Call Center Experiences Higher Call Volumes

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.

Call Center "Owns" a New Culture

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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