- Procedural Accuracy
- Telephone Information
- Impression, Comments, and Reports
- Technical Accuracy
- Phone, Email, and Chat Etiquette
Call Evaluation Performance
How is performance measured?
- Call greeting requirements
- Expectations and goals of the call process
- Successful call closing requirements
- Essential communication skills
As we monitor your calls, we score your agents according to the criteria and standards we establish with you during the implementation phase. ARC’s Reporting Dashboards will objectively illustrate the quality of the interactions your customers have with your agents, giving you insights into the quality of service, sales effectiveness, and ultimately your overall customer experience.