Outsourced Contact Center Management

RCDA OnSite Driving desired results in outsourced contact centers

Improve sales performance. Increase Voice of the Customer (VOC) scores. Optimize your partnerships with outsourced contact centers.

Improved outsource call center performance

Helping Your Outsource Partners Excel

Robert C. Davis and Associates (RCDA) has developed RCDA OnSite, a proven and customizable program for organizations that have partnerships with outsourced contact centers. RCDA OnSite has increased sales performance for our clients by millions of dollars. It has improved their VOC scores significantly. And it has created sustainable trust and true partnership between each client and outsourced contact center.

See what RCDA OnSite achieved for a Fortune 500 entertainment provider with multiple outsourced contact sites.

Regardless of your organization’s size or industry, RCDA OnSite can work for you, too. The numbers are impressive, and this program offers a new solution to an enterprise looking to improve its bottom line.

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Compelling reasons to outsource customer contact

Organizations have several compelling reasons to outsource their contact center operations. It saves time and money on hiring, training and coaching contact center personnel. It eliminates the need to invest in costly infrastructure, facilities and technology. And the best outsourced contact centers provide a well-trained workforce to handle sales, customer service and customer retention calls with excellence.

Significant challenges

At the same time, outsourcing contact center operations presents significant challenges—especially if you use multiple outsourcers in markets across the country, nearshore and worldwide. Leadership, supervisors and agents outside of your company don’t live and breathe your brand, vision, values, product and service knowledge, and goals like insiders do.

You can provide outsourcers with world-class training and coaching materials, scripts, call flows and brand standards. Your outsourcers may have excellent operations managers, trainers and coaches, supervisors, team leaders, agents, advanced technology and facilities. But they also have their own cultures, processes, vision, values and goals. As a result, they may not follow your processes and call flows the way you want. They can miss key sales, service and retention goals, and they may not deliver a consistent customer experience across the thousands of interactions they have with customers on your behalf.

Maximizing your ROI in your brand, messaging and customer relationships

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You’ve invested a great deal in your brand, your messaging and your customer relationships. You’ve begun working with an outsourcer or multiple ones—or are considering it. Now it’s time for RCDA OnSite to maximize your return on investment.

Our consultants—RCDA Champions—are contact center experts at the ready to be embedded within your outsourced contact centers. What would it mean to your organization if:

  • Every interaction delivered a consistent, world-class customer experience.
  • The integrity of your brand was not at risk.
  • You met or exceeded your sales, service and retention goals.

This is precisely what our Champions make happen onsite—based on your strategy, processes, goals and brand—with RCDA OnSite. Here’s how:

  • Side-by-side coaching with supervisors, team leaders and agents in real time.
  • Focus on low and middle performers.
  • Participation in team meetings.
  • Mentoring.
  • Modeling.
  • Incentive program support.
  • Sharing best practices across all sites.
  • Weekly conference calls.
  • Weekly reporting with your leadership.
  • Strong oversight and open communication.

Our clients have seen truly remarkable results with RCDA OnSite:

  • Exceeded goals for growth in sales, service and retention.
  • Strong buy-in with outsourcer leadership and personnel.
  • Happier agents who become empowered to be more successful.
  • Control of message and brand.
  • Positive motion in key metrics.
  • Millions of dollars added to the bottom line—and quickly.

Read more details about how RCDA OnSite empowers you to take control of your customer experience, drive consistency, and improve your bottom-line results dramatically.

Request a complimentary site visit below, or simply contact RCDA president Bob Davis to explore how well RCDA OnSite can work for you. E-mail bob@robertcdavis.net or call direct at (678) 548-1775.

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