ITM Marketing, Inc.

The ITM Difference

What is the ITM Difference? The difference is in the people, the technology, and the generaly speaking, just the way we do things.

Marketing Associates

At ITM Marketing, we market professionalism and courtesy. For every customer we serve for you, we are your company. ITM Marketing hires only those candidates that have the right skill-sets for customer care, and their training begins with the hiring process.

Hiring
ITM Marketing has a two-fold interview process. During the initial interview, potential candidates for marketing associate positions take several tests for screening purposes, including a personality profile assessment, spelling and typing tests. All potential associates are also screened using background and reference checks.

Once these initial steps have been completed and evaluated, viable candidates return for a more comprehensive interview process. During this phase they will be given a script reading test and will be interviewed not only by the Director of Human Resources, but by a call center supervisor as well.

Basic Training
Upon employment, each new marketing associate receives training on all facets of the desktop applications for the communication channel assigned to them. They are then are given a comprehensive overview of the product or service they will be servicing.

Empathy Culture Training
You’ve probably heard the saying “Customers don’t care what you know, until they know that you care.” At ITM Marketing, we believe this is the core of marketing effectively for your company.

Our marketing associates are introduced to, and trained to be sensitive to the feelings and experiences of others. They are taught effective listening and questioning skills, and how to handle a complaint call

In short, ITM Marketing wants every marketing associate to respond to your customers in exactly the same way they, themselves would like to be treated if the situation were reversed. As your marketing partner we believe that accurate, timely and courteous, empathetic behavior will positively promote our clients’ business and ours.

Technology

At ITM Marketing, we realize the people you employ make the difference, but providing the best technology makes them even better employees.

ITM Marketing is able to contain costs and optimize efficiency by using Customer Interaction Center (CIC) from Interactive Intelligence. Interactive Intelligence replaces multi-box hardware from proprietary vendors with a non-proprietary, platform independent software solution.

The Interaction Center Platform is a powerful interaction processing engine, and allows for expanding contact center growth, integrating business applications, and new communications technology via seamless server upgrades. Features include:

Productivity is maximized with CIC’s intelligent multi-channel queuing and routing to associate stations for voice, e-mail and web-chat; desktop call and interaction control, unified messaging and real-time presence management and performance statistics.

Skills-based Routing
This administration tool routes interactions to associates based on skill-sets for each program. Associates may receive calls, emails or web chats based on their skill level, or depending on the level of program/product or service complexity, can be routed based on other skills-sets that incorporate all three multi-channel communications.

Outbound Campaign Management
Via Interaction Dialer, outbound and blended campaigns can significantly boost customer service capabilities, aid sales, marketing and lead generation efforts, with system controls that manage every facet of any campaign.

Supervisor Tools
Interaction Supervisor provides real-time, continuous associate monitoring. This tool allows supervisors to oversee all agents and workgroups on every shift; monitor and listen to lines, queues, stations and users at all times. Supervisors can review summary statistics, receive alerts at the first sign individual associates or workgroups are not meeting their goals.

Supervisors can pull all interaction records from the Interaction Client desktop interface. Since ITM Marketing digitally records and stores all calls and web communication responses, supervisors can manage and retrieve communications for training purposes and quality assurance through the use of Interaction Recorder.

“Join and Coach” features allow supervisors to respond to requests from associates through “whisper coaching” or join in the conversation to maintain first call resolution. Supervisors can also select specific alarms that alert them to important exception conditions, as they occur.

Hardware and Software Vendors
Even with the best software suite in the call center industry, ITM Marketing recognizes the need for the best hardware and supporting software as well. With that in mind, ITM Marketing partners with the top technology vendors in the industry, including Cisco, HP, APC and Dell. Please visit our Partners page for a full list.