InTelegy designs, staffs and supports the ongoing management of inside sales and customer service call center channels for companies ranging from 4 to 100 sales or service representatives. We have extensive experience working with both new and existing channels that need to create more profitable customer relationships and incremental revenue as well as re-allocate resources for more effective, efficient and productive resource optimization.

A call center is a complex and difficult operation. It typically integrates inbound & outbound; onsite and offshore; phone, email and online customer contact. Blending these channels requires very specific expertise to manage the critical components of process engineering, personnel management, and technology automation necessary for success. InTelegy delivers that expertise backed by a breadth of resources difficult for most companies to duplicate in house. Our inside sales resources and results and customer service resources and results speak for themselves. InTelegy has built over 50 sales and service call centers for our clients over the last 8 years.

The Fast Track - We start ahead so you can finish early:

InTelegy brings quick, proven and custom infrastructure to your business. In 4-8 weeks InTelegy can build an inside sales and/or customer service call center on your facility, with your people. InTelegy utilizes a turnkey set of methodologies that have been developed from over 20+ years of expertise in the call center business and combines that methodology with the targeted expertise in B-B inside sales and customer service. The result is efficient, effective and customized InTelegy processes that meet your companies unique needs and vertical marketplace requirements. Sample InTelegy Methodology includes:

Inside Sales Create, Profitable Predictable, Measurable and Scalable Revenue Streams Customer Service Forging Profitable Customer Relationships Strategy Strategy Increase Leads & lead conversion to sales Build / Consolidate new Call Center operations: People, Process and Technology Enhance Enterprise Sales: Field and Phone territory management Create Service Efficiency & Responsiveness Leverage Channel Sales: increase awareness of customers, build and train channel partners Increase personnel productivity Maximize Existing Account Relationship Management - build recurring revenue streams Increase service levels Add revenue streams through expert Maintenance Contract and aftermarket Sales Assess Current Organization Structure and future Requirements Prepare and accurately forecast contact volumes (e mail and call) Turn your cost center into a profit center Implement pro active revenue generation Allocate customer contact to the least cost channels; onsite, electronic or offshore Sales Infrastructure: Service Infrastructure: Efficient and effective sales force automation: Customize existing or design tools to track and manage sales process Implement campaign analytics and Customer Relationship Management (CRM) tools to integrate sales and marketing activities Implement or increase utilization of Call center technology: ACD;VRU, knowledge management, call and email tracking Sales Cycle and Sales Stage Analysis : Documentation and business rules Operations Manual development: contact process, call guides, email templates, Day in the Life of, reporting, escalation processes Sales Support materials: contact process, call guides, web demos, email templates, ideal customer profiles, pain matrix, lead handoff processes Frequently Asked Questions (FAQ) and Knowledge Management Processes Business rules and deployment strategies for field, phone and account management channels Performance Metrics: Key Performance indicators (KPI) Quotas and compensation structure Quality Assurance and Monitoring Procedures Performance Metrics : Key Performance indicators (KPI) Contact volumes (email and call) prepared and accurately forecasted Reporting & Analysis Reporting & Analysis: Produce individual sales reporting and management dashboards using sales force automation tools Manage and measure the right variables for customer satisfaction, increased capacity and reduce expense Produce Accurate Pipelines and Forecasts Design and Validate ACD reports Provide weekly pipeline analysis and actions required to meet and exceed targets Agent, Application, Trunk, VRU and Skill set performance Quarterly analysis of revenue, customer, productivity and marketing results and recommendations for improvements Weekly analysis and recommendations on, productivity and processes based on report analysis Personnel Personnel Hiring profiles, job descriptions Hiring profiles and job descriptions Sourcing and interviewing candidates Sourcing and interviewing candidates Compensation analysis and plan Compensation analysis and plan Performance Improvement Plans Performance Improvement Plans Coaching and Counseling best practices Coaching and Counseling best practices Motivation and Sales Incentive Contests Motivation and Productivity Contests Interim management: on and offsite management of inside sales personnel Interim management: on and offsite coaching of management personnel Training Training New hire training coordination New hire training coordination Sales Skills training Service Skills training Sales process training Service process training Sales meeting skill development InTelebytes ; 15-30 minute Ongoing skill development web modules InTelebytes ; 15-30 minute Ongoing skill development web modules

The InTelegy Difference - Transfer of Knowledge
Great infrastructure is not enough. The InTelegy difference comes with the consistent implementation and Ongoing Operations Management Support from our consultants to insure that your personnel obtain the knowledge and expertise required to effectively and consistently implement the processes put in place. Daily, weekly, monthly and quarterly attention is given to your business. We transfer InTelegy knowledge and expertise to your people through ongoing operations management support. We focus on the effective use and implementation of our best practices sales and service methodology that drive real results.

In addition to creating internal operations that drive real competitive advantage for our clients we also recognize that not all customer contact can and should be managed by the same level of resources required to handle the complex customer contact. InTelegy will assist you to deliver both High quality and Low cost of customer contact through the appropriate blending of onsite and offshore resources. The Offshore Advantage can be very powerful when deployed appropriately and with the same care that you give to your internal operations.

Create Your Competitive Advantage
We create real competitive advantage for our clients. This has made InTelegy one of the fastest growing private companies in northern California according to the San Francisco Business Times.

We invite you to learn more about our approach to Inside Sales and Customer Service and the outstanding Operations Management methodologies we apply to both. To explore our services in greater detail or schedule a business assessment, complete the email form or call us at 1 877 GR8-CALL.