Customer Service
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.
ITM Marketing utilizes skills-based routing to add 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 our associates to your customer’s information as the call comes in) eliminates redundant requests for information from marketing associates, thereby reducing non-productive call-handling time.
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. Our supervisors 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.
Order Processing
With our computer-telephone integrated workstations, ITM Marketing can enter orders directly into your web site or 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.
Client Testimonial
In our industry, trust and integrity are everything, since we are governed by strict guidelines and procedures with the results being verified and audited bi-annually. Therefore, even the smallest discrepancy can be a problem. Obviously, since we have been with ITM for such a long period, we know we can count on them to deliver high-quality services under very strict conditions and within the timeframe our clients demand.