Because Quality Service Matters.

Call Coaching & Onsite Training Programs

Call Coaching & Onsite Training Programs

Improving Call Center Performance

ARC offers onsite training programs and individual coaching to representatives on an ongoing or as needed basis. Our call center coaching programs focus on customer service skills training and specific call quality issues identified for improvement. Often these needs are identified through our telephone mystery shopping or remote call monitoring services. Our call center training sessions include; Basics of telephone skills & etiquette, Role playing scenarios, Positive reinforcement, Problem-solving skills, Effective listening techniques, and Effective questioning skills.

One-To-One Coaching

Individualized call center coaching sessions are twenty to thirty minutes in length and are conducted over the telephone. Our focus is on the individual representative’s identified strengths and challenges, with each training session tailored specifically to improve the individual’s call performance.

Onsite Training Programs

ARC provides onsite call center training programs, including design and implementation for groups.  Our call center trainers work with you to develop a program that fits your specific needs.  Training is designed to reinforce company specific improvement goals such as phone sales performance, product knowledge level, company policies, and your organization’s specific protocols for customer service interactions.

Corporate Services:

  • Coaching
  • Corporate Culture Development
  • Facilitation
  • Employee Engagement Survey
  • Talent Acquisition
  • Performance Management
  • Executive Teambuilding
  • Instructional Design
  • Organizational Development
  • Competency Development

Training Services:

  • DISC and Emotional Quotient
  • Professional Telephone Skills
  • Leadership and Management
  • Customer Service
  • Cross-Sell/Referral Incentive Programs
  • Product and Service Implementation
  • Time Management
  • Train the Trainer

Advocate Builders



ARC has partnered with CDT3 and  Advocate Builders to provide quality coaching and call center training. Contact us at (860) 567-3733  or via our website contact form for more information.

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