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 individual’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 of 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. Individuals 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 support team 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

Why Our Clients Trust Us

Improved Operational Efficiency and Quality

"ARC was very receptive to our needs from the very beginning and I could tell that they were going to be a pleasure to work with. They are open to new ideas and very creative - they really go the extra mile to help. We have never had one issue with ARC's services or support. It is refreshing to deal with such an honest and flexible company. I highly recommend them to any call center looking to improve their overall operations and customer service levels."

Jeff Wu
Houston Methodist Hospital

Increased Company Revenue Growth

"So you THINK you’re doing okay? You think the first interaction your team has with a potential client, or existing client, is good? After all, YOU trained your team on how to answer the phone. Right? Possibly you are right, however, you won’t know the truth unless you “inspect what you expect.” Cheryl and her team are the key to making sure that you truly do “have them at hello.” Don’t leave this important aspect to chance and assumption!"

Coleen A. Ellis
The Pet Loss Center

Higher Customer Satisfaction and Retention

"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. I feel your company has really invested time and energy into understanding our objectives. There is no doubt we will get better with your continued support."

Tom Southerland
Neff Rental

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 QA coaching company do?

A QA 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

How much does QA coaching cost?

The cost of 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 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 coaching?
How many individuals 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?

How does coaching work?

Customer experience 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 customer experience 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 an individual for 20 to 60 minutes by phone or video meeting to provide the customized training that’s been strategically planned to maximize their performance. The flexibility for your organization or individuals to select both session duration and format helps ensure an engaged experience that best matches company culture.

What are the benefits of coaching?

The benefits you can expect to receive from investing in 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 coaching program that meets your specific needs.

Do I really need coaching?

Quality coaching is the key to organizational success. This is because effective 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.