how we use disc … ars national services, inc.. 550 employees third-party debt collection five...
TRANSCRIPT
How we use DISC …
ARS National Services, Inc.
ARS National Services, Inc.
550 Employees Third-party debt collection Five Call Centers across the country Clients include largest credit card issuers
ARS National Services, Inc.
First introduced at ARS in 2006 Simple – fits with our culture Originally paper & pencil
One page pattern Moved to online format in 2007
How DISC is Used
Communications Training for Sup/Mgmt DISC is prerequisite Assertive Communication & Behavioral
Feedback Critical Thinking Leadership & Influence
How DISC is Used
All Support personnel Account Reps
Training style & pace Recognition Product/Supervisor placement How best to get assistance from your peer
on the phone Talking to Consumers
We love the recognition …
How DISC is Used
Candidate Assessment Tool Not selection Determine strengths & potential obstacles Team dynamics Potential friction
DISC Training Sessions
Standard 2.5 hour session Overview Focus on Pace versus Orientation Discussion of report Sharing of Strengths/Opportunities/Graphs Team exercise (if large enough group) Debrief How to Flex your style Have you ever wondered …
Cubicles give clues …
DISC Training Sessions
Brief One-Hour Overview for Newly Hired Account Representatives Basic Overview Discussion of their report & varying styles
DISC Training Sessions
2nd One Hour Session for Account Representatives Focus on using DISC with consumers on the
phone How to quickly identify style How to give them what they want, how
they want it
Keeping it alive …
DISC style included in email signature line
“Communication Tips” part of Rep/Supervisor Transition Meeting
Team Style Graphs
What we have learned …
No one style is better than another Style differences in a classroom can be
better managed if identified early on A few positions are better suited to
certain styles but there is benefit in going outside the box
Take advantage of a different style within a group
DISC is now part of our culture, not just an HR initiative …