In an incoming-call help desk for a computer manufacturer with

• 7 days-a-week by 24 hours-a-day service
• 700 call takers
• 40 first-line team leaders

a fifteen-week project provided executive management with an annualized return on investment of 6:1 as well as the following operational improvements and savings:

• average speed to answer (ASA) decreased 95% from 22 minutes (maximum call delay of over two hours) to 1.2 minutes
• abandon rate decreased 92% from 45.6% to 3.2%
• customer satisfaction increased 13% from 75.3 points to 86.4
• direct labor decreased by an annualized 24%... which call center management applied to technical, customer service, and first-line management training
• toll-free telecommunication charges decreased

Consociates assisted a software help desk with

• 5 days-a-week by 12 hours-a-day service
• dispatch & call-back service
• 300 technicians
• 15 first-line managers

change the basis of their customer service from dispatch & call back mode to live-call handling and problem solving. The customer excitement was immediate and the project produced a 7:1 annualized return on investment in addition to the following operational improvements:

• tickets-resolved per FTE increased 37%
• tickets-resolved increased 41% while full-time equivalents (FTE) increased only increased 3%
• cost of ticket-resolved decreased 25%
• mean-time-to-repair a ticket decreased 35%

In addition, the number of tickets-resolved increased by 19% while the cost of a ticket-resolved decreasing by 16% in this client's smaller, transaction routing department, which offered 7 days-a-week by 24 hours-a-day service to manage telecommunications hardware through computer generated / computer communicated trouble tickets.

In a telemarketing center for a telecommunications company with

• regional target market
• 50 telemarketing representatives
• 5 first line managers

a project with Consociates principals generated a 3:1 annual return on investment and the following revenue-generating improvements:

• calls per rep per day increased 30%
• orders per rep per day increased 70%
• cost per call decreased 24%