When a premier manufacturer of specialty and standard power wheelchairs was contemplating a move from a one call center model, their biggest motivator was finding a multi-call center management solution that allowed callers to transfer from the initial live agents to client-housed sales agents to increase sales conversion rates. At that time, Intelemedia was promoting highly customizable multi-call center solutions that not only offered them the ability to do these “warm transfers”--we could dramatically enhance their call routing processes.

Intelemedia delivers scalable, turnkey multi-call center management solutions that give clients more control over call allocation. By partnering with this client to develop a call routing plan and providing data that outlined each call center’s performance, we were able to split calls between dedicated and shared agents and track the profitability of having dedicated agents manage calls. Through call volume data, our client determined how many agents should be added to support media campaigns and could predict when a media spike would occur and plan accordingly. As the liaison between our client, all call centers and the media agency, Intelemedia’s detailed reports were available to all parties so everyone could track agent performance. Best of all, these reports identified which advertisements were generating more response, and that maximized our client’s investment in media placement.

The result? Our client enjoyed a significant increase in direct response sales using our hosted solution for multi-call center management, and they are reviewing agent scripts to enhance lead generation to further increase sales conversion rates.

Intelemedia offers solutions designed to maximize call handling performance. Through our technology, tools and processes that include advanced routing, real time web-based tools and detailed reporting, clients have more control over call center management and can easily compare call center performance. Call us at 1-800-300-2150 to learn more about how our response management tools and backend analysis can increase your ROI.