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IntelliTarget is a state-of-the-art
Contact Center located in Central Ohio.
Since 1996, we have specialized in
providing inbound and outbound
live-agent and automated solutions with
cutting edge technology. The solutions
are delivered across multiple channels
that include phone, e-mail, Web chat and
fax-back, but are integrated into a
single platform to ensure continuity of
information and to improve efficiency.
Corporate and Government Designations
Legal
Business Name: ITM Marketing, Inc.
CAGE Code: 3B9U5
Pro-Net ID:
Registered
DUNS Number: 949-006-589
EIN Number: 35-1989-444
SBA HUBZone: 10275
GSA Contract #: GS-23F-0059R
Primary NAICS Codes:
561422
Telemarketing Bureaus
561421
Telephone Answering Services
561440
Collection Agencies
541613
Marketing Consulting Services
518210 Data
Processing Services
SIC
Codes:
7375
Information Retrieval Services
7379
Computer Related Services, NEC
7389
Business Services, NEC
For FSS
Price List, please visit at GSA
Advantage:
www.gsaadvantage.gov
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
system 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 agency or
department-preferred CRM software tool
with screen-pops to alert associates of
your customer’s information as the call
comes in eliminates redundant requests
for information from marketing
associates, and at the same time reduces
non-productive call-handling time.
To ensure that marketing associates have
immediate access to supervisors there is
a feature on the desktop 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-skills
techniques for optimizing associate
performance, or they can 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, fax-back, 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,
e-mail and fax-back 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 specific policies or
procedures, the frequency of requests,
shipping problems, technical issues,
etc., adding value to the agencies, or
department-wide.
Reports: Online, Basic Call Statistics
and Customized
At IntelliTarget, our online reporting
tool, IntelliView, gives immediate,
secure, password-protected feedback to
government clients 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 call and
statistical dialer reports provides
in-depth review of all customer service
functions.
Customized reports can also be provided
and produced in virtually any common
file type requested, via any reporting
software requested.
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