What To Expect

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. And, 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!

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
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eBook: 4 Ways to Transform & Optimize Your Contact Center

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

Cheryl Thibault,
Founder of ARC Quality Solutions

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.