Call Coaching & Onsite Training Programs
Improving Call Center Performance
ARC offers onsite training programs and individual coaching to representatives on an ongoing or as needed basis. Our call center coaching programs focus 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. Our call center training sessions include; Basics of telephone skills & etiquette, Role playing scenarios, Positive reinforcement, Problem-solving skills, Effective listening techniques, and Effective questioning skills.
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 challenges, with each training session tailored specifically to improve the individual’s call performance.
Onsite Training Programs
ARC provides onsite call center training programs, including design and implementation for groups. Our call center trainers work with you to develop a program that fits your specific needs. Training is designed to reinforce company specific improvement goals such as phone sales performance, product knowledge level, company policies, and your organization’s specific protocols for customer service interactions.
- Corporate Culture Development
- Employee Engagement Survey
- Talent Acquisition
- Performance Management
- DISC and Emotional Quotient
- Professional Telephone Skills
- Leadership and Management
- Customer Service
- Cross-Sell/Referral Incentive Programs
- Product and Service Implementation
- Time Management