New Client Implementation Manager
During the initial launch of your account you are assigned an Implementation Manager who specializes in project management. He/she will ensure the successful launch of your program by coordinating all the key stakeholders (from HR, to IT, to Workforce Management) so that tasks are completed in a timely manner. The Implementation Manager works closely with your designated Account Manager, who will act as the key contact point during the life of your account.
Designated Service Delivery Manager
During new account implementation and once live, you will have a designated Account Manager as your single point of contact throughout the life of your account. He/she is responsible for the performance of your program, providing leadership and accountability to Team Leaders and call center agents to ensure goals; performance objectives and standards are met and accurately communicated to everyone involved.
He/she will also handle non-routine situations that may require adaptation of response or extensive research to resolve. Any specific inquiries can be directed to your Account Manager, as he/she is responsible for providing information and meeting KPIs according to your expectations.
Quality Calibration Meetings
Prior to and during the launch of your service, the Account Manager will hold weekly calibration and account status meetings to deal with all issues relating to the quality assurance of your account. Call/live chat/email projections, account changes and account issues are discussed in this meeting, the attendance of which will include your project related mangers and IT representatives involved with the setup, along with any other representatives from ARC Pointe and your company as required. In addition, all attendees will together listen to calls/review transcripts and perform quality checks. Differing opinions will be discussed and quality assurance standards are calibrated, ensuring both parties share the same views and expectations on quality.
In addition, your Account Manager will on review all reports, including service levels and quality assurance; reporting any issues with a root-cause analysis and action plan to optimize the situation.