Step 1 - Develop

RSI uses a rigorous discovery process to ensure we thoroughly understand your organization before we create a training program. By conducting on-site discovery using the RSI Opportunity Scorecard™, we will assess your organization in three areas:

Your customer service and sales reps deserve a program that is thoroughly customized for their jobs. Because RSI consultants have decades of experience consulting and training, discovery and pilot curriculum development is very rapid.

Step 2 - Pilot

Prior to rollout, RSI upgrades the CSR curriculum with insights gained in both the pilot class delivery and the follow-up coaching period. Web-based versions of the curriculum are created as a supplement to instructor-led training.

Step 3 - Execute

RSI’s typical clients have thousands of CSR’s distributed in numerous on-shore, near-shore, and off-shore locations, and our consultants have years of experience scaling up for large deliveries. Because both agents and line managers need time after training to convert new concepts and skills into consistent habits, RSI typically provides on-site follow up coaching, as well as web-based tools and job aids, to sustain performance improvement over time.

When the client prefers to use in-house resources to deliver classroom instruction, RSI provides train-the-trainer services.

Either way, RSI stays on the job long after most other consulting firms have packed up and headed home. We know it takes persistence and determination to make performance improvement programs work, and we stake our reputation on every client engagement.