Industries We Service

 


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.

Trades/Periodicals


ITM Marketing specializes in the trade publication industry. As a member of the BPA, we have provided the highest level of quality, accuracy and innovation in acquiring and verifying publication subscriptions.

Online Reporting
With ITM Marketing’s real-time, online reporting tool, circulation managers can view the results of their campaigns in real-time. Clients have up-to-the-minute information with all call statistics at their fingertips.

Opted-in E-mail Address Acquisition Program
Using our proprietary process, ITM Marketing has increased the valued, opted-in e-mail addresses by over 35% for many of our clients.

Voice Messaging Service for Drive-to-Web or Phone Subscriptions
Voice messages are deployed to those potential and renewing subscribers, inviting them to go directly to our clients’ Web sites to renew their subscriptions when they cannot be reached by phone as a value-added service. Additionally, we will provide a toll-free number at no charge for subscribers to call-in to renew their subscriptions.

100% Digital Recording of All Calls
ITM Marketing is in full compliance with BPA’s 2008 rule changes requiring digital recordings of calls. Calls are used for quality assurance and training purposes for newly-hired marketing associates.

Quality Monitoring for Compliance and Service Improvements
Supervisors record, score, and track all calls 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 and utilize associate scoring questionnaires to simplify the quality assessment process. In addition, clients are encouraged to monitor their programs at any given time, for all calls and screen activity.

Fundraising


Over the last 20 years, we have found that outbound telefundraising is an effective way to recruit new donors and members and generate revenue. At ITM Marketing, we adopt the highest standards and industry best practices when employing telefundraising techniques. We meticulously follow all the necessary steps when implementing a program: data analysis, data enhancement, developing a powerful message and mid and post-program response analysis. We also use an array of the most effective mail techniques and email technologies to maximize gift collection. We strive to speak to your donors and members on a personal level and are attentive to their questions and concerns. Our Donor Service Representatives are chosen for their maturity, friendliness and persuasiveness. We train and monitor our representatives hourly to ensure quality and effectiveness. We also offer low cost, effective pre-recorded message delivery to boost direct mail efforts, promote events and more.

In support of your fundraising initiatives and events, we provide a professional and friendly inbound service that sensitively combines maximum pledge and payment persuasion with accurate processing, reporting and 24-hour mail and e-fulfillment for phone or website inquiries.

ITM Marketing offers the full spectrum of processing and data management services to support your fundraising requirements including:

  • Membership database management, cleansing and tracking
  • Data enhancement, processing and warehousing
  • Custom reporting
  • Membership base audits

ITM Marketing provides a complete range of pledge collection services utilizing electronic payments, mail production and e-fulfillment solutions. Our fulfillment team creates, prints and mails thousands of letters, volunteer kits and more each week. When required by our clients, caging services are provided to open, data enter and deposit responses to fundraising initiatives.

To provide our clients with access to a comprehensive suite of services, ITM Marketing partners with other respected companies who provide additional services for our clients through ITM Marketing including direct mail, list brokerage services, internet usage and more.

Political


ITM Marketing has years of experience with political fundraising and polling as well as get out the vote and coordination calls. We've worked with PACs and Super PACs as well as directly with campaigns for a wide variety of outbound political calling. Our strict requirements, close monitoring and rigorous quality control proccesses ensure accurate data collected for polling. As with general fundraising, our Donor Service Representatives are chosen for their maturity, friendliness and persuasiveness. This helps to maximize donations as well as to help with return percentages.

In addition to outbound options; we also handle Inbound Calls for direct mail, direct TV advertisements and more.

As with general fundraising, we offer a full spectrum of processing and data management services to support political fundraising requirements including:

ITM Marketing offers the full spectrum of processing and data management services to support your fundraising requirements including:

  • Membership database management, cleansing and tracking
  • Data enhancement, processing and warehousing
  • Custom reporting
  • Membership base audits

ITM Marketing provides a complete range of pledge collection services utilizing electronic payments, mail production and e-fulfillment solutions. Our fulfillment team creates, prints and mails thousands of letters, volunteer kits and more each week. When required by our clients, caging services are provided to open, data enter and deposit responses to fundraising initiatives.

Others


ITM Marketing is in a unique position to adjust our center to provide service for any outbound or inbound program. In addition to telephone services, we are also able to provide chat and email services for our clients. Our unique ability to scale based on business needs allows us to quickly adjust to the needs of our clients. Our scalability and flexibility allows us to nimbly adjust to your needs instead of you adjusting to our requirements. We can meet nearly any business requirement you have so if you need something you don't see here, feel free to ask!

If you don't see something here, please feel free to ask us! We're here to help and serve you.
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