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Radclyffe Partners works with clients to help solve some of the most common issues found in call center organizations that 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 can 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. We have years of experience working with and turning around employee engagement issues.
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.”
Call Center Leadership
Supervisors and coaches not effectively dealing with 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 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 leading to stressed and burned out CSRs, increased abandonment rates and need for additional headcount to handle the call volume.
Out of Control FMLA, Absenteeism or Morale?
We have worked with many organizations who were experiencing what we call “Call Center Backlash™” and we know how to fix it. Don’t get frustrated, we know how to overcome this common situation.
Don’t know what’s wrong?
That’s okay and we understand. We provide customized solutions that will work for you.