Onsite & Virtual Training

ARC Customer Experience > Onsite & Virtual Training

Onsite & Virtual Training

We design onsite everywhere programs that reinforce your company’s goals–improving phone sales performance, product knowledge, company policies, and your protocols for customer service interactions. Ongoing or as-needed, training sessions include basic telephone skills and etiquette, role-playing scenarios, positive reinforcement, problem-solving skills, effective listening techniques, and effective questioning skills.

Our professional trainers are experts in unlocking and maximizing the potential of your contact center agents or branch representatives. We work with you to identify problem areas, define needs, and determine the knowledge and skill gaps on your team. Utilizing this needs analysis, we create customized solutions to solve problems and fill the identified gaps. Our instructional design approach for training engages and motivates your team members through creative and interactive design emphasizing application and knowledge retention.

Training and coaching ensures consistency in company and product knowledge across your contact center team. When customers are transferred to different agents, this consistency is critical. Developing your agents’ tactical skills is just as important as their emotional intelligence. Both capabilities are fundamental to providing an exceptional customer experience.

Investing in agent training improves your customer experience

Increased Customer Satisfaction. When your customers feel their needs are addressed by your contact center, their satisfaction with your product or service builds loyalty to your brand.

Increased Operational Efficiencies. Training and monitoring ensures consistency across your contact center, which yields efficiency, possible upselling revenue, and better profitability.

Improved Employee Job Satisfaction. Investing in your agents increases their engagement, expands their skills and competence, and provides career growth–all of which creates a sustainable, committed contact center that delivers a consistent customer experience.

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

Increased Customer Satisfaction. When your customers feel their needs are addressed by your contact center, their satisfaction with your product or service builds loyalty to your brand.

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.