We utilize her Team for our secret shops on our sales agents. It does not matter where we are located in the United States, her Team is able to monitor our calls during the time zone we need, 24/7.
Tracey NesselroteCruise America
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. EllisThe Pet Loss Center
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 . It makes it much easier for me to analyze the results and share the verbatim with my leadership because they all make sense.
Ted EkkarsPolaris
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. We have never had one issue with ARC’s services or support. They really know their product line. 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
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 BinderClient Access – AllHealth Network
Designation
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