Customer Retention

ARC Customer Experience > Customer Retention

Acquiring customers is only half the battle. The real work starts when it comes to retaining those customers and keeping them happy.

The Challenge

A major telecommunications company is faced with unhappy clients resulting in high customer turnover and losing market share to their major competitor. The company is looking to identify all the reasons why their customers are leaving, and how to improve their customer experience not only to win back those customers they lost, but to build customer loyalty so they don’t look for other options in the future.

How we solve the problem

ARC’s Competitor Analysis program allows the company to identify competitors and define common elements of customer service and quality, break down comparable areas, and contact both you and your competition on a regularly scheduled basis, much like our Mystery Shopping program.

Armed with ARC’s comprehensive contact analysis and evaluations, the company is able to target specific areas for improvement compared to others in the industry. Such insights give the company an opportunity to get ahead of the curve, providing services their competitors aren’t and using that edge to build brand loyalty and retain their customers.

What Our Clients Are Saying About Us

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 Binder Client Access – AllHealth Network

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 Nesselrote Cruise 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. Ellis The 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 Ekkars Polaris

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Progressively maintain extensive infomediaries via extensible niches. Dramatically disseminate standardized metrics after resource-leveling processes. Objectively pursue diverse catalysts for change for interoperable meta-services.