OUR PARTNER'S CHALLENGE
An international, Fortune 500 company in the life sciences, diagnostics and applied chemical market 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 underperformance of the team.
OUR FOCUSED APPROACH
IntelliSource developed & implemented a comprehensive and seamless on-site management solution that aligned with the customer’s people, culture and long-term business strategies. Our focused approach included 5 key factors: People, Teams, Culture, Streamlined Processes and Results.
PEOPLE
We leveraged the IntelliFit recruiting process to attract and hire the right people, ensuring alignment with the customer’s culture and requirements. The IntelliFit process 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.
TEAM
We 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.
CULTURE
Our experience & expertise improved our partner's sales training program by focusing on their brand and culture of their company, driving value, satisfaction and increased revenue. By building strong customer loyalty in today’s technology-driven marketplace and engaging customers in the critical moments of each interaction, we helped turn the contact center into a profit center.
STREAMLINED PROCESSES
We 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.
RESULTS
- INTELLISOURCE EMPLOYEES PROCESSED $10 MILLION WORTH OF BIDS FROM THE CONTACT CENTER IN THE FIRST 90 DAYS
- INTELLISOURCE SAVED THE COMPANY 1,520 HOURS OF THE FIELD SALES TEAM'S TIME THROUGH STREAMLINING PROCESSES AND IMPROVING THE NEW HIRES
- INTELLISOURCE SHIFTED REVENUE ACHIEVEMENT FROM 30% BELOW GOAL TO 19% ABOVE GOAL WITHIN THE FIRST 90 DAYS OF IMPLEMENTATION
- INTELLISOURCE WILL SAVE THE COMPANY AN ESTIMATED DOLLAR AMOUNT OF $7.6 MILLION ANNUALLY BY UTILIZING A MANAGED SERVICE MODEL, REPLACING THE TRADITIONAL DIRECT HIRE MODEL BUSINESSES USE
