InTelegent Customer Support: Onsite, Offsite and Offshore
Forging Profitable Customer Relationships

Whether it’s before, during, or after the sale, Customers expect fast, accurate, convenient access to solutions. In many cases, the Customer Service department is the most important point of contact for the Customer and a key provider of customer satisfaction. At inTelegy we understand the importance of this customer contact and the opportunity for providing a positive, long lasting impression.

Offerings

The following core service offerings are available and can be customized to meet your specific needs.

• General Inquiries / Customer Service
• Account Activation
• Balance Inquiry
• Balance Transfer & Payoff
• Terms & Conditions
• New Account Setup
• Pre Sales
• Welcome Calls
• Customer Relations
• Service Scheduling
• Order Confirmation & Verification
• Order Management & Processing
• Issue Resolution
• Cross Selling
• Up Selling
• Loyalty Programs
• Affinity Programs
• Dealer Locator

Customer support should be a point of real competitive advantage that improves the bottom line. Customer support must be high quality and low cost. Easily said... not so easily done. InTelegy has built a Customer Support Practice dedicated to making it happen. It follows a three-step approach:



Create Service Cost Efficiency & Responsiveness
Following completion of a strategic review of your short and long-term requirements, InTelegy creates a responsive, scaleable operations infrastructure.

• Analyze customer base and marketing plan to estimate contact volumes and personnel requirements
• Create and implement a staffing & scheduling plan
• Design contact flows, call guides, FAQ’s, escalation processes, email response templates and standardise across channels
• Create production standards, goals, and key performance indicators (KPI)
• Install Operations Manager & effective front line supervision
• Determine Onsite, Offsite and Offshore allocation of contact management
• Conduct comprehensive customer service skills training
• Engage and manage resources in the most cost effective and efficient manner

Implement Proactive Revenue Generation
Take the savings created by efficiency gains and expand onsite operations to incorporate revenue generation.

• Identify and implement proactive support and sales processes to anticipate customer needs, add value, create incremental revenue through existing customer contact
• Expand training to include cross-selling and up-selling skills
• Adjust call center structure, recruiting profile, and compensation to incent productivity and/or sales
• Assign Customer Relationship Managers to proactively manage "priority" customers

Evolve Customer Support into World Class Profit Center
Customer contacts become highly personalized with in-depth knowledge of buying history and preferences to proactively offer appropriate products, anticipate needs, and increase lifetime value.

• Deploy fully integrated, multi-channel customer service options of web FAQs, email, chat, and phone
• Enhance technology to provide more robust, fully automated customer information management
• Expand training to include relationship management skills
• Create performance-based rep compensation; implement career pathing
• Provide in depth visibility to end-to-end customer life cycle and status

The result is you achieve what many strive for: increased customer satisfaction and profitability. InTelegy can implement a new customer support operation or turn around an existing center in as little as 8 weeks.

To explore our services in greater detail or schedule a free assessment, complete the email form to the right, or contact us at vdutto@intelegy.com, or call us directly at 1 877 GR8-CALL.