24-7 Intouch Contact Centers | Rethink

Outsourcing | Award winning call center

services including order taking and customer
service solutions
Award winning call center services including order taking
and customer service solutions
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Overview

Solutions
o Sales & Customer Acquisition
o Customer Care & Retention
o Live Chat Managed Labor
o Social Media Management
o Email Response
o Direct Response
o Technical Support
o Agent Assist Sales & Service

Delivery
o Recruitment & Retention
o Training & Development
o Account Management
o Quality Assurance

o Workforce Management
o Business Continuity
o Enterprise Reporting
o Multilingual Support
o Customer Feedback
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Enhance professionalism and increase customer satisfaction with our flexible and affordable
communication solutions catered to your large business.

Solutions

Features

Features of our Dedicated division include:

Dedicated telesales and/or customer care agents with customized training on your
account

Services offered in 3 languages (English, French & Spanish)

Qualified Operations Team with extensive experience in dedicated contact center

management

Direct access to a team of Service Delivery Managers who will tactfully handle every
account need

Daily performance tracking and agent productivity report

Real-time monitoring of agent activity to identify training and other quality assurance
needs

Enterprise reporting access to monitor call center performance on demand

Daily back-up of all client data as part of a comprehensive disaster recovery plan

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Articles
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Delivery

Learn more about how we deliver our Dedicated Solutions

Recruitment & Retention
Training & Development
Account Management
Quality Assurance
Enterprise Reporting
Multilingual Support
24-7 Intouchs Dedicated Solutions division offers robust and flexible call and contact center
solutions that assist in meeting your overall business goals. Building a true partnership, we align
our culture with yours to ensure a true representation of your brand, offering our core
competencies and specialization as part of your plans and strategies.
Our complete contact center delivers award-winning quality, and understanding the demands of
todays evolving customer, our multichannel approach addresses both long and short term plans
to increase incremental revenues and deliver lifetime customer loyalty.
24-7 Intouch has proven experience and success in meeting the outsourcing objectives of Fortune
1000 corporations in various industries such as retail, automotive, e-commerce and
manufacturing. Whether your outsourcing goal is to retain customers, increase revenue, generate

sales, reduce service costs, or break into new markets, we have a solution that can help manage
each step of your customer life cycle.
Award winning call center services including order taking and customer service solutions
Resources | Partners | Request Quote | Privacy Policy | Site Map
2014 24-7 Intouch call center provider. All rights reserved.
<img height="1" width="1" border="0" alt=""
src="http://googleads.g.doubleclick.net/pagead/viewthroughconversion/993194123/?
frame=0&random=1431934841067&cv=7&fst=1431934841067&num=1&fmt=1&guid=ON&u
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24-7 Intouch Contact Centers | Rethink Outsourcing | Award winning call center
services including order taking and customer service solutions

Award winning call center services including order taking and customer service
solutions
CONTACT | FOLLOW US

Home

Dedicated
o
o

Shared
o
o

Experience
o
o
o

Resources
o
o

o
o
o

Company
o
o
o
o
o
o
o
o

Careers
o
o
o

o
o
o

Leadership Team_TEST

Adwords - Social Customer Care

Adwords - Customer Service Solutions

JU_Adwords_LandingPage

JU_LandingPage

Overview

Solutions

Sales & Customer Acquisition

Customer Care & Retention

Live Chat Managed Labor

Social Media Management

Email Response

Direct Response

Technical Support

Agent Assist Sales & Service

Delivery
o

Recruitment & Retention

Training & Development

Account Management

Quality Assurance

Workforce Management

Business Continuity

Enterprise Reporting

Multilingual Support

Customer Feedback

In todays competitive markets, industry leaders must be aggressive in acquiring new customers
to maintain and expand current market share; lead generation campaigns can be costly, although
their value is paramount. Partnering with a well managed, sales-focused, customer contact center
is a strategic and efficient tool for your customer acquisition strategy to persuade the buyer and
increase sales.

Our Solution

How We Achieve Results

Enhance Your Sales

Our Solution

24-7 Intouch has the expertise to design, build, and run customer acquisition and sales solutions
that will enable you to meet and exceed your revenue goals. We will devise a customized voice
and/or chat program closely aligned to your sales and marketing plans, helping you attract new
customers while keeping your operations as efficient as possible.
A sample of our acquisition solutions include:

Inbound B2B and B2C telesales

Outbound customer follow up

Order taking, processing and catalog sales

Cross-sell and up-sell programs

Lead generation

Direct response

Datacapture

Multichannel campaign execution

Product information requests

Subscription renewals and BPA

Database cleaning and updating

Application processing

Customer surveys

Payment processing

How We Achieve Results

24-7 Intouch focuses on top sales results to maintain our client accounts, achieving this through:
Sales Culture of Performance

