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!