SPECS (Standardized Performance Evaluator of Customer Servicing)

SPECS is a system that can effectively quantify and measure the performance and impact of virtually any customer service activity. This long term commitment involves a carefully designed implementation process that ultimately creates "standards" which become benchmarks with which to create an objective appraisal of a company's strengths/weaknesses vis-à-vis customer service programs and activities. Now organizations that come in direct contact with consumers have a "system" to measure the degree of custom satisfaction with their services, in the same manner that consumer products have been evaluated for years.

ARC creates a step-by-step, quantifiable method, with assured measurability, to evaluate customer servicing. This requires the creation of a specific set of performance criteria, based upon the goals of the organization, and the nature of its customer interaction, which is used to properly evaluate the organization's customer servicing efforts. Importantly, these criteria can be used as points of comparison between competing entities or to create and validate a company's method of evaluating their internal customer servicing efforts.

Our SPECs specialists work with you to identify performance goals. Data results are clustered and calibrated to refine each goal as needed to be within realistic expectations. With these proven thresholds, we can now measure how effectively an entity's actual customer servicing performs against these expectations. Thus, a new heirachy for determining the relative success (or failure) of a specific customer service activity is created.

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