Call Coaching
Call coaching is the “Foundation of Success”; primarily because the quality of your CX team can make or break your organization. Your call center representatives and customer service agents must deliver exceptional customer experiences with every interaction, every time. Without this consistency, your business will be impacted.
Partnering with ARC for call coaching provides your CX team with the skills and confidence to deliver these necessary results.
Effective coaching isn’t only about the mechanics of handling a call, although that’s certainly an integral part. More than that, our one-on-one coaching sessions involve educating, training, and strategizing with your agents to improve all aspects of their customer service skills, including essential soft skills like problem-solving, active listening, and showing empathy.
Quality call coaching that is focused on both organizational processes as well as the individual representative leads to dependable, top-quality customer interactions. This, in turn, leads to long-term and sustainable success for your organization.
An Effective Coaching Program
A good coaching action plan involves far more than sharing a few coaching tips. The ARC coaching strategy is to identify your customer service representative’s individual strengths and their areas for improvement using quality assurance metrics and performance data from actual customer support calls. We then customize their training sessions accordingly.
The ARC coaching plan offers 20 to 60 minute sessions via phone, Microsoft Teams, or Zoom to provide constructive feedback and targeted training for enhancing an agent’s performance. The goal is a representative who delivers an exceptional customer service experience during all of the customer interactions they’re involved with each and every time.
Imagine an entire team of top performers who consistently earn high customer satisfaction (CSAT) scores or increase revenue. That’s the intent behind your call coaching program with ARC.
Benefits You Receive by Investing in Call Coaching
Coaching your call center agents delivers results beyond what you see on their scorecards. Some of the additional benefits you receive from call coaching include:
- Improved Employee Retention. Investing in your team makes them feel valued. Creating a culture of empowerment and growth infuses your team members with purpose, which yields employee loyalty and keeps them with you longer.
- Smoother Processes. Through collaboration, members of your customer service team become stakeholders in company growth, transformation, and continuous improvement. When your agents own the changes, they also own the outcomes.
- Better Performance. When your agents are properly trained during onboarding and then receive ongoing call coaching as well, they perform better and KPIs like CSAT and First Call Resolution (FCR) improve. Reps who are properly equipped to handle customer problems with confidence and competence are better able to provide not just good customer service but truly excellent customer service on every call.
Every customer interaction with your call center is an opportunity to build a stronger relationship between the customer and your company. Call coaching helps you capitalize on those opportunities. This call all begin with a collaborative conversation with our team at ARC.
These Brands Trust ARC To Deliver Excellence and Innovation
These Brands Trust ARC To Deliver Excellence and Innovation
FAQs
Here are some frequently asked questions about call coaching. If your question isn’t answered below, please contact us! We’re happy to answer any additional questions you have.
What does a call center coaching company do?
A call center coaching company helps your customer service agents, managers, and trainers improve their performance in three general categories:
- Skills, for both on the phone and off
- Operations
- Strategy
Learn more here: What Does a Call Center and Contact Handling Training Company Do?
How much does call center coaching cost?
The cost of call coaching depends heavily on just what you need help with. At ARC we offer tailored solutions and personalized coaching programs that align with your specific goals and requirements. Therefore, your investment in ARC call coaching will be unique to the program designed for you.
Some questions to consider that can affect cost include:
- What are your primary goals for call coaching?
- How many agents need coaching?
- What is the current skill level of your team?
- What specific areas do you want to focus on?
- How frequently do you want coaching sessions?
Learn more here: How Much Does Call Coaching Cost?
How does call coaching work?
Call coaching isn’t just about correcting mistakes or bad habits. Perhaps its greatest value is in unlocking potential, fostering growth, and driving organizational excellence. An effective call coaching program is tailored to your needs, which can include the following:
- Call Handling
- Problem Resolution
- Sales Effectiveness
- Quality Manager Leadership
- Train the Trainer
Your ARC coach meets with your agent for 20 to 60 minutes by phone or video meeting to provide the customized training that’s been strategically planned to maximize the agent’s performance. The flexibility for your organization or agents to select both session duration and format helps ensure an engaged experience that best matches company culture.
Learn more here: 4 Great Coaching Options You Can Use to Grow Your Contact Center
What are the benefits of call coaching?
The benefits you can expect to receive from investing in call coaching include:
- Superior customer experience
- Ability to uncover customer needs and opportunities
- Deeper business relationships
- Improved employee retention
Read a case study to learn more here: Coaching Increases Revenue and Improves Employee Engagement
Does your company integrate AI tools in their call coaching services?
Yes. ARC integrates human-verified AI speech analytics tools to capture and analyze data that helps subjectively identify performance issues and areas for improvement. This allows us to craft an effective call coaching program that meets your specific needs.
Learn more here: Integrating Speech Analytics with Call Monitoring and Coaching
Do I really need call coaching?
Call coaching is the key to contact center success. This is because effective call coaching can yield happier employees, more loyal customers, and greater success for your organization.
Without coaching to correct your CX challenges, the cost of providing a substandard customer experience can be high. Studies show that:
- 86% of consumers will pay more for a better customer experience.
- 89% of consumers began doing business with a competitor following a poor customer experience.
- 79% of consumers who shared complaints about poor customer experience online had their complaints ignored.
- 50% of consumers give a brand only one week to respond to a question before they stop doing business with them.
Learn more here: Coaching: The Key to Contact Center Success
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eBook: 4 Ways to Transform &
Optimize Your Contact Center
Here’s what you’ll learn:
- How Speech Analytics are changing CX.
- How to gain valuable insights that put you years ahead of your competitors.
- The keys to creating a thriving culture.
- How to improve customer experience and reduce lost revenue with omnichannel strategies.
ARC has been a great partner and collaborator for our needs and if we need anything in the future or any of the other programs at my agency need anything like this, ARC will be the first I will recommend.
I am impressed with the quality of notes and their ability to capture the technical details properly in them – which is tricky given all the components and technical jargon our industry likes to throw around.
I feel better now that I know the coach and know all the preparation they put into understanding our company. I feel like they are part of the team now. I was impressed with the fact that they have already profiled our coordinators and understand the best tactics to train them with.