Ensure Contact Center Quality
Quality Monitoring
Great customer experience starts with quality monitoring.
Providing every customer the same high-quality service experience is a top priority for any organization, especially in industries where getting it right every time is crucial. Having the right quality monitoring solutions in place protects your contact center investment by tracking performance, identifying improvement opportunities, and ensuring consistent customer service.
These solutions offer data-driven insights into the health and potential of your contact center, enabling informed decisions that boost customer satisfaction and loyalty. At ARC, our quality monitoring programs provide the insights needed to view the entire customer journey from the customer’s perspective, ensuring your contact center supports sustained business success.
Case Study:
The Challenge
A major hotel chain is receiving consistent feedback from guests that the agents they were connected to often put them on hold, transferred their call multiple times, and generally weren’t being supported the way they expected. The hotel management is looking to identify any gaps in the customer experience and equip their contact center agents with adequate tools to serve potential guests better and protect their brand reputation, all without applying unnecessary pressure to their team.
How we solve the problem
Through ARC’s Remote Call, Chat, and Email Performance Evaluation, the hotel chain is able to garner objective, accurate data that identifies areas of improvement across the contact center. ARC analyzes, interprets, and evaluates individual interactions to paint a holistic picture of the service the hotel provides.
With those areas identified, ARC can then provide individual pieces of training for the hotel’s agents, developing an on-site, one-on-one coaching program designed for the unique needs of each agent.
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