We’ll Help Improve Three Key Areas of Your Contact Center Business

Customer Retention

Change. Achieve. Sustain.

Who We Are

You need a partner to help your customer service and sales teams grow, flourish, and succeed beyond your wildest dreams. RCDA is just the partner you need, because we take a different approach to contact center training and consulting. Since 1977, we’ve been helping companies vastly improve their sales, customer acquisition and retention metrics, and customer service. But we’re most proud of how we’ve helped businesses just like yours form real relationships with their customers. No matter if you’re running an international company with a seasoned team or you’re a small business owner who’s just getting started, we’ll create tailor-made training programs and customized coaching solutions that will fit your business perfectly.

Earning Clients’ Trust

Working Our Magic on 350+ Clients Around the World

Over 45 years of experience

We’ll Get the Job Done. And Here’s How We Do It.

People

Your people are the most important part of your company. They’re what makes your company strong, and they need strong support. That’s why we’ll make sure your people are trained to be the competent, courteous, caring professionals that your customers deserve. We’ll coach your people, from your leadership to your front-line agents, to be the best and give their all. We’ll show your leadership how to teach to success, and we’ll show your agents how to speak to success. Because your people are the face of your business. Empower them to shine.

Process

RCDA will create complete systems and implement processes that will help your contact centers run like a finely tuned machine. Because we not only care about your company—we care about transforming the entire culture so that everything from recruiting and workforce management to agent attitudes and customer conversations are of the highest quality standards in the business. Your contact center teams will benefit from our world-class sales, retention, customer service, and customer experience training. And your leadership will learn how to expertly transfer skills, motivate, and coach their teams to sustainable, long-term success.

Technology

Keeping up with the speed of technology can be difficult. But counting on RCDA is easy. We’ll help you stay up to date and up to speed, because we continuously evaluate the latest innovations, solutions, and breakthroughs in the tech arena and apply them to our work with contact centers. RCDA helps create, revamp, and revitalize contact centers, so we know how important it is to stay on the bleeding edge of technology. From artificial intelligence to robotic process automation, we’ve explored it all. And our expertise will help us find out exactly what works for your team and what doesn’t. We’ll help your teams—whether they’re still in the office or working hard at home—take on any challenge that comes their way.

RCDA Consulting: The Best in the Business

The World Has Changed

Reimagining Your Business

The world has changed, and so has your business. Recent events have dramatically altered the way the contact center industry works. Your teams learned to work from home, and some prefer to keep doing so, while others wish to return to the office. All these changes create new challenges. And whether you need help optimizing at-home workstations or reinventing the way your home office and onsite teams are trained, we can help your contact center navigate change—and thrive.

World-Class Culture

Your people need more than just training. A top-down transformation in your company’s culture must take place to ensure your team can give every customer the white-glove service they deserve. From the way your supervisors transfer skills to the way your CSRs form real connections with your customers, RCDA will design a customized plan to help your contact center become a revenue-generating powerhouse, as well as a place your team will love to work.

Measurable, Reproducible Results

RCDA’s way of doing things has produced spectacular, sustainable results for our clients—and we can do it for you, too. We have the techniques and the methods to train your team, create new processes and systems, transform your team’s culture, and improve your agents’ attitudes and mindset.

The Tools You Need

We’ll provide everything your team needs to get this done, including:

• Situational analyses.

• Development of strategic sales models, call flows, and customer contact protocols.

• Training and coaching for customer contact center personnel and management.

• Custom-created programs for improving sales, customer service, customer acquisition, and customer retention.

We’ve worked our magic for over 350 clients and produced measurable, lasting results for them all. Let us do the same for your business.

Lasting Change

You know that the key test of a training program is whether it creates real, sustainable change in the long term. A fired-up team and a transformed work culture that lasts are necessary to keep your business moving in the right direction—and RCDA’s got the coaching techniques your leadership needs to keep that momentum going.

Staying Power

For decades, we’ve helped businesses just like yours create sustainability at all levels, from customer contact center personnel and their managers to senior company leadership.

How do we do it? We’re glad you asked.

• We blend formal instruction with real-world application.

• We coach your people one-on-one until we’ve achieved sustainable skill transfer.

• We model ideal behaviors for your supervisors and coach them until they can perform them with excellence.

That’s how we do it. And we can do it for you, too. Let us show you how we can help your team create lasting, sustainable change.

Our Secret to Success

The Quality Conversation

There’s a secret to our success. And this time-tested secret has made us the industry leader in contact center consulting and helped us skyrocket sales and satisfaction scores for our clients. Our founder and CEO, Robert Davis, wrote the book on it—literally—and it’s called “The Quality Conversation.” This method teaches how to transform your business by engaging in full discovery, providing customized solutions, making compelling offers, overcoming every objection, and learning the art of the assumptive close. These are the techniques we’ll use to revolutionize the way your contact centers operate. And you’ll see how beautifully they work, time and time again.

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