In order to gain deeper insight into customers’ teleservices environment, Intelemedia has announced an upgrade to its analytical reporting services with the addition of “The Essentials” reporting package for outsourced call center management services.
Intelemedia has been working in the outsourced teleservices management business for the last 20 years. The company offers in-depth data analysis reports based on collected data from multiple call centers. Detailed data analytics reporting can be attained via an enhanced self-service portal, which customers can access online using a login and password.
This data is available in real time, allowing clients to access the data in a variety of formats, whenever they want to review it. In addition, the upgraded analytical reporting services of Intelemedia enable savvy businesses to get step-by-step analyses of data to systematically evaluate what internal and external elements affect performance. This enhanced analysis allows them to determine what is running well and what needs to be adjusted to improve performance for customers.
The company also realized that customers were dissatisfied with spoon-fed standardized data reports supplied by a call center. Today, business managers are asking for more detailed information and Intelemedia is provided it on an incremental basis resulting in delays and added cost. The addition of “The Essentials” reporting package applies a step-by-step analysis of data to systematically evaluate what internal and external elements affect performance.
David Schreck, CEO of Intelemedia, said in a statement, “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.”
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