New Contact Center Deployment

RCDA has extensive experience and a strong track record of success in launching new contact centers. We provide:

Strategic planning
Site selection
Contact center software/hardware selection and support
Staffing model
Training and coaching program
Ongoing support

Our proven methodology involves a phased approach:

Phase 1: Project alignment meeting
Phase 2: RFP process and preliminary set-up
Phase 3: Staffing
Phase 4: Project status assessment
Phase 5: Training material development
Phase 6: Launch
Phase 7: Ongoing support

Results:

History of launching highly successful contact centers
Increased sales and retention performance
Improved NPS and Voice of the Customer (VOC) scores
Sustainable trust
True partnership
Exponential ROI and millions of dollars added to bottom line

RCDA learned our business (selling a commodity), listened to calls, and built a program within guidelines and limitations. They’re masters at what they do and sit and learn your business. They partner with you, come in and become a part of the fabric. It was a culture shift, and they have instant credibility. RCDA can make a difference on many levels. You get more than what you were asking for and it has a ripple effect: The program, facilitator guide, participant guide, but we got so much more. It wasn’t in the specific deliverables, it was the value add. We’ve seen just spectacular results.

- Carolyn Kiel, VP of Operations, Vertex (a BPO supporting a major utility provider in Georgia)

New Contact Center Deployment

The Quality Conversation and a better bottom line

The Quality Conversation