Republic Services Increases Sales and Revenue with Calabrio ONE - Calabrio

Republic Services Engages Agents and Builds Superior Training Programs

Improved
call quality scores

Higher-quality
evaluations

Integrated
quality monitoring across channels

At a Glance

Company Republic Services

Industry Waste and Recycling Services

Region U.S.

Products Used Calabrio Workforce Management & Quality Management

About Republic Services

Managing over half of America’s refuse each year, Republic Services is an innovative waste solutions corporation operating in 40 states across the country. The company provides an array of solid waste services; prides itself on its sustainability efforts; strives to continually enhance vendor, employee and community relationships; and maintains an ever-impressive level of customer service standards.

Driving growth through contact center quality initiatives and streamlined operations across centers

Challenge

Republic Services supports customers in 2,800 cities across the United States and fields more than 14 million customer service inquiries each year. The company operates across a broad foundation of divisions and partnerships, resulting in a diverse workforce dispersed across the country.

While a strong local presence is a strategic advantage within each community it serves, Republic Services found it difficult to maintain consistent levels of quality and customer service across all of its geographically dispersed contact centers. Plus, locations established via acquisition had to contend with changes to tools and processes that were required in order to achieve a seamless integration post-acquisition.

Republic Services contact center leaders needed a scalable customer engagement solution that would support multiple centers during a time of fast growth. They needed to establish a baseline from which to gauge progress against critical metrics moving forward. And they needed to streamline and easily assess ongoing performance as the company continued to grow.

Solution

Republic Services implemented Calabrio Quality Management and Calabrio Workforce Management to correlate call quality scores with sales numbers in order to better motivate agents and drive revenue growth.

Calabrio Quality Management enables contact center leaders to easily score multichannel customer interactions while Calabrio Workforce Management strategically supports the staffing efforts of their growing contact center.

As agents saw their QM scores improve, they were also able to see a similar uptick in their sales and revenue numbers as well. This has led to new growth and advancement opportunities for the agents, and, really, has fostered a more professional workplace environment.”

Doug Sanders –
IT Director
Republic Services

Result

As the company streamlined call center operations, oversights and gaps in their delivery processes were quickly revealed.

Calabrio Quality Management enabled Republic Services to develop superior training and development programs, and deliver stronger customer loyalty across the board.

From municipalities to commercial customers to individual residents, Republic Services found it was better able to meet its customers’ service needs with the Calabrio ONE suite.

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