Project Summary: AT&T
AT&T services over 85.2 million wireless customers and has earned its ranking as the 7th largest company in the U.S. by consistently providing innovative, reliable, high-quality products and services and excellent customer care for more than a century. AT&T’s vision of becoming and remaining the “Best-in-Class Wireless Business” would require innovative solutions in the communications and entertainment industries for both consumers and businesses. However, they recognized that merely offering innovative products and solutions would not be enough to accomplish this goal. AT&T knew it needed to invest in developing its retail sales and service staff. The company embarked on creating a training solution that would combine sales training with product training on the multitude of wireless products sold in its retail stores and kiosks. This initiative extended beyond training thousands of AT&T’s own retail employees, nationwide. It also entailed training retailers who sell and support the AT&T products. Upon considering its options, AT&T came to the realization that they did not have the internal resources to take on a project of this magnitude on their own and partnered with TTA to help. TTA was able to identify, qualify, and deploy 25 multi-disciplined TTA trainers nationwide to help with AT&T’s initiative.