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Because Quality Service Matters.

Call, Chat, and Email Analysis & Reporting

Call Analysis & Reporting

Valuable data, invaluable results

At ARC, our analysis and reporting forms are carefully crafted to bring you the information you need to improve your contact center’s performance. Either standalone or in conjunction with your ongoing quality assurance programs, our analyses allow you to compare ‘apples to apples’ for accurate statistical comparisons of your quality assurance and remote monitoring programs.

Our analysis and reporting forms evaluate the following key areas:

Procedural Accuracy

 

Address scripting, customer information acquisition and verification, and general procedural knowledge on both customer service and contact center sales transactions.

Technical Accuracy

 

Evaluate the accuracy and thoroughness of your representative’s responses to specific product and service questions.

Telephone Information

 

The telephone information section records the actual number of rings to connect the call, number of phone menu prompts encountered, time spent in the call queue, and time spent on the customer call. These call center metrics give valuable data about the efficiency of your sales, technical, or customer care team.

Phone, Email, and Chat Etiquette

 

Obtain a detailed look into your contact center’s courtesy and professionalism, voice clarity and tone, problem-solving skills, and objectively evaluate how successfully your contact center staff conveys your company’s care and commitment to the customer.

Impressions, Comments, and Reports

 

All our reports are available online at any time. Metrics, prose comments, and other data can all be drilled down and organized in any way you see fit. Each and every call ARC evaluates is documented with descriptive feedback on the representative’s overall call, chat, and email skills.

Our assessments are adaptable as you are.

We can create specific analysis forms to gain further data on areas of concern that have been identified through our  mystery shopping, remote contact monitoring, and competitive analysis programs.

Contact Center Reports from ARC

 

Contact analysis summary reporting consists of a series of organized contact center reports, ranging from line by line ratings, to section ratings and prose analysis, our reports analyze each aspect of the call assessment in both individual detail and summary form.

 

Our call report summaries can be organized to display:

 

  • Current contact center performance metrics
  • Improvements achieved since the last contact summary report.
  • Comparisons by question, customer service representative, department, and location.
  • Year-to-year comparative reports showing progress towards company goals, or comparing separate call center locations.

Individual reports by representative can be drilled down by date range, score range, and by location and group. All summary reporting can be sorted by date range, department, or location. Fifteen standard summary reports, non-prose analysis, and quarterly reports are provided at no extra cost. These reports can be viewed as a web page or exported into PDF, Microsoft Excel, or Text Formats. Please contact us for an online demonstration

 

ARC can customize your reports to include any number of variables or questions pertinent to your sales, technical, or customer service operations, depending on the needs and goals of your business.

Benefits of Contact Center Reporting and Analysis

 

The metrics gained from ARC’s detailed reporting provides a vital and objective evaluation for your business. This reporting gives you the solid data you need to respond promptly to emerging customer service issues, new industry trends uncovered via competitor analysis, and identified training needs for your call center staff.

 

ARC Online Reporting

 

All of our call center reporting is now available to our clients online to be accessed at any time.

 

ARC is ready to help you plan an effective quality analysis program for your company. Take advantage of the highly accurate data ARC can provide through our detailed call center reporting and gain a much needed edge over your industry competition. Contact us at (860) 567-3733 or via our website contact form

 

Take Advantage of Our Free Online Demo

For more information and to set up a free demonstration of our online reporting system, please contact Cheryl Thibault at cthibault@arllc.com or call us at (860) 567-3733.

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