FranklinCovey Case Study
Outsourcing Call Center Operations
FranklinCovey's incredible success in marketing productivity solutions led to inefficiencies of its own. Rapid growth had overwhelmed its IT infrastructure, and its burgeoning product line required extensive warehouse and call center operations. Outsourcing gave the company access to EDS' global infrastructure and economies of scale while improving delivery and service times. Contact center agents have been able to significantly reduce wait times while leveraging up-sell opportunities that have increased the average number of items per order by 36 percent. We have also helped reduce IT support costs by more than 30 percent. FranklinCovey and EDS are also working together to develop, co-brand and market online versions of FranklinCovey's most popular training solutions, a potentially huge new market for both companies.