InTelegent Customer Service: Forging Profitable Customer Relationships

Whether it is creating a new Customer Service center, or re-energizing your existing operation, InTelegy's expertise is guaranteed to help you succeed. Customer service should be a point of real competitive advantage; in many cases the Customer Service department is the most important point of contact for the customer and a key provider of customer satisfaction. Customer service must also be high quality and low cost. Easily said... not so easily done.

At InTelegy we understand the importance of this customer contact and the opportunity for providing a positive, long lasting impression. InTelegy has built a Customer Service Practice dedicated to making it happen. To bring your customer service center to world class, InTelegy will support you by designing an efficient and responsive infrastructure, ensuring proactive contact management and providing ongoing optimized performance.

People

The right people trained with the right skills are the key component to the success of a customer service call center. The InTelegy Customer Service practice can support you with recruiting and training services that have delivered over 1,000 employees to date into call centers.

	Develop hiring profiles, job descriptions, sourcing plans and interviewing strategies to staff the customer service center with qualified employees.
	Design compensation and motivation programs to ensure a productive team.
	Deliver customer service management training focusing on the keys to success: representative productivity, process adherence and ongoing performance optimization.
	Document, coordinate and deliver customer service agent training to include: company, product, process and customer service skills training.

Process

Efficient and responsive customer service operations are dependant on proactive support methodologies. The InTelegy Customer Service practice consists of proven tools to build these processes without the learning curve usually incurred. Our team of experts will build or reenergize your customer service operation in 4-8 weeks. InTelegy will:

	Analyze customer base and marketing plans to estimate contact volumes and personnel requirements.
	Implement a scheduling and forecasting process to support projections with accurate staffing plans.
	Define the desired customer experience and design all supporting processes to ensure delivery of that experience every time.
	Design a self-service process to determine where and how to provide self-help options via web FAQ's and telephone IVR.
	Implement a knowledge base & FAQ processes for accurate and immediate access to support customer questions or service processes.
	Document contact flows and call guides to ensure consistent opening, response, trouble shooting and close for all customer contact.
	Develop escalation processes to address, process, track and ensure timely closure on unresolved customer inquiries.
	Design sales conversion, up-sell/cross-sell processes to identify sales opportunities within service contacts.
	Design an electronic communication process including email protocols templates, chat response templates and business rules for email and chat handling.
	Create standards, goals, and key performance indicators (KPI).
	Develop an Operations Manual that encompasses all process documentation and is used on a daily basis by management staff.

Technology

Today's customer service call center is ultimately defined by the technology and supporting infrastructure. InTelegy's team consists of experts in facilities, telephony, CRM, reporting, knowledgebase technology and customer warehousing methodologies. The InTelegy team will:

	Design or redesign the call center facility, specifying workspace functionality and requirements and incorporate operational needs into the design of a facility that will support the desired customer experience.
	Develop a comprehensive telephony plan that may include IVR or CTI capabilities, design RFP documents, facilitate vendor selection and manage implementation of telephony through completion.
	Identify and specify requirements for CRM or customize current systems for accurate screen layouts, database structure and data accessibility that supports the customer service processes.
	Identify all required reports to support proactive management of call volumes, trunk availability, overflow issues and customer service representative key performance indicators.
	Identify and manage implementation of knowledgebase technology to support self-help and agent desktop access to real time information ensuring the best customer service experience.
	Develop data warehousing strategies to support proactive customer contact, re-forecasting, sales conversion, and quantifying the impact of service on the organization and business goals.

Proactive Contact Management

Providing cost-effective, yet high quality, customer service is the goal of every organization. Live contact with your most expensive resource is not always what you customer's want or need. Often what they want most are answers now. Developing practices around proactive contact management that utilizes multiple channels to deliver service is essential. InTelegy's Customer Service Practice can support you in identifying different channels for delivery of your service. InTelegy will:

	Develop a plan to segment customers needs and support those needs through the lowest cost channel.
	Organize highest skilled employees to handle most complex issues while utilizing, email, web or other low cost channels to handle routine service requirements.
	Develop partnerships with offshore outsourcing channels to handle routine service if beneficial to overall cost effectiveness of the customer service call center.

Optimized Performance -
Ongoing Operations Management Support

No matter how good the planning and how thorough the development; a strategy is only as successful as the implementation and on-going management. That's why InTelegy isn't a traditional customer service consulting company- we are there in the end, ensuring success on all initiatives, helping your management team progress to being world-class service center managers, celebrating as you achieve your goals. InTelegy will:

	Transfer of Knowledge - work side by side with your customer service management team to assist in preparing and analyzing the call center reports, analyzing the data and coaching the representatives on using the processes effectively.
	Skill Reinforcement - skill building and re-enforcement mini training modules, InTelebytes, can be stand alone training or integrated in the weekly staff meeting as the skill building portion of your meeting agenda.
	Quality Assurance - monitoring and documentation is reviewed and feedback is provided to the management team on process, coaching and utilization of tools. Representative calls are monitored by InTelegy consultants and a calibration of monitoring scores and feedback is conducted to improve management skills.
	Scheduling and adherence - staffing to call volume and operating hours, attendance and absentee management ensuring achievement of service level projections.
	Performance Improvement Plans - setting performance expectations and ranking reps by results; creating performance improvement plans when necessary to ensure low performers get back on track or are moved out.
	Motivation contest management and tracking – incentive ideas, creation and/or coordination of regular motivation contests or games will assist in maintaining a high level of motivation and focus daily and weekly productivity targets.
	Vendor management - If outsourcing is right for you, InTelegy will manage your outsourcing vendors to ensure process adherence, trained and certified employees on the outsourced site and ongoing quality assurance practices that meet your requirements.

It is our goal at InTelegy to forge a hands-on partnership with our clients to develop proactive, world-class customer service. InTelegy can implement a customer service operation or reenergize an existing center in as little as 4-8 weeks.

To explore our services in greater detail or to schedule a free assessment, complete the email form or call us at 1 877 GR8-CALL.