We create a focused sales culture with each member of the team, sharing the common goal of
achieving high sales performance. All incentives and motivators are arranged to produce results
in a professional, ethical manner aligned with your brand.
Optimized Sales Dialogue

Our Certified Sales Agents know the psychology of sales, are able to influence the buyer and
close the deal. They are well-versed in the details of your company, especially product and
service details, and unscripted dialogue allows them to use their sales talent to up-sell and crosssell to customers. 24-7 Intouch also employs Content Optimizers, and despite the unscripted
dialogue, our team constantly monitors sales dialogues to ensure each contact is monetized to its
fullest potential.
Fostering Agent Stars

Our agents are true sales people recruited specifically to sell for your account and focused on
getting high results for your campaign. We use daily stack ranking on client KPIs to identify top
performers and use their skills to mentor average-performing agents. By fostering our top
performing agents through incentives and soft perks, sales results improve and others are
motivated to compete for the top tiers, which increases the overall quality of service provided.
Our Customer Acquisition services are available on a 24x7x365 basis, through
phone, chat, and email. From our agents to our top-line managers, our goal to
increase the percentage of calls that convert to sales, without sacrificing the
purchase experience of the caller. Our total solution creates a positive experience
that attracts new customers and increases sales conversions.

Want to know more or

just want to get started?

1-800-530-1121

Request Quote
Resources
News & Events
Do you rue? 24-7Intouch & rue21 Present Innovating the Agent Experience at
SOCAPAC14 More...

Blog

Articles

White Papers

Press Releases

Enhance Your Sales Strategy By

Adopting a multichannel strategy

adding Live Chat

Understanding
your customer's total experience through customer feedback surveys

Inclusion
of all customers through Multilingual Support

Award winning call center services including order taking and customer service
solutions
Resources | Partners | Request Quote | Privacy Policy | Site Map
2014 24-7 Intouch call center provider. All rights reserved.

<img height="1" width="1" border="0" alt=""

src="http://googleads.g.doubleclick.net/pagead/viewthroughconversion/993194123/
?
frame=0&random=1431935177449&cv=7&fst=1431935177449&num=1&fmt=1&
guid=ON&eid=42631043&u_h=900&u_w=1600&u_ah=856&u_aw=1600&u_cd=24
&u_his=5&u_tz=120&u_java=false&u_nplug=5&u_nmime=19&frm=0&url=http
%3A//www.24-7intouch.com/Dedicated/Solutions/Sales---CustomerAcquisition.aspx&ref=http%3A//www.247intouch.com/Dedicated/Solutions.aspx&vis=1" />

Overview

Mission & Values

Our Approach

Leadership

Technology

Facilities

Awards

Partners
o Community Partners
o Strategic Partners
o Become A Partner
o Partner Services Request

About Us

Company Facts

24-7 Intouch is a global contact center outsourcing company that delivers innovative, qualitydriven, customer service solutions, across all industry segments. Using the most advanced
technology, comprehensive insights, and brand specialists for each account, 24-7 Intouch is able
to provide a multichannel approach, via voice, live chat, e-mail and social media management.
This customizable, customer care method allows clients to utilize business insights to deliver
lifetime customer loyalty and increase incremental revenue. The 24-7 Intouch team takes pride in
creating a top to bottom brand alignment for clients to create the ideal customer experience.
The company continues to grow to accommodate the needs of new and existing clients. They
currently operate offices in Canada, USA, Guatemala, and India.

Overview

Mission & Values

Our Approach

Leadership

Technology

Facilities

Awards

Partners
o Community Partners
o Strategic Partners
o Become A Partner
o Partner Services Request

The outsourcing industry is constantly evolving and changing to meet client demands. As our
industry evolves, so will 24-7 Intouch, anticipating opportunities for optimization. Our Vision,
Mission, and Values represent our long term strategy to ensure 24-7 Intouch remains an
innovative company and business leader within the contact center market.

Mission Statement
24-7 Intouch is dedicated to building long-term relationships by providing flexible outsourced
contact center solutions that add maximum value to our clients. We strive to create a positive
experience with every customer interaction by delivering the best people, best processes, and
best technology.

Values
24-7 Intouchs culture is what sets us apart from other contact centers. Our business practices are
aligned with the following company values:

People

Fairness

People

Our people are the most important aspect of our business. Every
employee plays a role in our success. As a result, we promote a
positive, encouraging and lively work environment which
Innovation
translates into a better experience for not only our employees,
Operational Excellence but also our clients and their customers.

