Call Coaching
ARC’s Call Coaching programs include one-on-one coaching sessions; educating, training, and strategizing with your team to improve their customer service. ARC’s tailored systems identify areas of improvement so your agents deliver the best customer experience possible.
Utilizing 30- to 50-minute phone, Microsoft Teams, or Zoom sessions, ARC coaches adapt their approach to meet the needs of each individual specifically to improve call performance. Our coaches will identify each representative’s strengths and focus areas for improvement leveraging the insights from actual calls. Each coach is committed to helping your agents attain successful customer experiences in every interaction.
Empowering your customer experience team is the first step to ensuring your customers are fully taken care of.
Coaching your agents delivers results
- Improved Employee Retention. Investing in your team makes them feel valued. Creating a culture of empowerment growth engages team members with purpose, which yields employee loyalty.
- Smoother Processes. Through collaboration, your team becomes stakeholders in transformation and continuous improvement. When your agents own the changes, they will own the outcomes.
- Better Performance. First contact resolution is always the goal. When your agents are properly coached, they’ll be properly equipped to handle the any customer problems with confidence and competence.
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
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.