True or false – can call coaching actually improve your bottom line?
True. Of course, it’s wise to look at the potential return on any investment you’re considering, asking important questions about both tangible and intangible results from call coaching.
It is also true that numerous factors affect your bottom line, so while we can’t make a specific percentage-increase promise associated with call coaching, we absolutely can report that — in our experience, and with our methodology — it’s true there is a positive impact to be made.
Call coaching can improve your bottom line.
Consider the following case study that illustrates this claim:
Call Coaching Increased This Client’s Revenue by 31.6%
The Client
The client is a well-established, full-service equipment rental company with more than 50 years of industry expertise and over 300 locations across the U.S. and Canada. As a pioneer in the equipment rental sector, they are committed to being the top supplier, employer, and investment choice in their field.
The Challenge
Despite their position as a leader in the industry, the client faced challenges with delivering a consistent customer experience across their growing network. This inconsistency led to missed opportunities and, ultimately, lost revenue.
As they continued to expand through acquisitions, the client recognized the need for a more streamlined approach to handling inbound customer calls. Their goal was not only to provide superior customer service but also to empower employees to better uncover customer needs, boost business relations, and identify new sales opportunities.
The Solution
ARC partnered with the client’s internal training team to create a customized call evaluation survey. This survey was designed to assess key aspects of customer interactions, with a focus on uncovering additional business opportunities while solving customer issues.
ARC’s team then audited live inbound calls at both branch and contact center levels, using these custom-built guidelines.
The call auditing process was paired with a tailored reporting and feedback system. Scoring and detailed feedback were delivered to managers through a real-time reporting dashboard, ensuring immediate access to performance metrics and action items.
The ultimate key to long-term success, however, was the three-phase coaching program that followed. This is what their call coaching consisted of:
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Initial Evaluation and Goal Setting
Pre-selected calls were reviewed with employees during one-on-one coaching sessions. Together with ARC’s expert coaches, employees set performance goals based on these evaluations.
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Trend-Based Coaching
After the initial phase, coaching focused on established performance trends rather than isolated incidents. This method allowed the client’s employees to hone their skills over time, supported by professional coaches from ARC.
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Leadership Development and Self-Sufficiency
Over time, branch managers were trained to take over coaching responsibilities. By learning how to coach and mentor their teams, managers were empowered to further develop leadership skills and instill long-term, best-in-class habits across their teams.
This approach allowed the coaching to be highly personalized, targeting the unique strengths and areas of improvement for each employee. It also reinforced leadership development among managers, enabling them to coach effectively within their own branches.
The Results
The results were striking. Branch managers who embraced the call coaching program reported a significant uptick in customer reservations. By simply learning to ask better, more strategic questions during customer calls, employees uncovered new opportunities and captured more business.
Coaching based on trends rather than isolated mistakes also improved employee morale, with teams appreciating the focus on overall growth instead of individual errors. This holistic approach helped foster a deeper connection between employees and management, increasing engagement and promoting a culture of continuous improvement.
The most impressive result? In just nine months of implementing this coaching program, the client saw their equipment rental revenue rise by an impressive 31.6%.
Why Call Coaching Is Effective
This is just one example, but it’s clear that call coaching can lead to measurable business improvements.
This case study clearly demonstrates the effectiveness of a strategically designed call coaching program. When employees are consistently coached and provided with the right tools, the positive impact goes far beyond just increasing revenue.
Some of the key benefits of call coaching include:
- Enhanced Customer Experience
By equipping employees with the skills to manage interactions more effectively, customer satisfaction improves. In turn, this leads to stronger loyalty and repeat business.
- Higher Employee Engagement
Coaching that focuses on personal growth, rather than pointing out mistakes, fosters a culture of trust and motivation. This keeps employees more engaged, happier, and with you longer.
- Leadership Development
When managers are trained to coach their teams, they not only help improve individual performance but also strengthen their leadership abilities, creating a lasting culture of excellence.
Put Call Coaching to Work for You
At ARC, we specialize in crafting customized coaching programs that address your specific challenges and opportunities. We immerse ourselves in your company culture and processes, and we are committed to helping you not only improve your customer service but also grow your bottom line.
Want to know how call coaching can transform your customer experience … and your business? Get in touch with the experts at ARC today to learn more.
Use our convenient online form to book a meeting, call 1-800-397-3515, or email us at info@arcqs.com. Let’s work together to drive meaningful results for your business.