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

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. Your strategy to approach the retention conversation differently allowed our customers to open up and communicate with the agents without putting up their guard. We have seen increased agent confidence, increased quality scores, and overall increased retention as a result of your help. Feedback from the agents: “Working on the retention pilot gave me the confidence to approach saving our customers in a way I was comfortable and in turn helped me retain more customers.” “My job is so much easier now that I have better direction on how to get the customers to open up and talk to me.” “Thanks for all the work you did with us. My retention rate, activation rate, and resolution rate have all improved.”

- Kim Ogletree, Director, Sales and Marketing Operations, DIRECTV

New Contact Center Deployment

The Quality Conversation and a better bottom line

The Quality Conversation