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At Hartfelt Communications, we understand the importance in collecting data to prove that "What you Say and How you Say it" has an impact on your company's bottom line, quality of service, and company moral. Over the years we have proven how the actual sound of someone's voice can affect all aspects of productivity and professionalism. We have conducted follow-up studies of ICALL training and report the following:Eighteen months after ICALL training of AT&T operators at eight Customer Service Centers, AT&T Consumer Long Distance received the 1994 Malcolm Baldridge National Quality Award. Six months after ICALL training at Qwest, Customer Service Centers reported an 82% percent increase in customer satisfaction, with customers stating they had a great experience with a Qwest customer service agent. A former BP Amoco Oil executive reported that he was able to increase his company's donations to the United Way by using ICALL techniques in his corporate presentation for the increased commitment to the charity. The Chicago Tribune reported that the Classified Advertising department after being trained in ICALL had a 24% increase in sales of classified ads. After being taught the ICALL system, the Training Alliance of Chicago, a placement program for minority woman to receive job training to transition out of the welfare system, had a 72% job placement success. Bank One employees (now Chase) graded the training conducted by their managers in ICALL with a 92% rating for "excellence and being beneficial to their job performance." Miss America, Gretchen Calrson, stated that her training in ICALL helped her handle media and print interviews with more confidence, poise and much less stress of being thrust into the public. American Express used ICALL training in several of its customer service departments and found that ICALL eliminated the need to repeat information over and over resulting in customer calls being handled with more efficiently. This improvement increased the bottom line and enhanced the overall job performance at these call centers. Absenteeism in call centers at AT&T, Delta Dental, Spiegel, and Verizon were dramatically reduced with an average 120% attendance improvement resulting in increased productivity and enhanced employee moral significantly. SBC customer service centers trained on ICALL techniques reported decreased health concerns of ergonomic impact on repetitive tasks. Employees who talk on the phone 8 hours each day can suffer from TMJ syndrome (as well as related carpal tunnel). For many, by incorporating the ICALL training concepts into their daily job performance, facial and jaw pain was eliminated without surgery resulting in sizable cost savings in medical claims paid. The Woman's Bar Association discovered that by using ICALL techniques in their presentations and in professional communications with the judicial system, they were perceived more professionally, gained greater respect and were able to communicate with greater ease. Nick's Fish Market Restaurant wait staff found after training with ICALL, they were able to verbally communicate the quality and uniqueness of the menu choices to patrons and diners. 15 years after the training, 89% of the organization still use and remember these vocal techniques. "Be mindful of the words that you use and the actions that you live, and who you are and how it is you use your power. Keep clear at all times that you are what you say you are."