Telus is Canada’s fastest-growing national telecommunications company, and provides a wide range of telecommunications products. It is the third largest telecommunications company in the country, with over 13 million subscriber connections.
Telus has a huge number of subscribers, and like most communications companies receives a large volume of customer support calls.
As the company grew, customer wait times when calling support centers increased, reducing customer satisfaction and posing potentially costly employee scheduling challenges.
Telus approached Statistics.com to provide a thorough education in statistics, forecast analytics and optimization to analysts in their employee management and scheduling teams. These employees needed to learn how to properly employ statistical and analytical tools to solve the problems they faced.