CALL CENTER TRAINING DELIVERS SIGNIFICANT ROI A Leading US Call Center Case Study Reduced training time, increased upsells, fewer customer credits When Learning MattersUS Call Center Case Study This telecom is one of the largest wireless network operators in the US. With over 50 million customers, customer service is a major priority. Amplifire was deployed at two customer call centers where agents took customer calls to handle questions about features, options, bandwidth, billing, and so on. Employee turnover in call centers is generally high, running from 30% to 50% per year. 1 New hires need rapid, effective training to efficiently solve customers’ problems, cultivate customer loyalty, and position customers with the optimal set of features for their needs (which may mean u

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