Quality Manager Leadership Training

Quality Manager Leadership Training and Coaching

Good leadership is invaluable. Leaders directly impact how a contact center or branch location operates and establishes the environment and culture for every person they oversee. With that in mind, leadership training is a worthwhile investment to ensure operational sustainability, effectiveness, and agent longevity and satisfaction. Sometimes companies may nurture new managers from within, but need to train and develop these high-potential individuals with the skills necessary to lead a team.

Through ARC’s Quality Manager Leadership Training program, we train your managers to understand how to run a top-performing contact center or branch location. We cover areas such as leading team members without micromanaging, developing performance plans, strategizing with senior leadership, collaborating with other departments, and engaging agents to maximize their skillsets. In one-on-one sessions, we help your leaders gain self-awareness and identify objectives and methods to unlock their full potential. Enhance this training with our DiSC Assessments to amplify your managers’ self-awareness and ability to build effective relationships with those they lead.

Elevate and develop effective leaders in your contact center

Unlock potential with emerging leaders. Identify high-potential team members and develop their ability to lead and influence team members within your organization.
Set new managers on a path to success. Equip new managers with skills, tools, and best practices they need to lead your contact center effectively and drive the results you expect.
Ensure operational effectiveness. Investing in leadership training ensures an environment and culture where the team owns quality customer experience and satisfaction.

Wondering How to Enhance Training Impact? Consider Our Approach.

Train-the-Trainer

Training customer care, tech support, or sales representatives is a difficult task, requiring extensive emotional intelligence, not only on behalf of the customer, but especially for trainees. It involves the ability to communicate brand values, accurate business processes, and product or company information while also handling potentially difficult customer situations amidst sensitive or complex compliance parameters. Sometimes managers and trainers are not themselves trained in the best methods to train their own agents–they need to be trained themselves.

ARC’s Train-the-Trainer program helps your managers, supervisors and trainers by instilling them with training best practices. We customize the program by using real-life examples that your managers may have already experienced and offer insights into coaching through those scenarios. Managers and trainers become more confident and effective in leading their own training sessions across the company.

Expand training expertise from within

Unlock potential with emerging leaders. Identify high-potential team members and develop their ability to lead and influence team members within your organization.
Set new managers on a path to success. Equip new managers with skills, tools, and best practices they need to lead your contact center effectively and drive the results you expect.
Ensure operational effectiveness. Investing in leadership training ensures an environment and culture where the team owns quality customer experience and satisfaction.

These Brands Trust ARC To Deliver Excellence and Innovation

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.

Sheena M Ammen Binder

Director, Client Access - AllHealth Network

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.

Ted Ekkars

Polaris

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.

Tom Southerland

Neff Rental

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. Their references were excellent and their pricing was exceptional! They are open to new ideas and very creative – they really go the extra mile to help.

Jeff Wu

Houston Methodist Hospital