We Serve the Healthcare Industry

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

How We Can Help

We offer CX Optimization, Quality Monitoring
and Call Center Coaching for clients worldwide.

Quality Program Assessment & Redesign

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Customer Experience Research

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Telephone
Mystery
Shopping

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Omni-Channel Quality
Monitoring

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In-Depth Competitive Benchmarking

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Human Verified AI Quality Assurance

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Contact Center Analytics Tools

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Third-Party Contact Center Monitoring

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Call
Coaching

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Onsite & Virtual Training

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Sales Effectiveness Training

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DISC Assessments & Training

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Quality Manager Leadership Training

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Train-the-Trainer
Programs

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Corporate Culture Development

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Phone, Email, and Chat Etiquette

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Employee Retention

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Competitor Analysis

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Reports & Dashboards

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Customer & Employee Satisfaction Surveys

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Remote Call, Chat, and Email Analysis & Reporting

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Call Center Performance Evaluations

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Latest CX Insights

Explore our blog for insightful articles, and ideas about optimizing the Customer Experience
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Logical Reasoning vs. Pattern Matching: Which AI is Better for Contact Center Quality Assurance?

With advances in artificial intelligence, many contact center leaders are analyzing the differences between logical reasoning vs. pattern matching. Beginning […]

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Can AI Provide Better Customer Service Than Humans?

As interactive Artificial Intelligence (AI) technology evolves, it’s critical to consider carefully: can AI provide better customer service than humans? [...]

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What Contact Center Managers Need to Know About AI

Artificial Intelligence is transforming the business landscape, and what contact center managers need to know about AI is that there […]

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10 Ways to Enhance Customer Experience with AI

As Artificial Intelligence (AI) continues to revolutionize the way contact centers interact with customers, there are 10 ways to enhance […]

Want to see how we can
help your healthcare organization?

Book a Meeting

Book an appointment now to discuss your goals and needs.

Cheryl Thibault,
Founder of ARC