InTelegent Operations Management

Whether you engage us to provide customer service or inside sales, included in those services are decades of experience in the operations methodologies that make or break success. They fall into these categories:

Recruiting & Human Resource Management
InTelegy’s recruiting techniques identify candidates with the skills and aptitudes to succeed in a call center environment. We consistently attract and retain outstanding talent at both the front line and management levels.

• 7-step call center-specific recruiting process for sourcing, screening, and testing
• Documentation of job descriptions, profiles, and compensation plans
• Proactive employee retention programs and turnover management
• Payroll, benefits administration, and HR compliance
• Rewards, and recognition programs

Training & Employee Development
InTelegy provides a comprehensive customer support, inside sales, and management training curriculum that is tailored to each client. It develops the skills that translate into exceptional customer contacts.

• Extensive classroom training curriculum includes: company, product, market, systems, communications, and service or sales skills modules
• Our Training Activities Self-management Kit^TM (TASK) manages turnover training requirements and includes certification to ensure consistency across all representatives
• The Supervisor Development Series^TM (SDS) and Management Learning Forum^TM (MLF)certifies that all levels of management receive thorough training on leadership, team building, productivity management, quality monitoring, coaching, HR compliance, and more.

Measurement & Management of Key Performance Indicators (KPI) You cannot manage what you cannot measure. To achieve revenue and customer satisfaction goals, a multitude of operational metrics must be hit. We meticulously manage: Staffing levels and attendance Activity levels such as dials, contacts, and handle time Results such as sales, revenue, and average order size Service contact volumes, speed of answer, abandon rate, escalations, and staffing-to-volume forecasts Sales pipeline volume and revenue forecasts Quality monitoring scores and coaching sessions Totem ranking of employee performance Performance Improvement PlansTM (PIP)

Think of all the processes, tools, and curriculum that you don’t have to create, test, and implement! To review examples of InTelegy Operations Management methodologies, or schedule a free assessment, complete the email form to the right, or contact us at info@intelegy.com, or call us directly at 1 877 GR8-CALL.