Case Study: AT&T

AT&T_logoClient

AT&T

Internal Brand

AT&T Rethink Service

Duration

Six months

Challenge

AT&T needed to boost sales results at the customer service call center level, and it needed a proven approach to help agents transition from service to sales.

Approach

RCDA developed a 90-minute workshop entitled AT&T Rethink Service, with the following key elements to transition from service to sales:

  • Importance of agent’s role in selling
  • Attitude control
  • “We are not selling, we’re educating.”
  • Transition to sales phases
  • Review of sales process

Results

The workshop helped 11 Mobility customer contact centers go from selling 0 U-Verse sales to over 90,000 sales in just six months with about three percent of call volume.