Quality Monitoring
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
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.
Monitor the quality of your outsourced contact center
- View your entire customer journey–from your customer’s perspective.
- Ensure reliable, quality customer service across every channel.
- Increase customer loyalty and satisfaction.
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
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.
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.
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.