Capabilities
Building Loyalty-Driving Experiences
You want seamless, integrated customer journeys and loyalty-driving experiences. From designing new strategies to managing daily operations, we can help you deliver those brand-defining moments. We are architects and deliverers of great experiences, empowering you to find the right nearshore “fit” through our flexible, geo-diverse delivery network.
The Ultimate Choice in Delivery Methods.
Why let geography limit you? Find the best available talent across borders.
Meet your need for adaptable shift hours, seasonal demands, licenses and certifications, languages, and more, by tapping into nearshore locations known for their value, cost-competitiveness, and reliable infrastructure.
We know the benefits of each destination and can help you customize your delivery method, so you can manage unpredictability and enhance operational performance.
Powerful Engagement, Maximum Results
No matter how your customers make contact, every channel should be optimized for customer engagement with maximum results.
Our adaptable solutions give you the option of branching out from Voice into Non-Voice channels, such as chat, email, text (SMS), and social media support. Select the channels that best meet your needs, and we can ensure that they all work together cohesively and seamlessly, while we optimize each one to ensure the utmost personalization, performance, and efficiency.
Removing Barriers to Connection
In a complex world where brands are competing for customer loyalty, consumers find comfort in the things that feel natural and make life easier.
Remove language barriers and enhance customer loyalty by offering in-language support.
We can easily source bilingual talent from our various nearshore locations – agents who can understand subtle cultural nuances for more authentic experiences that align with your diverse customers.
Interconnecting Technology & Processes
Our global operating model connects locations, people, and processes. Powered by our AI-enhanced platform, itelligence®, data-led solutions optimize recruitment, training, and agent performance.
From quality assurance to workforce management, everything is interconnected to drive consistency, efficiency and scalability.
Our model also gives you the flexibility to choose the locations, channels, and technology stack that works for you. Blending global strategy with local expertise, we help you find the right delivery “fit”.
It’s not what technology we use, but how we use it.
At itel, we don’t prescribe any one system or solution. Rather, we understand that contact center technology needs to be agile enough to integrate with clients’ existing systems, but also adaptable, to evolve with your business.
Our solutions balance human-led delivery with custom AI tools that enhance operational efficiency, cost management and flexibility. While our Data Science & Innovation team offers all the in-house tech capabilities to keep pace with new innovations and evolving trends.
Keeping Your Data Safe
Today’s evolving threat landscape demands greater security and data protection. Our dedicated Environmental Health, Safety and Security team maintains close collaboration with our IT and InfoSec team to ensure we have all the bases covered.
From cybersecurity to on-premises security, we rely on global best practices, the right technology, and the most advanced AI threat detection software to ensure we comply with regulatory requirements, such as PCI-DSS, SOC II, and HIPAA.
Access a Smart, Engaged Workforce
Find Ideal Candidates Faster
Meaningful connections only happen when agents’ passions are aligned to their roles.
Our Talent Acquisition specialists use proven behavioral assessments and specialized AI recruitment software to streamline the selection process, helping you scale faster. Our goal is to find ideal candidates that will serve as the most passionate brand ambassadors, with the right combination of skills, experience, and aptitudes to ensure outstanding service delivery.
A Loop of Continuous Learning
Our agents are continuously refining their skills and enhancing their performance. Over 95% of our workforce is always engaged in some form of active learning, and each member of our team has a targeted action plan to advance their development. This is aided by itelligence©, our suite of AI-powered tools that track and coach real-time performance, using a combination of artificial intelligence and human intervention to quickly identify and address any knowledge gaps or upskilling opportunities.
Empowering Agents with the Right Tools
AI enabled speech analytics and sentiment analysis allow our agents to gather vital voice-of-the-customer data that promotes better call resolution, superior problem-solving, and more personalized product recommendations. While our AI-assisted insights allow agents to act during the call, not after the fact, creating a form of Super Agent©, where technology augments real-time performance.
Ensuring a Safe Workplace
At itel, we are uniquely dedicated to workplace health, comfort, and safety. So much so, that we have a dedicated Environmental Health, Safety and Security (EHSS) team whose main focus is to ensure the safety and security of all our sites and to safeguard the health and wellness of our employees.
We do this through companywide health and safety procedures, facility maintenance and upgrades, and everything from arranging employee transportation to onsite nurses, health fairs and more.
Learn how we ensured workplace safety during the COVID-19 pandemic by creating industry-leading best practices.
