O'Reilly logo

Developing Human Capital: Using Analytics to Plan and Optimize Your Learning and Development Investments by Gene Pease, Barbara Beresford, Lew Walker

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

CaseStudyImproving Collectors’ Skills: AT&Ta

Disclaimer: Throughout these materials, persons who are involved in training are referred to as trainees, instructors, or administrators (also students, conferees, candidates, etc., as appropriate). In addition, personal pronouns are used to refer to trainees, instructors, and any other individuals. This was done to improve readability and is in no way intended to discriminate against persons of either gender. Nothing in this material should be construed to indicate any discrimination based on race, color, religion, creed, national origin, sex, age, disability, sexual orientation, gender, gender identity, marital status, citizenship status, military status, veteran status, or any other protected characteristic.

BUSINESS ISSUE

Business Situation

Two distinct organizations, Wireline Collections and Wireless Collections, united into one after a merger. Each organization had its own priorities, best practices, and visions of success.

The Wireline Collections organization excelled in collection results by using the vision of as much as possible, as soon as possible (AMAP/ASAP).

The Wireless Collections organization excelled in customer satisfaction results by focusing on the human side of a customer conversation rather than on collections.

Business Goals

Credit & Collections (C&C) sought to bridge the two cultures, uniting employees into a shared vision and mission.

The aim was to determine organizational priorities, key business drivers, ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required