Performance Improvement and Consulting Services
Performance Improvement and World Class Service Delivery require experience across organizations designing and delivering programs and measuring their results. At Radclyffe, we have had experience providing our consulting and training services to over 400 companies of all sizes and across all industries, based on each client's specific needs. Below are some examples of how we have helped our clients achieve their business objectives and goals with our assistance:
20 Keys and Levels of Action™ - Associate-Driven Performance Improvment
Based on Kaizen's Lean Manufacturing Model, The 20 Keys and Levels of Action was designed specifically for each role in the contact center organization. This model provides a "construct" for ongoing performance improvement and teaches associates to take charge of their own development plan and performance improvement over a period of years. As a result, our clients have experienced:
- Associate level individuals take ownership of their own performance improvement, rather than have performance improvement be management-driven
- Approporiate associate empowerment and decision-making
- Fair and equitable environment, in which associates at all levels are clear about what it takes to exceed and what exceeding "looks like" specifically
- Associates are engaged because they are focused on developing their skills - they know where they are, where they are going and what they have to do to get there
"20 Keys and Levels of Action is the holy grail of call center performance." -- Leo Dodds, Director, Ortho-McNeil Janssen Pharmaceuticals
"With 20 Keys and the Levels of Action, employees can stay or they can go, but they can't stay and go." -- Renee Charney, Cendant
Peer Calibration Sessions
At Radclyffe, we believe that employee-driven performance improvement is the key to ongoing employee engagement. We have seen how peer calibration sessions take the team to a whole new level of accountability and team work. A Radclyffe Master Facilitator leads the team in assessing call handling performance and helps the team to identify "pivotal behaviors." The goal is to teach the team how to facilitate their own sessions going forward.
Remote Monitoring and Coaching
If your staff just doesn't have enough time to fit coaching into their day or if you need an objective perspective of your call handling, we can help. We have had great success improving call handling performance and customer satisfaction through our remote programs
Operations Review and Assessment
Since Radclyffe Consulting has vast and diversified experience in all types of contact centers, we offer a complete Operations Review and Assessment. We review People, Process, Knowledge and Technology to ensure that your business goals and tools are fully integrated and are being leveraged. Some of the results of our assessments and recommendations have been:
- Restructuring organizations to reduce costs and increase revenue generation
- Reducing representative turnover by implementing Skills Based Pay Programs
- Increasing team work via change management after a corporate merger
- Assessing and analyzing CRM technology solution on short list saving the client millions of unforeseen expenses
Don't see what you think you need on the website? We have over 15 years of experience in consulting and training and 25 years of experience in the Contact Center Industry. Contact us today.
1614 Union Valley Road• Suite 163 • West Milford, NJ 07480
888-584-5999 (Phone) • 973-506-1558 (Fax)
©2009 Radclyffe All Rights Reserved.
