Our Process

RSI takes a systematic approach to setting up a training program that will work for your company. We realize that every call center is unique; the challenges are always different. But one thing that remains consistent: every training challenge needs to have a process built around how we tackle the issues. Changing human behavior isn’t always easy. The working environment of your call center may not have changed in many years. And it may be difficult for you to see where the source of the problem lies. By adopting an organized, top down approach, hitting on every potential area of concern, we are able to uncover issues that may not be readily apparent.

With hundreds of customer engagements over the years, we have developed and refined a process that works, every time, for any customer retention challenge. Through our tried and tested methodology, we are able to positively impact any customer service program. We perform this through a series of sequential steps. The three steps are: Develop, Pilot and Execute. Details of each step follow:

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 Typically, a pilot class can be delivered within 30 days of initiating discovery. Pilot testing during this period enables you to measure and project ROI before implementation for the rest of the enterprise. 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 may also be created for a blended approach.

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.

Our customer retention training services will revolutionize the way your call center staff interacts with customers. Learn more today by registering for an online demo or contacting us for a free course outline.

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Retention Specialists – Helping You Acquire & Retain Great Customers