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 centres. 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 centre leaders needed a scalable customer engagement solution that would support multiple centres 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.

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

As the company streamlined call centre 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.