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.
Technical Accuracy
Evaluate the accuracy and thoroughness of your representative’s responses to specific product and service questions.
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.
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.
Gain Insight Into Your Customer’s Experience
A satisfied customer is a customer for life. Surveying your customers opens a window to how they feel in real-time. Break down barriers by collecting their opinions. Staying ahead of the curve in customer care is a foundational aspect of overall quality service. Our Customer Satisfaction Survey program allows you to gauge your customers’ satisfaction across the board—product, services, and interactions. Every point of contact matters. Hear what your customers are saying in their own words.
ARC’s Customer Survey program includes mailed and emailed questionnaires; providing valuable, measurable data your team can apply to your operations. Each customer survey consists of a series of questions that will help you identify where your business is doing well and where you can bolster your results.
Getting inside the head of your customers feels like a superpower, because it is. When you outsource a customer experience survey, you’re able to receive honest feedback and insights about what your clients are feeling and experiencing in their interactions with your company. This enables you to pivot quickly and adapt to their needs.
Customer Surveys Tailored to your Unique Business Goals
By collaborating with you and your team, ARC will design a custom survey that caters to your company’s specific goals. Your organization’s most pressing goals are our goals too. Target particular product segments, customer demographics, or geographical regions to find out the very best ways to serve your valued customers.
Similar to our Telephone Mystery Shopping and Omnichannel Quality Monitoring programs, every survey call is evaluated on a Customer Satisfaction Survey form. Your management can access detailed reports through our online reporting system on an ongoing basis to measure improvements, monitor for customer trends, and identify business opportunities.
Implementing a customer satisfaction survey in tandem with a Remote Contact Monitoring or Mystery Shopping program can yield essential data to leverage your strengths and distinguish your brand from your competitors.
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.