Client Impact: Telecommunications
AT&T Profile
Following SBC Communications Inc. acquisition of AT&T Corporation in 2005 and the acquisition of BellSouth in 2006, the new AT&T is one of world's largest communications companies with over $127 billion in revenue in 2012. Led by a relentless passion for exceptional customer care and product innovation, AT&T now serves millions of customers and provides voice coverage to over 225 countries.
The Opportunity
AT&T partnered with QualPro to reduce customer churn and increase revenues from peripheral services. QualPro consultants worked alongside corporate management and project participants ranging from union service personnel to sales and marketing staff. Following a thorough review of existing processes and historical data analysis, QualPro consultants provided actionable insight into past decisions and outcomes. QualPro conducted brainstorming sessions with company staff, customers, and field salespeople in order to generate innovative improvement ideas to undergo further analysis.
The Impact
Annual sales increased $12 million companywide. Churn reduced to near zero, and sales increased 167% with no additional capital investment.
The Approach
Over a four-week test period, QualPro consultants tested ideas related to employee behavior, discount policies, incentives, training programs, and more in order to maximize field sales and reduce churn.