Proven Results

In any industry, customer experience is what sets your business and brand apart from your competitors. Every interaction with your customer is an opportunity to grow that relationship and ultimately increase customer loyalty. This is especially true for contact centers, large corporations, and companies selling or delivering services by phone or other channels.

At ARC, quality is our passion! We are committed to continuous quality improvement, particularly to help businesses provide value in every customer interaction. We aim for perfection by immersing ourselves in your company culture and process to understand your customer’s perspective. We know that by doing so, we can help you to achieve the highest level of satisfaction with each customer interaction. We thrive on changing companies by helping them cultivate meaningful connections with their customers.

Through accurate, timely, and impactful data, we help your employees gain insights that uncover the unseen value in your customer relationships and cultivate customer loyalty to your brand. The results are transformational:

  • Your employees deliver consistent, quality customer interactions.
  • Your company’s brand reputation elevates.
  • You set your company apart from all others in your industry.
Our Proven Process
Our Proven Process mobile

We are deeply committed to helping organizations cultivate meaningful, actionable, and helpful connections with customers in every interaction. To help you accomplish this objective, we need to understand your organization — your people, your mission, and your goals for customer experience and for developing your team to provide quality service. During our first discussion, we want to listen and learn from you. We may ask you a lot of questions — so we can really understand your organization. In turn, we share information about who we are and why we’re passionate about customer experience and quality.

We may ask you for sample recorded calls, which we will evaluate and illustrate your current call performance in a sample report. Our team will walk you through the dashboard to explain what the numbers mean, what insights you can gain from the data, and what a quality improvement initiative would look like specific to your organization.

Once you engage with ARC, we immerse ourselves in your culture to understand your contact center operations and teams. We work with you to identify your goals and criteria for successful calls. We then develop evaluation tools and scorecards that break down the components of a successful call, such as:

  • Call greeting requirements
  • Expectations and goals of the call process
  • Successful call closing requirements
  • Essential communication skills

We will pilot these tools for a period of time by monitoring calls and scoring your agents according to the criteria and standards we establish with you. At the end of the pilot, we partner with you to review the data, calibrate the tools, and prepare to implement across your team. After the initial calibration, our team of experts will meet with you monthly to review data, calibrate as needed, and recommend needed coaching or training to impact quality improvements. We act collaboratively as a catalyst to your team’s transformation by turning data insights into action–and results!

These Brands Trust ARC To Deliver Excellence and Innovation

Houston-Methodist-Hospital
Staples
First-Horizon-Bank
Network-Solutions
Western-Digital-Logo
Cruise-America-Logo
Herc-Rentals-Logo
Thomson-Reuters
Atlas-Copco
Cutco
American-College-of-Radiology
American-College-of-Radiology
All-Health-Network-Logo
Polaris
Graco
Suburban-Propane-Logo

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Let's talk about your company's goals and needs!

Cheryl Thibault,
Founder of ARC

Testonimals

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
Testonimals

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
Testonimals

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
Testonimals

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.