Here's What Our Clients Have To Say

[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 am very happy with the MS/QA program. Since we do not have a QA department, Cheryl has been my "ears" and she has escalated several critical issues to us...the ARC staff is very friendly and flexible too. One of our best mystery shoppers is a man who is homebound due to a disability. He is very focused on helping us figure out how to be better. He even has coached the reps on how they can escalate issues to their management team.

You are doing a great job at finding weaknesses in the staff's knowledge levels. I enjoy the wording of your questions and how you are changing up the shopped calls. I am able to define exactly what we should work on as a group for any particular day based on feedback from the calls. Thank you.

We are SO PLEASED with how well this program is going. If only all of our vendor partners were so easy to work with. Let me know if I can ever assist you with a customer testimonial, I would be happy to praise the ARC organization. Your call feedback is really helping us zero in on the problem areas, thanks for keeping us honest!