View the Entire Customer Journey
In a contact center, customers use multiple channels to interact with agents, including traditional ones like phone calls and emails, as well as newer options like live chat and SMS texts. It can be difficult to ensure the quality of your contact center is high across all avenues of communication. In this increasingly digital environment, it’s critical to capture an accurate, comprehensive view of your customers’ needs and expectations. Each unique inquiry is going to cause a customer to escalate to your contact center using the communication channel that is most effective for them. To support this, each communication channel should align with your customer’s expectations and align with your company’s brand promise and messaging. ARC makes that happen.
Quality Monitoring
Having the right quality monitoring solutions in place is how you protect one of your most important investments in your business — your contact center. Whether self-managed or outsourced to a third party, your contact center is how your customers experience your company. It’s how they interact with – and shape their perception of – you. This is precisely why it is critical for you to monitor the performance and quality throughout your contact center.
Quality monitoring solutions allow you to track what’s working well and identify areas with potential opportunities for improvement. Either way, you must know what’s happening in your contact center, both strengths and obstacles, in order to get the best return on your investment.
Data-Driven Insights
The best business decisions can only be made when you have all the necessary information to make such an informed and impactful choice. Beyond simply collecting data, the best quality monitoring solutions allow you to derive deeper insights into the current health and future potential of your contact center.
At ARC, we build your quality monitoring program to give you the data-driven insights you need to reach your business goals and ensure your success.
Quality Monitoring is Really Success Monitoring
Customers are the driving force of your business, so monitoring the quality of customer experience (CX) provided by your contact center is the foundation for sustained business success.
With the holistic quality monitoring solutions provided by ARC, you are able to:
- View the entire customer journey … from the all-important customer’s perspective.
- Ensure reliable, quality customer service across every channel and at every touchpoint.
- Increase customer satisfaction and loyalty.
Third-Party Quality Monitoring
ARC provides call quality monitoring to determine the standard of service you are receiving from your outsourced contact center provider. Ensure you are getting the best return on your investment…and that your customers are getting the service you expect them to have.
If it’s important to you, it’s important to ARC. That means when you invest in a contact center from an outside provider, you deserve to get the value you’re paying for.
We’ll employ a program built based on your concerns, and provide a holistic overview of what you’re paying for.
Ensure Quality Customer Service across All Channels
ARC’s omnichannel approach to quality monitoring ensures that your customers are getting the same level of care no matter the platform. Each agent’s communications will be monitored live or recorded, anonymously, and discreetly, avoiding uncharacteristic behaviors, and giving you the truest insights into performance and compliance across all relevant channels.There is untapped potential within every contact center, and ARC can analyze, interpret, and evaluate interactions using quality measures and objectives based on your specific areas of concern. ARC will identify any number of key customer service areas, including call etiquette, problem-solving, and listening skills. For emails, text, and live chats, we’ll evaluate response times, grammar, punctuation, accuracy, and thoroughness to ensure your customers are treated the way you’d want them to be. Time and talent are invaluable resources. That’s why our programs are tailored to your company’s needs.
Elevate Your Customer Satisfaction
Monitoring all communication channels used by your customers is a key strategic imperative in today’s consumer-driven environment. In doing so, you demonstrate to everyone–employees and customers alike–that your business cares about what customers think and how they feel. Not only will you identify important trends and business insights, but your agents will build better connections with your customers, which in turn, builds customer loyalty to your brand.
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.