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.
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.
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.
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.
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.