Intelling

Intelling Limited is a business processing outsource service, founded in 2012 by six industry veterans. Looking to establish itself as an industry expert and expand globally, Intelling teamed up with Mitel to power its customer experience.

“Having a telephony platform that could recognize and prioritize an inbound call over the outbound call activity has enabled us to significantly increase conversation rates and drive efficiency by having one combined campaign rather than two bespoke campaigns,” said CEO Phil Morgan. “So, from the commercial perspective – reducing costs – while from the performance perspective – increasing conversion – has had a significant improvement on the overall business profitability.”

Goals

Ability to expand globally from initial focus on UK market
Leverage monitoring & reporting tools to help everyone in the business reach their potential
Combine efficiencies & productivity with protection from ever-growing regulation and compliance
Simplified deployment to get new locations up and running quickly, so as to deliver significant competitive advantage
Owner’s desire to sleep well at night knowing that, upon waking up in the morning, the system will be working without a hitch

Results

Real-time monitoring, reporting & data identify targeted coaching needs
Efficiencies between inbound and outbound call handling
Cost savings by having one overall campaign, rather than separate inbound & outbound initiatives
Improved conversion rate has a significant positive impact on profitability

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