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Call Center Solutions Featured Article
September 27, 2010
AT&T Pueblo Call Center Huge Success After Four Years
By Susan J. Campbell, TMCnet Contributing Editor
When the Apple iPhone (News - Alert) first emerged on the scene in 2007, the demand created a whole new opportunity for the AT&T Pueblo Call Center. As captured in a recent Trading Markets piece, the new center’s agents scrambled to answer customer questions regarding the features on the new smartphone and the associated billing.
According to Cheryl Babcock, the center’s director, the volume was incredible. This buzz was followed by the launch of other high-profile phones and the next-generation iPhones.
Nearly four years after it opened, the AT&T (News - Alert) Pueblo Call Center – one of six in the West – operates as a key support in the telecommunication giant’s bid to dominate the wireless market. For those in the historic Arkansas Riverwalk area, the center is also an anchor business and a major supplier of jobs. The local jobless rate hovers near recession highs of nearly 10 percent, while the AT&T center employs roughly 500. Babcock is one of the employees who have been with the center since it opened.
Babcock said she was intrigued by the job and the small size of the city and remains in awe today of the center’s Riverwalk location. She referred to the environment as very calming and “beautiful.” A number of individuals walk the Riverwalk during lunch or after work.
AT&T did well with its Pueblo Call Center as the company tried to capitalize on the new construction of the center and the location of the Riverwalk. Architects involved in the project created a modern, light and airy office complex – a vast difference to the standard call center perception of dark and lifeless.
The center site features a cafeteria with made-to-order lunches, and workers can surf the Web for free at on-site Word-Free Zones. Large windows offer a view of the Riverwalk and a breakroom features donated books and colorful walls and images hand-painted by workers. This environment and the atmosphere within the center has translated into happy employees.
Nathan Stringham, a native of southern California who was hired in 2006, likes the diverse atmosphere and commutes from Colorado Springs. He appreciates the schedule AT&T allows him to keep so home life can be a priority.
While it’s true the job isn’t for everyone, AT&T has done well to make sure the job can appeal to a wide variety of individuals. In doing so, the company has created an innovative atmosphere that ensures all employees are made to feel a part of the team. This goes a long way in ensuring agents can deliver the right level of customer service.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Tammy Wolf
