CATEGORIES: Call Center, Case Study, Customer Satisfaction, Quality, Sales, Telecommunications
Call Center “Owns” a New Culture
The Challenge
The client was noticing a disturbing slowdown in customer consultations and problem-solving responses at the Small Business Call Center serving Kentucky and Tennessee.
About the Client
The small-business segment of BellSouth (acquired by AT&T) is an important national and global force and a vital revenue producer for corporate giants such as BellSouth.
Financial Results Snapshot
DB&A Delivered
- 25% increase in revenue-per-call
- Increased daily communication
- Improved quality of calls due to established best practices
- Improved recruiting
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