Call Intelligence Inc is a consulting practice started in 1990, with offices in New York and California. Our clients are from many industries, though most are Direct Response marketers with sales, subscriber acquisition/retention, or information opt-in programs.

We help Marketing and Sales managers to better understand what happens at the Point of Sale, and Operations managers to improve the customer experience during sales and service dialogs, resulting in lower service costs and increased revenues.

We focus on caller experience, looking for ways to secure the loyalty,  and increase revenues, from new and existing customers. We use innovative methods and proprietary tools to achieve these goals.

We measure agent and process performance relative to opportunity... opportunity which takes into account a Caller’s status and reason for calling. Based on our measurements, we train Agents on a process certified to get sales, and guide them to the skillful application of the process through targeted feedback and coaching.

Theory and Practice

Most of the time, call management processes are only hypothetically linked to sales performance, with Agents unable or unwilling to apply the processes in the real world. If a process works, and an Agent is able to follow it, and skillfully apply it; then caller satisfaction peaks and revenues flow.

Often CRM data-feeds define process. CRM data-floods can overpower rather than empower agents. It is not unusual to find agents overwhelmed with the requirements of screen navigation, data discrimination, selection of qualified promotions, and deal with a caller’s concerns. They don’t have any bandwidth left to explore sales opportunities.

It's like putting rocket fuel into a economy cars. You burn out the engine, and get poor mileage to boot! More information doesn't necessarily translate into higher customer satisfaction, or better sales performance.

Call Intelligence has worked on the rollout of a number of Offer Presentment widgets. Process integrity is core to the successful integration of these cutting-edge agent tools. We find that powerful synergies emerge when these software widgets are designed and scripted to integrate with our CallSteps processes.