Customer Care Channel of major telecommunications corporation
			The client is a very large, nationally deployed customer sales and service organization with an outstanding performance reputation. Facing continuous technological change and downsizing, they needed to protect their production levels and commitment to quality.
			JFA designed and regularly administers a highly targeted employee survey to all employees. This operational tool monitors changes in employee attitude and provides actionable information allowing the organization to respond quickly. It also provides the means to hold managers accountable for the performance and support of front line employees.
			Despite massive change in the industry and within their corporation, this organization of 15,000 employees has maintained their historically excellent customer service and productivity levels for the last three years. This is largely a result of the increased employee satisfaction levels which are significantly higher than those of other units in the corporation.
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