"Results? Incremental sales of $23 million... Decreased turnover... Decreased incentive costs... And we took an average of twenty-two seconds off every single call."rnGlen Mitchell's responsibilities included telecommunications call centers with 2,500 service representatives who handle incoming phone calls fromrnresidential customers, take orders for new service, transfer of service, etc. "People were not real comfortable with the sales process with which they were working," saysrnMitchell. He also lamented an extremely high employee turnover rate.
展开▼
