Skip to content
Insights

Proven results and expertise at your fingertips.

 

Receive the latest itel news and CX industry insights, straight to your inbox, every month.

Subscribe To Our Newsletter
All
Case Studies
Stories

itel’s IVR Enhancement Cut Call Volumes 50 Percent for a Leading Energy Provider 

Learn how we empowered energy customers to self-serve through new IVR enhancements that reduced call volumes by 50%...

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.