Establish Your Baseline and Track Measurable Growth
Quality assurance (QA) isn’t only about identifying issues; it’s about consistent, measurable improvement. With ARC’s Pre- and Post-Assessments, you’ll have the tools to accurately assess where your team begins, and how far they grow through program support.
Here’s how we can help you gain clarity and drive actionable results:
Why Use Pre- and Post-Assessments?
- Accurate Baseline Data: Identify key performance metrics and deeper insights into current customer service and team performance.
- Data-Driven Decisions: Use pre-test results to build customized strategies and interventions that focus on eliminating friction points in processes.
- Measurable Impact: Compare pre- and post-assessment data to validate the effectiveness of training, coaching, and other interventions.
- Stronger Team Performance: Empower employees through tailored development plans and encourage measurable growth.
- Customer-Centric Improvements: Elevate customer satisfaction and retention rates through targeted improvements.
How It Works
ARC’s Pre- and Post-Assessments provide a streamlined, flexible approach to tracking the effectiveness of your quality assurance initiatives.
Step 1. Set the Baseline
We collaborate with you to design tailored surveys, analyze call evaluation results, and collect critical baseline data. This step defines your KPIs, friction points, and overall goals.
Example:
Establish pre-test data by analyzing customer wait times, resolution success rates, and employee knowledge of core processes.
Step 2. Implement Interventions
Using pre-assessment insights, ARC recommends personalized interventions such as employee coaching, process improvements, or targeted training programs.
Step 3. Measure Results
Post-assessments evaluate progress and compare results, helping you understand the impact and ROI of our solutions.
Example:
Post-test data confirms improved CX metrics like faster resolution rates and higher CSAT scores following intervention.
Step 4. Continuous Improvement
Regular pre- and post-assessments provide actionable insights for an ongoing cycle of growth and progress.
Trusted Results, Proven Success
Our clients trust ARC for reliable, measurable results. Here’s what some of them have achieved with our Pre- and Post-Assessments program:
- 31.6% Revenue Growth in 9 Months: Through targeted pre- and post-intervention assessments, we helped a client optimize processes and improve customer service.
- Empowered Teams: Teams experienced a 20% increase in first-call resolution as a direct result of tailored coaching interventions based on assessment data.
- Enhanced Customer Experiences: Post-assessment surveys showed a 25% improvement in customer satisfaction after implementing ARC-recommended strategies.
Frequently Asked Questions
How do the assessments identify areas for improvement?
We analyze baseline data collected during the pre-assessment phase, such as customer satisfaction surveys and performance metrics, to highlight friction points or focus areas. These insights are the foundation for strategic improvement.
Can I try the program without long-term commitment?
Yes, ARC offers pilot programs with flexible terms to ensure our services meet your expectations before full implementation.
Will this disrupt my team’s current workflow?
Not at all. ARC’s process is designed to integrate seamlessly into your operations with minimal disruption. Our tools are easy to implement, saving you time and resources.
How soon can I expect results?
Many of our clients see initial results within 60 days, with sustainable, measurable improvements within 3-6 months of implementation, though exact timelines may vary based on the scope and complexity of the intervention.
Do you offer customized assessments?
Absolutely. We tailor all assessments to the unique needs of your organization to ensure the most accurate and actionable results.
Build a Better Customer Experience With ARC
Pre- and Post-Assessments are the ultimate tools for data-driven quality assurance. They help identify opportunity areas, validate results, and create continuous improvement across your organization.
With ARC, you’ll gain clarity, empower your team, and deliver exceptional customer experiences that drive success.
Don’t wait to take your quality assurance efforts to the next level.
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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.