Insights

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Telecom Achieves Higher CSAT by Focusing on First-Call Resolution

For years, our repair teams have reliably supported a major U.S. Telecom. Learn how we boosted CSAT by decreasing call transfers and Tier 2 ticket ref...

itel’s Collections Teams Use Compassionate Approach to Exceed Recovery Targets by 110 Percent

An experienced collections team will not only recover debt, but preserve customer relationships. Learn how our compassionate approach led us to exceed...

itelligence® Uses AI to Harness the Power of Contact Center Data

Learn how itel's itelligence® is using advanced AI to provide clients with superior customized analytics that enhance efficiency, performance, and cu...

Helping Travel and Retail Brands Scale Successfully During Seasonal Peaks

Find out how itel successfully navigated peak seasons for two different clients, exceeding staffing, quality and KPI targets...

New Automation Boosts HR Efficiency by 45 Percent, Proving the Exciting Possibilities of itel’s DSI Team

Learn how itel's DSI team used automation to boost administrative efficiency by 45% and reduce error rates by 80%, allowing HR staff to focus more on ...

itel’s Focus on the Employee Experience Leads to Lower Attrition, Better Performance, and Skills Retention

Learn how our focus on EX has resulted in attrition rates that remain lower than the industry average, with an agent tenure 30% higher...

Women’s Healthcare Service Provider Achieves 94% CSAT and Quarter Million in Daily Sales Thanks to itel’s High Touch Approach

Niche healthcare segments often require bespoke customer support. Learn how itel’s high touch approach to patient care resulted in a 94% CSAT and a ...

itel’s Exceptional Client Experience Leads to 100% Onboarding Client Satisfaction Rate

The onboarding phase is a pivotal moment in any client-outsourcer relationship. Learn how itel's thorough process has led to a 100% client satisfactio...

itel’s Customized Approach to Learning and Interactive Workshops Leads to a 9-Point Increase in Agent Quality Scores

Learn how we implemented new coaching workshops that led to a 9-point increase in agents' Quality Assurance scores within a matter of weeks.

Leveraging the Latest CX Technology to Build High Performing Teams

Learn how we streamlined all performance management tools into one interface with iFOMS, leading to a 5-point increase in Quality Scores in only 8 mon...

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