Case Study: Republic Services improves call quality and builds superior training programs with Calabrio

Republic Services Increases Sales and Revenue with Calabrio ONE

Republic Services, a leading U.S. waste and recycling company operating in 40 states and serving 2,800 cities with more than 14 million customer inquiries a year, struggled to maintain consistent contact-center quality across a geographically dispersed and acquisition-grown workforce. Leaders needed a scalable customer engagement solution, a baseline of key metrics, and an easy way to assess and standardize performance as the business expanded.

The company deployed Calabrio Quality Management and Workforce Management to score multichannel interactions, optimize staffing, and correlate quality scores with sales to motivate agents. The initiative improved call quality and evaluation consistency, exposed process gaps, enabled stronger training and development programs, and drove higher customer loyalty and better service delivery across municipal, commercial, and residential customers.

Republic Services

Doug Saunders

IT Director