Remote Call Monitoring Programs
Objective Call Center Evaluation
We know you put a great deal of time and effort into training and motivating your call center representatives to be the best they can be. 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. In addition, knowing the call center supervisor is listening in on a call can create anxiety and impact the performance of even your very best employees, making it hard to obtain reliable data.
Accurate And Objective Call Data
ARC Consulting, LLC has the solution for you. We provide completely objective remote call monitoring services so you can gain a realistic picture of the customer service given in your company call center. Depending on which type of monitoring system you use, we can listen to taped calls, access prerecorded logged calls or monitor live calls remotely. Your representatives will never know when or if we’ll be listening, giving you a much more candid look at customer call quality. Accurate call data is essential in order to formulate any effective plan for customer service improvement.
Benefits of a Custom Call Monitoring Program
Our remote monitoring programs are tailored to the unique needs and goals of your business. An ARC remote monitoring program provides an excellent cost benefit to you in terms of time utilization and the potential for business improvements. At a very reasonable cost, we can analyze, interpret, and evaluate calls using quality measures and objectives based on your specific areas of concern.
Our phone call monitoring experts provide detailed online call reporting in a customized format and ARC’s quick turn around lets you address key areas for improvement immediately. This system frees you and your staff to optimize call center performance and concentrate on your valued customers, saving time and resources.
Identify Call Center Training Needs
Our objectivity can be of great use when you have concerns about a particular representative’s performance and wish to identify specific training needs or customer interaction issues. Remote monitoring will help you determine if one-to-one coaching sessions are indicated.
Third Party Call Center Evaluation
For companies that outsource call center functions, we provide third party call monitoring to determine the quality of service you are receiving from your outsource vendor; making sure you are receiving the very best value for your outsourcing dollar, as well as ensuring your customers get the very best your company has to offer.
ARC has many long term clients who have seen excellent improvement in customer satisfaction ratings, call center sales performance, and other quality indicators as a direct result of our remote call monitoring and mystery shopping services. Visit our ARC Client Testimonials page to see what a custom call quality program can do for your company.
At this time, we offer all of our services in the following languages: English, Spanish, Italian, Dutch, German, French, Russian, Polish, Czech, 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, so please contact us if you do not see the language you need.