Problems We SolveLearn more about what we can do for your business!
Radclyffe Partners works with clients to help solve some of the most common issues found in call center organizations, but are oftentimes difficult to resolve. Based on our extensive experience, we successfully overcome these issues by effectively integrating both the operational AND cultural aspects of leading and managing the day-to-day activities in the call center.
What type of issues do we work to overcome? See if these are familiar to you in your organization:
Employee Engagement Issues
We always say, You can stay or you an leave, but you can’t stay AND leave. If you have staff that are no longer engaged and are not striving to continuously improve and learn, it will ultimately cost your company millions. Don’t take the chance of losing customers and other high-performing staff members. Call us. We have had tons of experience working with, and turning around employee engagement issues.
Coaching & Calibration Program
Front-Line staff perceiving the Call Quality (Coaching and Monitoring) Program as a negative and nit-picky experience, resulting in the continuation of inadequate call handling performance and significant resistance to feedback and unnecessary call escalations.
Call Center Leadership
Supervisors and coaches not effectively dealing personnel and performance issues including lateness, inappropriate behavior, schedule adherence and non-compliance with standards resulting in low morale, team infighting and allegations that there is favoritism.
Front-Line individuals who do the bare minimum and have an unrealistic perception of their own performance and contributions to the call center organization and team, resulting in an extraordinary need for management intervention to have them “get the job done.”
Front-Line staff not effectively controlling the interaction on a consistent basis resulting in customer call-backs, low customer satisfactions scores and escalated customer calls.
Call Center Performance
Excessive Average Handle Times (AHT) resulting in customers waiting in the queue who then need to be defused, stressed and burned out CSRs and increased abandonment rates and/or the need for additional headcount to handle the call volume.
We have found the Critical Keys to cultivating an organization that consistently cultivates an outstanding customer experience and we want to put that experience to work for you.
Curious as to how we might handle your unique situation?
Talk to us today to find out. Just call 845-545-8821. We are here for you as a resource.
Don't Know What's Wrong?
That’s ok and we understand. We can help you determine the core issue and provide you with what we know will work to fix it. We have the experience, knowledge and proven best practices to overcome even the most daunting challenge. Talk to Liz today. Don’t wait. Get a 30 minute free consultation with one of the industry’s top thought leader.
Is Your FMLA, Absenteeism or Morale Out Of Control?
We have worked with a many organizations who were experiencing what we call “Call Center Backlash™” and we know how to fix it. Don’t bang your head against the wall when we know how to overcome this common situation. Call Liz and get a free 30 minutes consultation.