Case studies that demonstrate AQ successes and outcomes

AQ can be measured reliably and improved

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AQ PROFILE

PERFORMANCE STUDIES
Global Technology Company
Sun Microsystems
Deloitte & Touche
Diversified Collection Services
MP Water Resources
BellSouth

These performance studies illustrate successes our clients can attribute to Adversity Quotient® (AQ®) solutions.

Client: BellSouth

Sample: An outbound sales call center for BellSouth — 76 sales associates.

Overview: AQ training was conducted for the outbound sales call center in a major retail market in the U.S. during September 2004. The center was underperforming and failing to meet its financial goals; there was also a somewhat pervasive sense of apathy among the associates who had been facing increasing complexity, demands, uncertainty, and adversity. The objectives of the training were to turn around sales, performance, and customer service by equipping associates and their leaders to respond more effectively to all forms of adversity, challenges, and obstacles. This analysis was based upon the quantitative revenue outcomes and the qualitative leader and employee feedback following the program. Based on the results, the program was expanded to all Outbound Sales Call Centers for 2006, in anticipation of BellSouth’s historic, $76B merger with AT&T.

Results: According to top leaders, the following outcomes were achieved and attributed largely to the AQ training. Note that these results were achieved despite a major hurricane, which historically would have caused a substantial decline in revenue and other performance indicators.

Quantitative Outcomes

44.7% increase in overall booked revenue from September 2004 to September 2005, the highest growth of any of the peer centers
45.0% increase in overall booked revenue from September 2005 to September of 2006, the highest growth of any of the peer centers
109.9% increase in overall booked revenue for the two-year period of September 2004 to September 2006
Attrition was approximately 25 percent lower among those who completed the AQ program compared to those who did not

Qualitative Outcomes*

Improved overall engagement in their work and an increase in peer accountability
Leaders equipped to continue using tools with their teams to sustain the AQ advantage
Improved morale, energy, optimism
Better attitude toward change
Less whining and fewer excuses
Long-term, seasoned employees reporting this to be the best and most valuable learning experience of their careers
Ongoing use of the AQ language and tools many months after the official program
Dramatic, moving stories of how this has affected people, personally and professionally

* As reported by senior leaders and team members as a result of the AQ training.