Radclyffe Consulting - Call Centre Training and Consulting

Whether it’s a service or sales call centre organisation, Radclyffe Consulting provides call handling skills and strategies, performance improvement solutions and call centre efficiency programs that ensure you achieve the highest levels of customer satisfaction and loyalty and revenue generation.

Radclyffe recognizes that each business is unique, and customises every solution while still using proven strategies and processes.

CALL CENTRE ASSESSMENTS

Over the years, Radclyffe Consulting has developed a specific method to conduct thorough operations assessments to ensure that the call centre solutions we recommend will be integrated with your business objectives.

Whether you are concerned about the cost per call, meeting Service Levels Agreements (SLAs), or want to increase sales per call or call to close ratios, Radclyffe can identify what’s holding your organisation back from achieving international success.

CALL CENTRE INTERACTION SKILLS TRAINING

We regard the moment when a customer actually interacts with a service or sales representative from your company as the most important stage in your call centre process. Through our customised interaction skills training and performance improvement coaching, your customers are guaranteed to have a world class experience – every time.

CALL CENTRE EMPLOYEE RETENTION PROGRAM

We recognise that effective retention strategies reduce employee turnover, the costs of which are greater than you may realise. Radclyffe Solutions specialises in keeping representatives fully engaged in their own ongoing performance development.

We do this through a customised program that pushes continuous improvement to the representative level. Not only does this keep them from leaving, it ensures that your contact centre’s performance overall is exceeding your service and quality goals.

CALL CENTRE LEADERSHIP TRAINING

The 20 Keys and Levels of Action model (developed by Radclyffe), has succeeded in completely changing the leadership, human resource and service issues in the call centre. Employees are more content in their roles and so performance levels improve, a reduction in cost of turnover and an increase in customer loyalty are Radclyffe’s guarantees.

CALL CENTRE DATA OPIMISATION

Radclyffe Consulting not only provides your call centre with tangible skills and strategies, we also help you to leverage your call centre as a competitive advantage in your industry.

Through our data mining and call centre solutions, we can help you develop a customized program to provide your internal stakeholders with mission-critical product and marketing trending and feedback. We have the ability to help you optimise your stores of customer information in order to achieve competitive advantage.