We Serve the Healthcare Industry

ARC Customer Experience > Healthcare

Contact centers are the centerpiece of patient engagement and satisfaction in health care, and as such, they require the highest quality standards for delivering excellent service while maintaining HIPAA compliance.

Agents may receive hundreds of calls each day facing a very broad range of patient, family, or visitor requests – from appointment scheduling and insurance questions to prescription refills, care instructions, and other health concerns. These agents must cultivate a great patient experience – both for inbound interactions and outbound communications. As a result, there are many key operational metrics that contribute to the overall measures of patient experience and patient satisfaction– which are also measured and tracked externally impacting a healthcare system’s reputation and financial stability.

Through Quality Monitoring and Reporting Dashboard, ARC helps healthcare contact centers. And, with quality improvement being a key strategic imperative in all healthcare systems, ARC’s comprehensive, customized Training and Coaching programs help the operational leadership gain an understanding of how to run a top-of-the-line contact center balancing focus, accuracy, and empathy and deliver an excellent patient experience.

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

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.

Quality Program Assessment & Redesign

Customer Experience Research

Telephone Mystery Shopping

Omni-Channel Quality Monitoring

In-Depth Competitive Benchmarking

Managed Speech Analytics

Contact Center Analytics Tools

Third-Party Contact Center Monitoring

Call Coaching

Onsite & Virtual Training

Sales Effectiveness Training

DISC Assessments & Training

Quality Manager Leadership Training

Train-the-Trainer Programs

Corporate Culture Development

Phone, Email, and Chat Etiquette

Employee Retention

Competitor Analysis

Reports & Dashboards

Customer & Employee Satisfaction Surveys

Remote Call, Chat, and Email Analysis & Reporting

Call Center Performance Evaluations

15 Tips for Creating a Great Digital Customer Experience

Customer Experience Management for Any Budget

Importance of Gathering Customer Insights

How Can Customer Experience be Measured?

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Telephone
Mystery
Shopping

Omni-Channel Quality
Monitoring

Call
Coaching

Train-the-Trainer
Programs