PLANO, Texas--(BUSINESS WIRE)--Intelemedia announces an upgrade to their analytical reporting services with the addition of “The Essentials” reporting package for outsourced call center management services. Detailed data analytics reporting is now available via an enhanced self-service portal which customers can access online using a login and password. The data is available real time, allowing clients access to the data in formats and views important to them, when they want to review it.
“Based on years of consulting with our clients, we have designed a set of unique and insightful data views that have proven to be the 'go to' analytics for our customers time and time again. Adding this to an already established online self-serve reporting environment is the next step in the advanced customer service we provide to our direct marketing and customer service clients,” touted David Schreck, CEO of Intelemedia. “We understand that clients use our data to make real life decisions about teleservices staffing, media buys, customer experience, sales projections and more. The more detailed data we provide, the more actionable it becomes to our clients’ decision-making. We have witnessed the success hands-on clients can achieve when actionable and insightful data is immediately available at their fingertips. They utilize this data to quickly identify trends and performance enablers. More importantly, they can determine what specific actions will enhance results.”
For the past 20 years, Intelemedia has been in the outsourced teleservices management business. They identified an opportunity to provide in-depth data analysis including combining data from multiple call centers into one easy-to-compare report. They realized that customers were dissatisfied with spoon-fed standardized data reports supplied by a call center that provided a rolled-up overview of all the data. Savvy business managers were asking for more detailed information and were provided it on an incremental basis resulting in delays and added cost. The leading-edge technology developed by Intelemedia applies a step-by-step analysis of data to systematically evaluate what internal and external elements affect performance. They determine what is running well and what needs to be adjusted to improve performance for customers.
Years of working with customers to analyze the barriers and inhibitors to performance in internal and external call centers resulted in standardized reports regularly sent to Intelemedia’s customers. In addition, reviews with account reps uncovered opportunities to maximize performance by adjusting staffing, routing more calls to the top performing agents and finding other actionable data points.
Today, all the years of experience analyzing call center data come together in an enhanced portal available to customers on a self-serve basis. Customers can pull data any time they want, requesting any combination of data they need. The ad hoc reports can be saved and include the data important to the customers.
“We’ve worked with Intelemedia’s outsourced call center management services for the past three years. Their data and reporting has been instrumental to our ability to manage and improve our teleservices performance. Recently we tested 'The Essentials' package and instantly realized the additional value this can bring to us. Based on the data we receive from the analytics, we can further improve our performance and management on any campaign. We look forward to creating ad hoc reports in real time and finding additional ways to improve our sales conversions,” stated Roman Trunin, co-founder and CEO of Lunada Biomedical, a long time Intelemedia client.
Intelemedia improves sales results and enhances customer experience for clients by offering a new breed of call center services that combines an industry-leading technology platform uniting top performing agents from multiple call center companies. One contract, one platform, one invoice makes it easy for companies who want actionable reporting and analytics, and only the best-of-breed agents on their programs. Since 1993, Intelemedia has developed elegant telephony and database solutions for the call center industry that transform how organizations more effectively manage call handling and caller experience within their customer service and sales acquisition environments. Intelemedia is privately held and located in Plano, Texas. For more information, go to www.intelemedia.com.