Training

At ARC Pointe Call Center, we prioritize high-quality training and development thereby ensuring continuous success in exceeding standards of service excellence. Our training programs, including initial and ongoing coaching, are designed to ensure agents are well-equipped and aligned with client-specific requirements, fostering continuous skill acquisition and consistency in their performance.

Our Program immerses all new agents in a rigorous, skill-intensive. We leverage a fully collaborative  environment with world-class, experienced trainers to equip our personnel for success. Here, they learn about:

Company Fundamentals: Including ARC Pointe’s background, corporate goals, and our quality standards and monitoring procedures.

Practical Application: Agents engage in role-playing and practice on test accounts to master efficient system navigation.

Agents are trained in client-specific skills and required service knowledge and engage and maximize first contact resolution.

Depending on their assigned communication channel, agents receive targeted training:

Voice Support: Focuses on customer care and sales skills specific to call center environments and effective operation of our call management system.

Live Chat & Email Support: Emphasizes text communication best practices and operational mastery of console features.

We adopt a dedicated agent model to ensure top-tier service quality and performance. Agents undergo account-specific training tailored to the needs of the account they will represent, following a client-approved curriculum and a “train-the-trainer” methodology to cultivate account experts.

Our commitment to excellence extends to daily monitoring and coaching of agents to ensure alignment with client goals and KPIs. Continuous opportunities are provided to enhance individual performance and address emerging needs, ensuring our agents can adapt and excel in
their roles.