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Case Studies

Call Center & Customer Care

Customer satisfaction in the telecommunications industry is critical to high retention rates and cross-sell success.  Increasing resources and efforts are being devoted to improving call centers, which often play the valuable and visible roles of servicing and selling to existing and prospective customers, thereby impacting satisfaction. A Test & Learn approach to decision-making ensures that new and ongoing call center or other customer care initiatives generate sufficient returns to justify a larger rollout.

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  • Industry Overview

    Industry Overview
  • Customer Retention

    Customer Retention
  • Improving Call Center Performance

    Improving Call Center Performance
  • Marketing & Media

    Marketing & Media

APT can be used to answer some of the following questions about call center optimization:

  • Which call center initiatives lead to the greatest customer satisfaction?
  • Which strategies are most effective at increasing cross-sell?
  • Should we route some customers to a low-cost call center and others to more specialized technicians?
  • What is the impact of adding additional FTEs?  Additional service hours?