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Because Quality Service Matters.

Services

Remote Call, Chat, and Email Performance Evaluations

It’s no secret—training and motivating contact center representatives takes time, effort, and resources. Being watched by a direct supervisor can create an anxious workplace, directly impacting your results. ARC’s objective observation takes the pressure off of you and your representatives and provides a more accurate, realistic snapshot of your contact center’s performance.

 

ARC works side by side with your staff to provide a high quality, objective evaluation of important calls, chats, and emails to help your company build a reputation of great customer service.

Telephone Mystery Shopping

It’s every enterprise’s dream to be inside the head of its customers. Our Telephone Mystery Shopping program is built to get you as close to that as possible. Your contact center is the front-line of your business. Set your company apart with your customer service interactions.

 

A strategic, intentional telephone mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions. We provide experienced shoppers to give you the tools you need to improve.

Competitor Analysis

Being aware of your competitors is an essential practice of any successful enterprise. ARC will provide you with useful information to keep you one step ahead. 

 

ARC’s Competitive Analysis Programs are specifically designed to compare your company with your competition objectively. See how you stack up against others in your industry.

Customer Satisfaction Surveys

A satisfied customer is a customer for life. ARCs survey program opens a window to how your customers are feeling in real-time. Break down barriers by collecting their opinions.  

 

Our Customer Satisfaction Survey programs allow you to gauge your customers’ satisfaction across the board—product, services, and interactions. Every point of contact matters. Hear what they’re saying in their own words. 

One-To-One Coaching & Onsite Training Programs

Our world-class call coaching programs are one-on-one training sessions, educating, training, and strategizing with your staff to improve customer service. ARC identifies any areas of improvement so your company provides the best customer experience possible.

 

Ongoing or as-needed, on-site training can help unlock the hidden potential of your representatives. ARC’s training sessions include basic telephone skills and etiquette, role-playing scenarios, positive reinforcement, problem-solving skills, effective listening techniques, and effective questioning skills.

Call, Chat, and Email Analysis & Reporting

Every interaction matters to you, which means every interaction matters to us. That’s why each one is observed and evaluated. We generate an assessment to break down several key aspects of the individual customer contact center experience.

 

The information we gather will reflect your specific needs and can be updated as often and as quickly as necessary to respond to concerns or customer information needs that arise.

Languages

 

At this time we offer all of our services in the following languages: English, Spanish, Italian, Dutch, German, French, Russian, Polish, Czech, Hindi, Korean, Slovak, Mandarin, Japanese, and Thai.

 

Translation services include full or partial transcripts in the language and translations into English. We are always adding new languages! Please contact us if you do not see the language you need.

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