RCDA Courses

Onsite Offerings


The Quality Conversation: A Robust Call Flow

Audience: Contact center customer care and sales agents and site leadership

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Overview

Does your site struggle with CSAT and NPS scores? Does your sales conversion need a lift? The Quality Conversation will teach your agents how to create an emotional connection with customers and show genuine interest in their wants, interests and needs (WINs). Agents using The Quality Conversation will create more customer loyalty through relationship building and will increase CSAT and NPS scores. Agents establishing relationships using The Quality Conversation will create an emotional hook with customers who are more likely to buy or stay with a company.

  • Two-day onsite course, minimum eight attendees
    8-24 Attendees
    $4,200
  • Please call 888-392-RCDA (7232) or 678-259-9290 or email info@robertcdavis.net regarding more than 24 attendees.

Course Description

The Quality Conversation teaches call center customer care and sales agents a robust call flow focusing on creating a trusting relationship with the customer. The call flow begins with a warm, enthusiastic greeting, continues with consultative service or selling through full discovery, solution and a compelling offer (along with overcoming objections), and ends with an assumptive close followed by expressing true appreciation for the customer. The Quality Conversation course provides ample opportunities for practice and interactive activities to reinforce the training.

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Agenda

  • Day One
    • Introduction to The Quality Conversation and Relationship Building: 2 hours
    • The Enthusiastic Greeting: 2 hours
    • Consultative Service and Sales Through Discovery and Finding Root Cause: 4 hours
  • Day Two
    • Providing Personalized Solutions: 3 hours
    • Educating the Customer to Self-Serve (for customer care agents) or Overcoming Objections (for sales agents): 3 hours
    • Closing the Call and Tying It All Together: 2 hours

Please call 888-392-RCDA (7232) or 678-259-9290 or email info@robertcdavis.net to sign up or for more information.

Onsite Support

Audience: Contact center customer care and sales agents and site leadership

Overview

Creating sustainability of The Quality Conversation requires skill transfer. While the above course will provide the knowledge, we recommend onsite follow-up with an RCDA consultant. RCDA will provide onsite support to help with deployment, coaching and long-term adoption of The Quality Conversation.

  • $1,650 per day (discounted rate for existing customers)

Each RCDA consultant has more than 20 years of experience in the contact center industry. We hire only veteran consultants who can make our exclusive methodology work. Everyone on our team has the talent, experience and skills to get out on the floor with your people to interact, understand, teach, persuade, model and inspire.

Coaching The Quality Conversation

Audience: Contact center supervisors, managers, quality coaches and sales coaches

Overview

Once your site has launched The Quality Conversation, how do you sustain and integrate it within your culture? RCDA will teach you a multi-faceted coaching model that reinforces the call flow through one-on-one meetings, team huddles and real-time coaching tactics.

  • Two day onsite course, minimum eight attendees
    8-24 attendees
  • $4,200
  • Please call 888-392-RCDA (7232) or 678-259-9290 or email info@robertcdavis.net regarding more than 24 attendees.

Course Description

Frequent and consistent coaching of frontline agents is critical to adopting The Quality Conversation call flow. Coaching drives behavioral change and behavioral change drives the customer experience, sales performance and KPI improvement. The Coaching The Quality Conversation course teaches leaders a coaching and disciplined floor management strategy that drives results. It provides ample opportunities for practice and interactive activities to reinforce the training.

Agenda

  • Day One
    • Introduction to The Quality Conversation Call Flow and Relationship Building: 2 hours
    • Skill Transfer Training: 2 hours
    • The Monthly One-on-One: 2 hours
    • Side-by-Side Coaching: 2 hours
  • Day Two
    • Side-by-Side Coaching (continued): 2 hours
    • Team Huddles: 3 hours
    • Quick Laps (Real-Time Coaching): 2 hours
    • Summary and Next Steps: 1 hour
  • Please call 888-392-RCDA (7232) or 678-259-9290, or email info@robertcdavis.net to sign up or for more information.

Live Online Offerings


The Quality Conversation

A four-part series with optional onsite support (four-person minimum):

  • 4-6 Attendees: $1,800
  • 6-12 Attendees: $2,200
  • 12-18 Attendees: $2,500
  • Please call 888-392-RCDA (7232) or 678-259-9290, or email info@robertcdavis.net for pricing on more than 18 attendees.

Course Description

  • Part 1: 90-minute workshop on The Quality Conversation: Building Relationships, Attitude, Enthusiasm and The Greeting. Work assignment included.
  • Part 2: 90-minute workshop on The Quality Conversation: Full Discovery and Finding Root Cause. Work assignment read out from previous workshop plus new work assignment.
  • Part 3: 90-minute workshop on The Quality Conversation: Providing Personalized Solutions. Work assignment read out from previous workshop and new work assignment.
  • Part 4: 90-minute workshop on The Quality Conversation: Educating the Customer, Overcoming Objections and Closing. Work assignment read out from previous workshop.

Please call 888-392-RCDA (7232) or 678-259-9290, or email info@robertcdavis.net to sign up or for more information.


Don’t see what you are looking for?

RCDA offers customized online workshops, onsite training, leadership coaching and other consulting services. For more information and to schedule a personal consultation on what Robert C. Davis and Associates can do for your organization, please contact us:

Robert C. Davis and Associates
1875 Old Alabama Road, Suite 510
Roswell, GA 30076
1-888-392-RCDA (7232) | 678-259-9290
info@robertcdavis.net

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