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Helping to prevent customer cancellations

Customer
Retention

C

Looking for new Customer Retention Strategies?

Customer retention is crucial to sustaining the health of your business

t

Why Do

Customers Leave?

According to a survey by Small Business Trends, 71% of customers who stopped doing business with a company did so because of an unsatisfactory customer service experience, and 47% of customers would take their business to a competitor within a day of experiencing poor customer service.

D

A New

Competitive Market

Over the last decade, industry disrupters have transformed the business landscape. Streaming video sparked an exodus from cable TV. Streaming music overtook CD sales. Podcasts edged out radio shows. Contact centers migrated to home offices. When change happens, your business must change, as well.

D

We are

Here to help

RCDA has shaped the contact center industry for decades, and we know what today’s customers expect. We’ve helped 350+ companies learn how to provide exceptional customer service and designed actionable, proven customer retention plans to match. Because happy customers equal loyal customers. 

D

Actively Cultivating Customer Satisfaction

Customer retention begins by consciously creating happy customers when things are going well, then keeping that good will going when things hit a snag. This requires lots of training and preparation, but we’ll show your team how to do it.

01

ensuring customer satisfaction

You want to make sure your customers stay satisfied, and a great way to do that is to check in with them while they’re happy. This ensures that they’re pleased with your product or service and reassures them that you’re committed to their customer experience. RCDA can help with this by developing call flows to help your team learn how best to interact with your satisfied customers, and by helping with outbound leads so they’ll know exactly who to call and when.

02

Program Development

RCDA will help you design an action plan to set up your project. Our customer retention consultation team will involve all your senior management and leadership, so we can know exactly what your team needs to support your training initiative. We’ll also work with your vendor partners if you use a BPO. Then we’ll create customized coaching programs to help your leadership teach retention techniques. And of course, we’ll stay on to make sure your rollout is successful and stay embedded until your team is ready to go. 

02

Program Development

RCDA will help you design an action plan to set up your project. Our customer retention consultation team will involve all your senior management and leadership, so we can know exactly what your team needs to support your training initiative. We’ll also work with your vendor partners if you use a BPO. Then we’ll create customized coaching programs to help your leadership teach retention techniques. And of course, we’ll stay on to make sure your rollout is successful and stay embedded until your team is ready to go. 

03

Onsite Training

When you work with RCDA, you’ll notice our team has high energy and a deep focus on your business needs. Our up-front work creates clear call center objectives with immediate impact. We’ll make sure your retention team has one-on-one Quality Conversation consulting, training, and custom coaching that will help them achieve sustainable skill transfer.

Our call center training works at every level of your organization, from call center personnel and their managers to top company leadership, combining formal instruction and real-world application. That way, your whole retention team will have the skills they need to make loyal customers stay that way.

04

Ongoing Support

We believe that retention training programs are essential to sustained success. That’s why we offer ongoing support for your entire team. RCDA will be there when you need us, from strategy sessions to customized coaching, and from embedded support to supported rollouts of your program. Whether that’s a few weeks or for years to come is up to you. We know that your retention training is one of the most important ways your team can keep your customers, and we’ll be there to help every step of the way.

04

Ongoing Support

We believe that retention training programs are essential to sustained success. That’s why we offer ongoing support for your entire team. RCDA will be there when you need us, from strategy sessions to customized coaching, and from embedded support to supported rollouts of your program. Whether that’s a few weeks or for years to come is up to you. We know that your retention training is one of the most important ways your team can keep your customers happy, and we’ll be there to help every step of the way.

Proud Partners

“Thank you for the work you did in building a more effective retention strategy. We held an executive call listening session, and the agents that participated in your pilot performed head and shoulders above the rest.”

Kim Ogletree

Director, Sales and Marketing Operations, DIRECTV

Are Your Ready To Take your Call Center To the Next Level?

Schedule A Consultation

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We look forward to working together and improving your call center performance.

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