These awards recognize the achievements of sales, business development, customer service, and call center professionals worldwide. More than 1,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. More than 260 executives from around the world participated in the judging process for the 2014 awards.
ARI’s award in the Customer Service Training Team of the Year category recognizes the efforts of the ARI Call Center training team. This team prepares ARI technicians to oversee customers’ vehicle maintenance and repairs. The technicians work with 116,000 shops throughout the United States to verify purchase orders and negotiate pricing. They handle more than 3.5 million calls annually and achieve more than $10 million in client savings each month through negotiated costs and warranty recovery.
The training team’s method for preparing the technicians to achieve success includes a three-phase training program that spans four months. A new training session starts each month with new technicians completing nearly 90 hours of training before being turned over to the authority of a call center supervisor.