One-To-One Call Coaching

Improving Call Center Performance

Our call center coaching programs focus on one-to-one training sessions, working on customer service skills training and specific call quality issues identified for improvement. Often these needs are identified through our telephone mystery shopping or remote call monitoring services.

Give Your Representatives The Tools They Need

ARC call training sessions provide individual coaching to the representative on an ongoing or as needed basis. Individualized call center coaching sessions are twenty to thirty minutes in length and are conducted over the telephone. Our focus is on the individual representative's identified strengths and weaknesses, with each training session tailored specifically to improve the individual's call performance.

Our call center training sessions include:

  • Basics of telephone skills & etiquette
  • Role playing scenarios
  • Positive reinforcement
  • Problem solving skills
  • Effective listening techniques
  • Effective questioning skills

Our call center coaches will also reinforce other company specific improvement goals such as phone sales performance, product knowledge level, company policies, and your organization's specific protocols for customer service interactions.

ARC also provides call center training program design and implementation for groups on a 'by request' basis. Contact us at (800) 993-6093 or via our website contact form for more information.