How we use DISC … 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 2 nd 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 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 …