Because Quality Service
Matters To You.
Professional Remote Call Monitoring & Telephone Mystery Shopping Services
In today’s increasingly competitive marketplace, businesses must set themselves high and consistent standards for every customer interaction. Nowhere is this more important than in the fast-paced environment of your customer call center.
ARC Call Performance Monitoring and Analysis
Outstanding Service Means Loyal Customers
ARC specializes in programs for small and large call centers. To find out what a custom mystery shopping, remote call monitoring, or competitor analysis program can do for your company, contact us by phone: (800)993-6093,Twitter: @_ArcConsulting or via email: firstname.lastname@example.org.
Remote Call Monitoring Programs
Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate call quality and representative performance.
Telephone Mystery Shopping
A well-planned telephone mystery shopping program can yield invaluable data about how your customers view the quality of your call center service interactions.
ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.
Customer Satisfaction Surveys
ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer satisfaction with your products, services, and call center interactions.
One-To-One Call Coaching
Our call center coaching programs focus on one-to-one training sessions, working on customer service skills training and specific call quality issues identified for improvement.
Call Analysis & Reporting
Each call that is monitored and evaluated generates an assessment form which scores several key aspects of the individual customer call center experience.
The ARC Mission
Our Mission is to help our clients deliver outstanding call center service with every interaction through detailed call analysis, call calibrations, individual call coaching sessions, and competitor analysis, ARC works to keep our clients at the forefront of their industry in customer satisfaction and retention.
All of our programs are designed to provide objective, impartial observations to measure the quality of service provided by your call center representatives. The customer may call the first time due to good advertising or a great price- but it’s your outstanding service that creates loyal customers that keep coming back!
Contact ARC to start planning your custom quality program at (800) 993-6093 or via our convenient website contact form.
ARC was very receptive to our needs from the very beginning and I could tell that they were going to be a pleasure to work with. Their references were excellent and their pricing was exceptional! They are open to new ideas and very creative – they really go the extra mile to help. We have never had one issue with ARC’s services or support. They really know their product line. It is refreshing to deal with such an honest and flexible company. I highly recommend them to any call center looking to improve their overall operations and customer service levels.
[ARC] was the last of 3 monitoring companies that we used over the course of 3 or 4 years. When we hired them in 1995 we were very satisfied and have not felt the need to look elsewhere for this type of service ever since. Cheryl and her team do an outstanding job of providing honest and objective reviews of our calls. Through the joint effort of ARC and my supervisory team, we are continually modifying our scoring requirements and have achieved great results. Our year round group consistently scores 98 - 100%+ (with bonus points) on their monitored calls [up from 85.5% before working with ARC]. We use a combination of secret shops with remotely monitored calls and additionally we use [ARC] to provide email monitoring. The reports that we receive are very useful and when we request changes to existing reports or the addition of new reports, Cheryl is quick to implement the desired changes. Regarding ARC I would highly recommend their services. Cheryl Thibault has been a pleasure to work with over the past several years. I have found her to be up front with her comments and she has offered a number of important suggestions for improvement. She completes the work in a timely manner and is very flexible with our requests for reports, etc.
I have been working with Cheryl and the ARC Consulting Team since 2013. I was searching for a new telephone mystery shopping partner and found exactly what I was looking for on my first call with Cheryl. They worked closely with me in establishing professional telephone protocols that support the goals of my clients. The recorded calls and the variety of reports provide an excellent opportunity to set specific customer service expectations and to coach employees to the organization’s standards. The structure of ARC’s call performance program helps also to identify phone champions that can be rewarded for going above and beyond. I highly recommend Cheryl and the entire ARC Team. They are the experts in the mystery shopping market. It is a pleasure to work with them. They are responsive and genuinely interested in helping their clients succeed.