But, we care more about helping companies build a culture of customer service.
It’s no secret—training and motivating contact center agents takes time, effort, and resources. Being watched by a direct supervisor can create an anxious workplace, directly impacting agent productivity, customer experience, and ultimately your results. Taking a close look at your contact center can shed light on weaknesses with the customer experience your business provides.
Implementing Quality Monitoring as a Key Strategic Initiative
Quality Monitoring Programs take the pressure off of you and your agents to provide a more accurate, realistic snapshot of your contact center’s performance without compromising data quality. ARC’s customer experience experts work side-by-side with your staff to develop an effective, objective evaluation of customer communications–calls, chats, and emails–to help your company build a reputation of great customer service.
Every interaction matters to you, which means every interaction matters to us. That’s why each one is observed and evaluated. We generate an assessment to break down several key aspects of the individual customer contact center experience. The information we gather will reflect the specific needs of your business and can be updated as often and as quickly as necessary to respond to concerns or customer information needs that arise.
Our world-class call coaching programs are one-on-one training sessions, educating, training, and strategizing with your staff to improve customer service. ARC identifies all areas of improvement so your company provides the best customer experience possible.
Ongoing or as-needed, on-site training can help unlock the hidden potential of your representatives. ARC’s training sessions include basic telephone skills and etiquette, role-playing scenarios, positive reinforcement, problem-solving skills, effective listening techniques, and effective questioning skills. Our programs can be fully customized to cater to the individual agent or an entire team.
Reduce contact agent turnover through Quality Montoring and Coaching
In a space where 86% of customers would pay for a better customer experience, monitoring the quality of the services you provide is paramount.
Gain insight into and invest in your Employee Experience–they are your customers, too.
Engage, empower, and inspire employees to embrace change and continuous improvement.
Build a culture of customer service across your organization.
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.
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.
Jeff Wu Houston Methodist Hospital
Book an appointment with us to discuss your goals and needs.