Contact Center Analytics Tools

Turn Customer Insights into Action

The metrics gained from monitoring the interactions of all your customer-facing employees delivers a vital and objective evaluation for your business. Reporting dashboards can give you the solid data you need to respond promptly to emerging customer service issues, to reveal new industry trends via competitor analysis, or to identify training needs for your contact center staff.

Valuable Customer Data Yields Invaluable Results

At ARC, our Analysis and Reporting dashboards are carefully crafted to bring you the information you need to improve your customer service performance. Whether standalone or in conjunction with your current quality assurance programs, our custom investigative tools and programs allow you to compare ‘apples to apples’ for accurate statistical comparisons of your quality assurance and remote monitoring programs.

Procedural Accuracy

Address scripting, customer information acquisition and verification, and general procedural knowledge on both customer service and contact center sales transactions.

Phone, Email, and Chat Etiquette

Obtain a detailed look into your contact center’s courtesy, professionalism, voice clarity, tone, and problem-solving skills, and objectively evaluate how successfully your contact center staff conveys your company’s care and commitment to the customer.

Technical Accuracy

Evaluate the accuracy and thoroughness of your representative’s responses to specific product and service questions.

Impressions, Comments, and Reports

All our reports are available online at any time. Metrics, prose comments, and other data can all be drilled down and organized in any way you see fit. Each and every call ARC evaluates is documented with descriptive feedback on the representative’s overall call, chat, and email skills.

Our assessments are customized for your unique business goals

We can create specific analysis forms to gain further data on areas of concern that have been identified through our mystery shopping, remote contact monitoring, and competitive analysis programs.

Contact analysis summary reporting consists of a series of organized contact center reports, ranging from line by line ratings, to section ratings and prose analysis, our reports analyze each aspect of the call assessment in both individual detail and summary form.

Our call report summaries can be organized to display:

  • Current contact center performance metrics.
  • Improvements achieved since the last contact summary report.
  • Comparisons by question, customer service representative, department, and location.
  • Year-to-year comparative reports showing progress towards company goals, or comparing separate call center locations.

Individual reports by representative can be drilled down by date range, score range, and by location and group. All summary reporting can be sorted by date range, department, or location. Fifteen standard summary reports, non-prose analysis, and quarterly reports are provided at no extra cost. These reports can be viewed as a web page or exported into PDF, Microsoft Excel, or Text Formats.

Elevate your customer experience with Contact Center Analysis Tools:

ARC can customize your reports to include any number of variables or questions pertinent to your sales, technical, or customer service operations, depending on the needs and goals of your business.
  • Improve customer retention–and attract new customers.
  • Increase customer satisfaction and build brand loyalty.
  • Drive sales effectiveness and organic revenue growth.

Book a Meeting

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

Cheryl Thibault,
Founder of ARC Quality Solutions

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
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eBook: 4 Ways to Transform & Optimize Your Contact Center
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.
Jeff Wu Houston Methodist Hospital

Please contact us for an online
demonstration of our Reporting Tools