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How we use DISC …

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

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How we use DISC …

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  1. How we use DISC … ARS National Services, Inc.

  2. ARS National Services, Inc. • 550 Employees • Third-party debt collection • Five Call Centers across the country • Clients include largest credit card issuers

  3. 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

  4. How DISC is Used • Communications Training for Sup/Mgmt • DISC is prerequisite • Assertive Communication & Behavioral Feedback • Critical Thinking • Leadership & Influence

  5. 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

  6. We love the recognition …

  7. How DISC is Used • Candidate Assessment Tool • Not selection • Determine strengths & potential obstacles • Team dynamics • Potential friction

  8. 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 …

  9. Cubicles give clues …

  10. DISC Training Sessions • Brief One-Hour Overview for Newly Hired Account Representatives • Basic Overview • Discussion of their report & varying styles

  11. 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

  12. Keeping it alive … • DISC style included in email signature line • “Communication Tips” part of Rep/Supervisor Transition Meeting • Team Style Graphs

  13. 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

  14. DISC is now part of our culture, not just an HR initiative …

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