Developing Human Capital: Using Analytics to Plan and Optimize Your Learning and Development Investments

CaseStudyImproving Collectors’ Skills: AT&T^a

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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, ...