OUR PARTNER'S CHALLENGE
An international, Fortune 500 company in the life sciences, diagnostics and applied chemical market had struggled with high attrition, quality candidate attraction and an unskilled workforce within a division’s internal call center. In addition, the augmented portion of their internal sales team lacked the interpersonal communication skills required to build long-term customer relationships. An off-site, third party management team was attributed to the under performance of the team.
OUR FOCUSED APPROACH
IntelliSource implemented a comprehensive and seamless on-site management solution that aligned with the customer’s culture and long-term business strategies.
Leveraging our experience in workforce resourcing, IntelliSource attracted and hired the right people, ensuring alignment with the customer’s culture and requirements. The strong group of candidates hired enabled the division to reinstate their focus on revenue achievement and level-set their workforce to create a more positive employee experience while decreasing attrition and improving the overall customer experience.
Improved the sales training program by focusing on the brand and culture of the company, driving value, satisfaction and increased revenue. Building strong customer loyalty in today’s technology-driven marketplace means engaging customers in the critical moments of each interaction, turning the contact center into a profit center.
Established an on-site management team and seamless integration of dedicated resources including account management, teams and executive sponsorship ensuring consistency, accountability, optimal service performance and operational efficiencies across the contact center.
Augmented the company’s existing internal sales team, scaling operations through a proven data-driven approach where each sales path is predefined from identification to qualification, nurturing to up-selling or cross-selling and then funneled to the appropriate channel for closing.