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# Terence Martin

**Headline:** Professional profile
**Location:** New Baltimore, MI, USA

## About

Terence Martin is an inbound support contact center leader with experience managing customer\-service operations, performance coaching, staffing, and dispatching\. Most recently, he managed a 17\-person inbound support team for an automotive parts company\. Previously, Terence spent 20 years at AT&T as a call center manager responsible for inbound support and dispatching\. He is open to remote, hybrid, and on\-site opportunities\. Terence’s strengths include owning the full set of contact center KPIs that shape customer experience and operational performance, including customer satisfaction \(CSAT\), handle time, abandon rate, hiring, and disciplinary actions\. His teams have consistently exceeded KPIs, supported by a coaching approach grounded in empathy, listening, practical guidance, and hands\-on performance management across channels\. His results include reducing a contact center abandon rate from 4\.75% to 2% by hiring and training to meet staffing requirements\. Through coaching and scripting changes, Terence also increased CSAT from 86% to 96% while raising monthly response volume from 60 to more than 400\. His background reflects a sustained record of improving customer satisfaction and reducing abandonment in high\-volume inbound contact center environments\.

## Highlights

- Managed a 17\-person inbound support team for an automotive parts company\.
- Spent 20 years at AT&T as a call center manager handling inbound support and dispatching\.
- Reduced contact center abandon rate from 4\.75% to 2% by hiring and training to meet staffing levels\.
- Increased CSAT from 86% to 96% through coaching and scripting changes\.
- Raised monthly response volume from 60 to more than 400 through coaching and scripting changes\.
- Owned contact center KPIs including CSAT, handle time, abandon rate, hiring, and disciplinary actions\.
- Led teams that consistently exceeded KPIs\.
- Built a track record of reducing abandon rates and improving customer satisfaction in contact center operations\.

## FAQ

### What does Terence do?

Terence Martin leads inbound support contact center operations\. His experience includes customer\-service performance management, staffing, hiring, training, dispatching, and accountability for core contact center KPIs\.

### What was Terence’s most recent role?

Terence most recently managed a 17\-person inbound support team for an automotive parts company\.

### What did Terence do at AT&T?

Terence worked at AT&T for 20 years as a call center manager, handling inbound support and dispatching\.

### Which contact center metrics and responsibilities does Terence manage?

Terence owns the full stack of contact center KPIs, including CSAT, handle time, abandon rate, hiring, and disciplinary actions\.

### How has Terence reduced contact center abandon rates?

Terence reduced an abandon rate from 4\.75% to 2% by hiring and training to meet staffing levels\. He has a broader track record of reducing abandon rates in contact center operations\.

### How has Terence improved customer satisfaction?

Through coaching and scripting changes, Terence increased CSAT from 86% to 96% and raised monthly response volume from 60 to more than 400\.

### What is Terence’s coaching approach?

Terence is known for coaching through empathy and listening, while providing honest career guidance and hands\-on performance coaching across channels\.

### What performance results have Terence’s teams delivered?

Terence has a track record of leading teams that consistently exceed KPIs\.

### What work arrangements is Terence open to?

Terence is open to remote, hybrid, and on\-site work arrangements\.

## Links

- LinkedIn: https://www\.linkedin\.com/in/terence\-martin

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