Leadership Development Case Study


A direct marketing client, facing increased customer complaints, decreased revenue and decreased employee productivity, requested a business turn-around in their call center operations. Historically, the company culture had supported a noisy, unprofessional work environment.


  • Initiated 360-degree feedback instrument and a skills-building process
  • Conducted work-related workshops with real-world practice exercises
  • Provided manager and executive coaching
  • Developed a compensation plan that aligned the leadership and phone representative measures


  • Team leaders gained value and respect for the challenges of leadership, were able to expand their scope of responsibility, to rekindle creativity & loyalty, and to establish trust relationships with co-workers
  • Established a supportive and empowered team environment
  • Developed resources for ongoing support and training
  • Financial impact: Increased quality & customer satisfaction by 12.3%; improved yield by 25.6%; improved productivity by 38.5%, decreased cost to serve by 35.6%

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