ITM Marketing, Inc.

Inbound

At ITM Marketing, we have multiple strategies in place to get to the heart of a potential problem and resolve it using methods agreed upon by our clients to ensure that before the call ends, your customer has the best possible customer service that will increase their loyalty to your company. We recognize that our success is your success, and like our marketing associates, we want to make sure that our customer—you, the client, has total satisfaction in every service we offer.

Training
Knowledge is empowerment. The accuracy of information provided to customers is key to laying the groundwork for resolving any issues. That’s why at ITM Marketing, our marketing associates have been expertly trained on an entire database dedicated to your product or service knowledge. Marketing associates have this categorized database at their fingertips to instantly and expertly answer any questions, explain your policies and procedures, and review methods agreed upon by you to execute actions on your customer’s behalf.

Escalation Procedures
When our marketing associates have used every method within their authority to assist a customer, and an issue stills remains, we use an internal structure to resolve the issue before the call has ended. Marketing associates have immediate access to supervisors, who use their knowledge and authority reserved for complex issues to assist your customer. If the issue is still not resolved, the supervisor will use client-authorized procedures for resolution that can include a “warm transfer” of the customer to a designated person(s) within your organization, instant voice or e-mail notification to our clients for resolution, with call-backs to customers within a specified time-frame.

Digital Recordings
With the digital recording of 100% of all calls, ITM Marketing tracks complaint calls and monitors quality from within. These recordings are used to verify the courtesy, accuracy and escalation procedures our marketing associates use to assist your customers and resolve their issues. Recordings are objective, and as such, they are an excellent tool to help us recognize any areas where improvement is needed. We use the recordings in the classroom for newly hired associates, continued training for our veterans, and track the calls as a “report card” in quality management meetings.