When launching your account, ARC Pointe assigns you a dedicated Implementation Manager. This expert in project management coordinates all essential stakeholders—from HR to IT to Workforce Account Management—to ensure your project launches successfully and on schedule. The Implementation Manager collaborates closely with your Service Delivery Manager, who will be your primary contact throughout your account’s lifecycle.

Your Designated Service Delivery Manager serves as the principal point of contact during both the implementation phase and the ongoing management of your account. Responsible for the overall performance of your project, the Service Delivery Manager provides leadership to Managers ,Team Leaders and contact center personnel while promoting empowerment and accountability.  This includes ensuring that all goals, performance objectives, and standards are met and communicated effectively. For any unique situations or inquiries, Service Delivery Manager is your go-to resource, equipped to provide tailored solutions and ensure your KPIs are met.

To maintain high standards of quality, your Service Delivery Manager conducts weekly calibration and status meetings before and after your service launch. These meetings address call/live chat/email projections, account changes, and any other required adjustments. Attendees typically include project managers, IT specialists involved in the setup, and other necessary personnel from both ARC Pointe and your company. During these sessions, participants review calls, analyze transcripts, and perform quality checks to align on quality assurance standards and address any required adjustments.

The Service Delivery Manager regularly reviews all performance reports, including service levels and quality assurance metrics. They proactively address any variance with a thorough root-cause analysis and devise action plans to optimize outcomes, ensuring continuous improvement and alignment with your expectations.