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 …