PLANO, Texas--(BUSINESS WIRE)--After extensive testing, Intelemedia was recently selected as the teleservices call management vendor for Sensa, the highly popular diet product developed and offered by Sensa Products, LLC. The company needed the specialized multi-call center platform which incorporates routing, reporting, call management services and hosted scripting under one uniform environment. Intelemedia’s Leader’s Choice program was the perfect solution for the challenges Sensa Products was facing.
“We tested a variety of teleservices routing systems and found Intelemedia to be the clear solution for us,” stated Shannon Nowell, Offline Marketing Analyst and Telecom Operations. “They addressed and solved our challenges. Their combination of industry expertise, in-depth reporting, scripting and intelligent call routing encompasses the components we needed to further enhance our teleservices environment. Their reporting is accurate, their service excellent and their system quantifiably increases results.”
Intelemedia CEO David Schreck added, “Our goal for Sensa, as with most of our clients, was to simplify the operational aspects managing their teleservices environment and deliver improved financial performance. We are very pleased to accomplish this for Sensa.”
Challenge #1: While utilizing multiple call centers has real advantages, it also presents challenges. One challenge is managing and reviewing reports from multiple call centers; reports do not line up; call center data varies from center to center. Typically, the client spends a lot of time auditing and correcting reports in order to compare the results of all the call centers. Intelemedia established uniform reporting across all call centers saving the client significant time. In addition, they created a call center scorecard allowing both the client and the call centers to compare their results accurately between call centers.
Challenge #2: The second major challenge when using multiple call centers is various scripting platforms used by each call center. In a fast-moving consumer marketplace, companies like Sensa Products need to make changes to the scripting based on customer feedback and sales results. With multiple call centers, changing the script becomes a time-intensive process, with each call center implementing the script changes on their own system. Intelemedia established a hosted scripting environment that put all the call centers on one uniform script. Then the Sensa team was able to make script changes quickly and distribute to all centers simultaneously, responding to market feedback and impacting sales.
Finally, Intelemedia implemented the Leader’s Choice program with additional services including a network of call centers that commit to providing top agents who make Sensa calls their priority. In real-time, Intelemedia intelligently routes calls to best performing available agents in various call centers and manages the call centers in partnership with the Sensa team providing:
- One set of reports for all the call centers
- One invoice encompassing all teleservices costs
- Management of forecasting and teleservices staffing
Intelemedia improved sales conversion as well as improving accuracy of reporting. David Schreck continued, “We are excited with the results of our Leader’s Choice program for Sensa. The extension of Leader’s Choice along with our technology platform adds increased value to our customers. We are pleased with the call centers partners who have joined our Leader’s Choice program and their commitment to apply their top agents to our Leader’s Choice clients.”
Intelemedia’s Leader’s Choice program is a new breed of call center services that combines an industry-leading technology platform uniting top performing agents from multiple call center companies to improve sales conversion rates, enhanced customer experience and profitability. Leader’s Choice provides outsourced call center services to meet critical customer needs of increased sales results and enhanced customer experience. Along with the best multi-call center routing in the industry, Leader’s Choice offers a suite of profit-centric tools to boost revenue generated by the call center. Prospect Rescue, HomeQ, SalesPortal, IntelAlerts and uniform scripting are just a few. Intelemedia’s enhanced call routing sends calls to available agents, reducing wait times and call abandonment. In addition, Intelemedia’s deep dive reporting and analytics identify multiple variables that provide actionable steps clients can take to enhance their teleservices and, ultimately, their sales results. Multiple call centers are combined under one contract and one platform allowing clients to use the best of the best agents in each center.
About Intelemedia
Intelemedia improves sales results and enhances customer experience for clients by offering a new breed of call center services that combines an industry-leading technology platform uniting top performing agents from multiple call center companies. One contract, one platform, one invoice makes it easy for companies who want actionable reporting and analytics, and only the best-of-breed agents on their programs. Since 1993, Intelemedia has developed elegant telephony and database solutions for the call center industry that transform how organizations more effectively manage call handling and caller experience within their customer service and sales acquisition environments. Intelemedia is privately held and located in Plano, Texas. For more information, visit www.intelemedia.com.
About Sensa Products LLC
Sensa Products, LLC produces weight-loss products. It offers SENSA, a weight loss system that is sprinkled on food to help eat less and feel full faster. The company’s SENSA releases hormones that tell the body the time to stop eating. In addition, it offers nutritional supplements, drinks and snacks, and vitamin drinks. The company provides its products through retail stores in the United States. Sensa Products, LLC was founded in 2008 and is based in El Segundo, California. For more information, visit www.trysensa.com.
For more information, contact Donna Hegdahl (972)717-3500 x222 via e-mail at donna@transsynergy.com.
