Intelenet offers contact centre management services via multiple touch points, including telephone, email, web and standard mail. In addition to the expected savings from the offshore labour arbitrage, Intelenet has generated significant revenues for clients through sales and collections processes and incrementally reduced costs through programme enhancements (process, technology, etc.).

Focus on Efficiency and Effectiveness

Our efficiency focus for contact centre services has long been on compliance with quality service levels. Our effectiveness focus has been on the number of sales or orders per hour, first call resolutions and customer satisfaction. In addition, we have conducted extensive training sessions for our customer care personnel on U.S. and U.K. specific accent neutralisation and culture sensitisation. Intelenet also achieved 99.99% uptime in connectivity, which is critical to voice processes. Examples of our efficiency and effectiveness include:

	Intelenet exceeded a $13-million (USD) plan by a worldwide credit card issuer by $1-million by up-selling related services to existing cardholders.
	Intelenet improved the customer service rating, as measured by an independent survey, for a leading U.S. mobile voice and data communications provider.

Our contact centre management services encompass:

Inbound
	Customer Service
	Sales
	Technical Support

Outbound
	Sales
	Collections
	Surveys

E-Services
	Email
	Live Chat
	Click to Call