RCDA Core Values

  1. Practice the principles of The Quality Conversation. We define The Quality Conversation as a meaningful and mutually rewarding dialog that occurs when a person takes and clearly conveys a genuine interest in another individual’s wants, interests, and needs. It goes beyond building rapport to make an emotional connection and establish real trust. Practicing The Quality Conversation with authenticity and proper skills shows others that you truly care and are genuinely interested in them.
  2. Show genuine interest. First and foremost, we are genuinely interested in everyone we meet, and we show it. It is job one to be charismatic, to make one person feel as if he or she is the only person in the room. We achieve this by being 100-percent focused on every individual we work with, being sure never to check our wireless phones or look around the room during any interaction. We are great listeners, ask great questions, ask follow-up question after follow-up question, and listen intently to the answers because we are, in fact, sincere in our interest.
  3. Engage by making emotional connections. We achieve this by celebrating the success of others, asking them meaningful questions, and inspire them by sincerely making them feel important—because they are.
  4. Remember names. We remember the names not just of executives, managers, supervisors and agents, but also of the security guard and the custodian who empties the waste baskets.
  5. Have high energy, enthusiasm and passion. We display high energy, enthusiasm and passion for what we do—all the time. We know and believe the words of William James: “Actions seems to follow feeling, but really actions and feeling go together; and by regulating the action, which is under the more direct control of the will, we can indirectly regulate the feeling, which is not. Thus the sovereign voluntary path to cheerfulness, if our cheerfulness be lost, is to sit up cheerfully and to act and speak as if cheerfulness were already there.”
  6. Compliment and praise others. We understand the power of a compliment, look for ways to praise people, and give compliments and praise all day, every day. We know the scent of the rose is on the hand of the giver and believe that acts of kindness not only benefit the recipient, but also provide their own reward to those who perform them.
  7. Have true zeal about changing lives for the better. We believe that every consulting, training and coaching program we deliver is an opportunity to inspire and change lives. We may not shout, “Rise up, brave hearts, and follow me,” but our clients’ teams nonetheless get the message. After a few minutes in with us, participants already know they can do better and be better.
  8. Laser-focus on results. We know that behavior drives results, but we are not content with behavior change itself. Our job is not done until the behavior change produces the desired results. We are keenly aware of this at all times. Besides, it is not much fun playing the game if we don’t keep score.
  9. Look the part, light up the room. We understand the power of first impressions. When we walk through a contact center, we have a purpose in our walk, bring an air of excitement, and dress in a way that anyone—even a casual observer—detects something special and magnetic. It is essential to light up the room. We remember that we are never off-stage.
  10. Be unfalteringly positive. Sure, contact centers have problems. That’s why we go in. When contact center leadership meets with us, we bring solutions and a vision of positive possibilities. We don’t say things like, “Your supervisors don’t know how to coach effectively.” We say, “What would it mean to you if all of your supervisors mastered skill transfer? I have a plan that will make that happen.”
  11. Go the extra mile (a.k.a., Give 110%). We come in early, stay late and remain enthusiastic all day. We roll up our sleeves and do the hard work no one else wants to do. We sit with agents as they take calls, help them get the sale in real-time, lift their spirits, praise them and encourage them. They know we really care about them.
  12. Smile. People think we know something special, and they want to know what it is, because we always have smiles on our faces. We are happy to be there, and it shows.
  13. Practice continuous improvement. Every year, Ben Franklin took his biggest weakness and vowed to turn it into his biggest strength. We, too, believe in continuous improvement and are always looking for ways to improve and get better.
  14. Lead the way in a dynamic, fast-paced industry. We are master consultants, trainers and coaches who hit the ground running. We understand that in the industry we serve, change is the only constant. It is essential to be adaptive, to be able to think on your feet and take the actions required—often under high pressure—to deliver the very best customer experience and the highest possible return on investment and profitability for our clients. Our job is not to merely keep up. It is, indeed, to lead the way and to help ensure that our clients stay ahead of the curve within their industries.
  15. Give back. We support all members of our team in their efforts to give back to the communities where they live and work through public speaking and volunteerism. We believe in the old adage that to whom much is given (talent, wealth, knowledge, time), much is required.
  16. Have only true Champions in the field. Finally, we’re only as good as every person we have on the team. We call all of our people Champions, because it is fitting. Only the most experienced, accomplished professionals with proven track records and who are passionate about what they do qualify to be on the RCDA team.