Intelemedia provides one centralized dashboard for all your key reports and analytical tools — tools that incorporate all aspects of your business. Beyond the basic reporting of how a campaign is performing, we provide data about which media placements are delivering the most optimal leads, where "human touchpoints" are improving the customer journey, and what is driving the optimal cost per call and MER. More importantly, we can tell you what is happening behind these metrics. Whether the demand engine is digital, TV, radio, OOH or something else, you are able to generate custom reports to meet your requirements. You can then marry this data with the call center and agent performance metrics we provide in order to zero in on the operational drivers of campaign success.
Voice marketing analytics
Marketing and Sales need more than data — they need in-depth insight that is clearly understandable, quickly digestible, and available in real-time. This insight must consist of every possible factor that could affect results. Intelemedia’s reporting and analytics are built on this premise. We go beyond the traditional media, lead generation, and call center reporting, and instead serve up a series of predictive, historical and real-time metrics that illustrate what is driving successful KPIs. Teams can then quickly identify the real root causes of challenges and opportunities and take immediate actions. Whether you are the Marketing team looking to understand what demand engines and channels are performing best, the Teleservices team looking to gauge Sales performance, or the Executive looking to link all the data together, we provide the insights and specific data to unify all business functions with common data and decision-making tools.
Scoreboards and scorecards
How much time do you spend creating performance reports, analyzing them and determining a center's performance? In an advanced call center environment, we eliminate many of these activities through our automated scoreboards and scorecards. Our clients select key metrics and build customized performance scoreboards and scorecards. Each day, each week, each month, we automatically provide the centers and the client’s management team with actual performance against stated goals and compared to their peer call centers. Our clients spend their time discussing facts with their centers rather than verifying accuracy of data and putting together reports.
Centralized multi-call center reporting
One of the difficulties managing multiple virtual call centers is uniform and consistent reporting. We solve this with our “gold standard” reporting package. All teleservice metrics are measured exactly the same way across all advanced call centers. We apply a 360 audit each day to verify reporting accuracy across all call centers. Finally, we store and present all data from one centralized repository. Uniform data definitions, 360 audit, and centralized reporting define our gold standard reporting.
Forensic data analysis
We apply a step-by-step analysis of your data to systematically evaluate what internal and external elements affect your performance. We determine what is running well and what needs to be adjusted. This provides a foundation to identify and then improve performance for our customers.
For every call, we provide an audit trail from the moment the call hits our switch, to the final disposition of the call at each outsourced call center giving you complete confidence that all calls are reported, and reported accurately.
Contact us today for a free quote
Intelemedia has managed advanced call centers for more than two decades. Our proven tools are used by some of the biggest names in the industry. Whether you continue with your existing call centers, combine your call centers with ours, or use our call centers exclusively, our data insight can boost your revenue.