Telemarketing industry assessment - The marketing division of a large regional Bell telephone company sought ways to broaden its products and services as a result of increased competition from deregulation. Access Information Services was asked to undertake a 6 month project to research and analyze the telemarketing and help desk environment, compare and contrast competitor operations and identify best practices for management of telemarketing staff. The project assessed best practices such as employee incentives, regional accents and their impact and floor plan configurations for call center operations through interviews as well as secondary research.

The client based operating location, hiring decisions and initial entry into the market on the key findings and recommendations from Access Information Services.

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