Case Study ON THE NICE SOLUTION ABOUT ATHENS SERVICES Sixty years ago, family-owned Athens Services began as a trash- and recyclables-hauling company. But in recent years, it has expanded its mission to include partnering with communities, legislatures, Cal-OSHA and others on a broad range of disposal programs, educational events and environmental initiatives. Partnership and high service standards are the company’s core values, and the primary goal of the 78-agent contact center is answering 95% of its 606,000+ annual calls in 60 seconds or less. In addition to several specialized teams, there are two elite, omni-skill teams of agents, including one dedicated to the city of Los Angeles, the largest city contract ever awarded in the industry. With a growing roster of residential

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