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Training and Customer Service Tools
Marketing Associates undergo a
two-part hiring process to ensure that
they have the right skill-sets for your
customer service needs. Upon hire,
associates are trained on the
“soft-skills” to make your customers
feel welcomed and understood. They
are also thoroughly trained in all areas
of responsibility for your program,
making sure that your customers receive
accurate information in a timely manner
through our hierarchical knowledge-base
with all necessary information to handle
any customer inquiry or request.
IntelliTarget skills-based routing tool
adds value to your customer service
program by eliminating customer
frustration. Communications are
immediately routed out of the IVR
(auto-attendant) to marketing associates
with the right skill-sets to handle each
request. Using your
preferred CRM software tool with
screen-pops alerting associates to your
customer’s information as the call comes
in, eliminates redundant requests for
information from marketing associates,
reducing non-productive call-handling
time.
To ensure that marketing associates have
immediate access to supervisors there is
a feature on the desk-top application
with the ability to “click once” to send
a quick message to their supervisor for
assistance. Supervisors can
listen-in and provide “whisper coaching”
that assists the associate in providing
the right information, suggest
soft-skill techniques for optimizing
associate performance, or join in the
conversation.
To monitor their performance, marketing
associates have real-time performance
statistics available to them at all
times to see how many calls are waiting,
and the ability to drill into
performance statistics for their shift
or workgroup to see how their
performance compares to other marketing
associates on their shift or in their
workgroup.
Quality Monitoring for Compliance and
Service Improvements
Supervisors record, score, and track
calls, e-mail response and Web chat
interaction in real-time to determine
excellence, coach associates, and screen
them for non-compliance.
Additionally, supervisors leverage the
screen recorder module to capture the
screen activity of any marketing
associate handling calls, e-mails, Web
chats or fax-back responses, and utilize
associate scoring questionnaires to
simplify the quality assessment process,
and are available to assist associates
immediately through the “click once”
tool.
Using our remote monitoring tool,
clients are encouraged to monitor their
programs in real-time, 24/7, for all
communications: listening to voice, and
reviewing associate screens as they
enter e-mail, chat and fax-back
information.
Customer satisfaction surveys are
structured within each call. Our
technology provides unbiased feedback on
their experience with IntelliTarget by
alerting them in the queue of the option
to take a short survey after the call,
without marketing associate knowledge
that the option was chosen.
Customers choosing to respond are
connected to the auto-attended survey
and response tool, after the call has
been completed.
100% Recording and Capture: Voice,
E-mail, Web Chat and Fax-back
In addition to digital recording of
all voice calls, 100% of all Web chat
and e-mail transcriptions are captured,
stored and can be reviewed for any
purpose, at any time for internal use,
as well as for inquiries from clients.
These can be tallied via use of our
extensive Interactive Intelligence e-FAQ
database, or by keyword search.
Uses can include queries for competitor
names, specific policies or procedures,
the frequency of requests for specific
FAQs, shipping problems, or product part
issues to name a few, adding value to
departments throughout your enterprise.
Reports: Online, Basic Call
Statistics and Customized
At IntelliTarget, our online
reporting tool, IntelliView, gives
immediate, password-protected feedback
to clients on the volume of items or
services sold, inquiries, issues and
resolution at any time of day, in
real-time.
Basic call statistics can be delivered
at any time of day via e-mail or
available for download on a secure FTP
site. IntelliTarget’s dialer
reports will assist you in determining
call volumes, sales volumes,
cross-sells, up-sells and provide you
with reports built to your
specifications.
Customized reports can also be provided
and produced in virtually any common
file type via any reporting software
requested.
Order Processing
With our computer-telephone
integrated workstations, IntelliTarget
can enter orders directly into your Web
site, use a back-end order logging
system. Our clients have access to full
and accurate reporting of all order
entries in real-time, hourly, daily,
weekly according to their schedule.
Once orders have been fulfilled,
IntelliTarget understands the need for
customer loyalty and product information
that will be useful to departments
enterprise-wide: R & D, engineering,
manufacturing, sales and marketing.
With our internal order logging system
(IntelliLog), IntelliTarget can track
orders and place outbound automated
surveys calls or opted-in e-mail surveys
to customers at strategic points in the
product or service life-cycle to
determine customer satisfaction.
Customers can respond to e-mail surveys
with links provided; or by automated
outbound surveys using their touch-tone
key pads and having the option of
leaving voice messages when appropriate.
Automatic voice message can be left on
customer answering machines to alert
them to a toll-free number for surveys,
or reminders for re-order purposes.
Reorder reminders are a quick way to
strategically alert customers who are
not enrolled in an auto-ship program to
place their next order, whether it’s on
a monthly basis, or yearly basis.
IntelliTarget will track initial orders
and then set-up automated voice messages
to go out as reminders to reorder, with
the option of pressing a touch-tone
number to connect to a marketing
associate. These messages can be
recorded by product sponsors or
IntelliTarget voice talent by simply
calling in from any landline phone
anywhere, at any time.
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