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IntelliTarget uses the business saying
that “what gets measured gets done.” We
measure our complaint resolution by the
percentage of complaints resolved.
At IntelliTarget, 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
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,
have total satisfaction in every service
we offer.
Digital Recordings
From the moment every single call
comes into our contact center and is
received by one of our marketing
associates, the call is digitally
recorded and stored for any potential
need. These recordings are used to
verify the courtesy, accuracy and
escalation procedures our marketing
associates use to assist your customers
and resolve their issues.
With the digital recording of 100% of
all calls, IntelliTarget tracks
complaint calls and monitors quality
from within. Recordings are objective.
They are an excellent tool that
demonstrates our achievements in
customer service, and recognizes 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.
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
IntelliTarget, 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 is
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.
Inbound Case Studies...
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