rsvp - uk information
DESCRIPTION
RSVP is a London based call centre. Unique in that only actors are employed for a higher quality of service. www.rsvp.co.ukTRANSCRIPT
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RSVP InformationRSVP Information
“Quality is never an accident; it is always the result of high intention, sincere effort,
intelligent direction and skillful execution; it represents the wise choice of many
alternatives”
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WHY RSVP?WHY RSVP?23 YearsProven
Solution
Proven Results
Fewer Complaints
State of the art flexible systems
Unique Recruitment Model
Great Voices
Low Churn
Long Service
Waiting List Of Staff
Dedicated Long Serving Management
Additional Capacity
Market ExperienceMarket Experience
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Agent SkillsAgent Skills
AGENTS
Great Voices
Empathy
Clear Voices
UniversityEducation
RapportKnowledgeRetention
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Agent ProfileAgent Profile
• 75% - University Degrees
• 88% - 3 A-Levels
• 95% - Equity Card Holders
• Average Service – 39 Months
• Average Account Churn – 8.1%
• Average Age - 26
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Quality ControlQuality Control
"We are what we repeatedly do. Excellence, then, is not an act, but a habit.”
Call Monitoring
Feedback Results
Improvement Plans
Needs Based
Training
Feedback From Agent QUALITY
CYCLE
CONTINUAL
IMPROVEMENT
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Maximising SalesMaximising Sales
QUALITY AND CONVERSION
Role Play Workshops
One-One Training In Early Days
Buddying With Top Performers
Regular QA And Feedback Sessions
Script Sharing
System Prompts
Regular Incentives
Group Call Listening
Maximising Conversion And Agent Performance
Most people think “selling” is the same as “talking”.
But the most effective salespeople know that listening
is the most important part of their job."
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TechnologyTechnology
CRM / Call Scripting Call Recording / Remote Listening
Script Aware DiallerReal-Time MI
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Management InformationManagement Information
Daily/Weekly/Monthly Full MI
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Client RelationshipClient Relationship
TRUSTED PARTNER
Understanding the client
Trusted Advisor
Proactivity
Open Communication
Agenda Setters
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Sample Team StructureSample Team Structure
MANAGING DIRECTOR / OPERATIONS DIRECTOROverview of day to day account practices & systems
ACCOUNT MANAGEROverall responsibility for running of the account. Conduit between team and
client.
TEAM LEADERS(Ration 1 to 15)
Trouble Shooting, Agent Assistance, Coaching, Driving Sales, Scripting, QA
ACCOUNT ASSISTANTReporting, QA, Admin
AGENTS
DIRECTOR OF RESOURCERecruitment / Agent Selection / Agent Development
HR ASSISTANTQA Overview / Recruitment
IT DEPTData Transfers / Real-Time Report
Access / System Connectivity
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SummarySummary
Partnership Proactiveness
Quality Flexibility
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RSVP - UniqueRSVP - Unique
• Thank You