Fearlessness

Transparency

Overview

Mission & Values

Our Approach

Leadership

Technology

Facilities

Awards

Partners

o Community Partners
o Strategic Partners
o Become A Partner
o Partner Services Request

24-7 Intouch emphasizes loyalty and transparency in all relationships with customers, clients,
partners, and employees. The sales and services benefits of increasing Customer Satisfaction
(CSAT), First Contact Resolution (FCR), Average Order Value (AOV), and decreasing Cost per
Contact (CPC), are achieved by balancing operational expertise with program insights.
Operational practices are uniquely customized and delivered to every client to achieve the
desired quality and ROI in a proactive, transparent culture. We leverage insights and reports to
drive operational decisions, to provide a high performance environment, and act as an extension
of each brand that we work with.
These key principles drive our business model for success:

Culture

Operational Expertise

Insights

Customer Experience Center

Culture
We integrate the client brand into our operations to create a culture of brand specialists that are
closely aligned with our clients brand and company values. 24-7 Intouch focuses on hiring the
best people to run our campaigns, from front-line agents and managers to our corporate staff in
HR, Finance, IT, Marketing and Sales. By focusing on our values and hiring for talent, we are
able to recruit and retain great people - fostering an aligned, committed corporate culture. We
dont just provide a service we build a relationship and ensure our standards match each of our
clients needs.

Operational Expertise
Attention to detail and execution allows us to drive performance and innovation. Crossfunctional teams are built around specialists and processes that ensure we select and train the
right people, provide them with the tools to succeed, and develop program enhancements to
achieve client goals.
Along the way, our customer experience team provides ongoing support to make necessary
adjustments and proactive suggestions to assist with client growth.

Insights

Through a robust system of data reports, call recordings, analytics, customer feedback surveys,
and a variety of other practices, 24-7 Intouch will measure consumer and business touch points
and effectively manage to the overall account KPI. These insights and reports will provide
actionable data to ensure continuous improvement to client accounts.
We strive to create a 360-degree view of operations and many of our reports are available in realtime. Scheduled calibration meetings are used to discuss any issues related to the quality
assurance of each account and a customizable solution created to achieve any goal that our
clients may have.

Customer Experience Center

The last element that brings our approach full circle is our belief in being a true extension of each
brand we work with, by fostering trust and transparency in each relationship. We work closely
with our clients to create a Customer Experience Center of Excellence that provides the right
technology, processes, and people to innovate customer service.
The feedback loop we insist on having with our clients guarantees constant communication and
improvement. We focus not only on maintaining high levels of service, but also on achieving
long-term business goals.

Overview

Mission & Values

Our Approach

Leadership

Technology

Facilities

Awards

Partners
o

Community Partners

Strategic Partners

Become A Partner

Partner Services Request

24-7 Intouch focuses on hiring the best people, from front-line agents and
managers to our corporate staff in HR, Finance, IT, Marketing and Sales.
Keeping our core values in mind, we are able to recruit and retain highcaliber people within a passionate culture committed to performance.
Our hardworking team is lead by innovative executives, uniquely suited to
their positions, and dedicated to the success of the company. Meet them now!

Greg Fettes President and Chief Executive Officer

As President and CEO, Greg provides the strategic vision,
framework and initiatives for the companys performance
and growth. Under his leadership, 24-7 Intouch has
continually diversified its solution offerings and expanded
its locations globally to deliver innovative support,
continued client value and service excellence.

Greg has led 24-7 Intouch as CEO since 2001,

making an impact within all aspects of the business,
by leveraging over 15 years of entrepreneurial
experience in sales, marketing and operations. Greg
attended Bentley College and the University of
Western Ontario, and holds a B.A. in Industrial and
Organizational Psychology.

Jeff Fettes Chief Operating Officer

As Chief Operating Officer, Jeff is responsible for the

global operations of 24-7 Intouch, which focuses on the
performance and quality delivery of solutions to our
clients. As part of the executive team, Jeff oversees the
cross-functional groups of IT, training and workforce
management, which all directly relate to the execution of
solutions and providing valuable insights to our clients.
Jeff, along with Greg, has helped lead 24-7 Intouch since
2001, bringing the same entrepreneurial spirit and over 15
years of IT, operations and marketing experience to help
execute solution delivery. Jeff attended Babson College
and the University of Southern Florida, holding degrees in
Marketing and Information Technology.

Mitul Kotecha - Chief Financial Officer

As Chief Financial Officer, Mitul is responsible for the
companys financial management, strategizing for future
growth initiatives, while maintaining current flexibility. As
part of the executive team, Mitul also oversees the Human
Resources group, in addition to his accounting, finance,
and FP&A (financial planning & analysis) teams. He has
been able to create a refined approach to management
reporting, financial planning and analysis, and process
improvement, which are all critical to proactively provide
our clients with the right resources, technology, and
facilities.

Mitul has been leading the Finance Department at

24-7 Intouch since 2011, bringing over 15 years of
knowledge and experience in accounting and
financial management, in both the private and public
sectors. Mitul is a Chartered Accountant and holds
his Honors in Business Administration from Richard
Ivey School of Business.

Matt Cockell Chief Customer Officer

As Chief Customer Officer, Matt is responsible for

overseeing the 24-7 Intouch brand, both externally by
positioning us in the market, and internally by enforcing
our company culture, innovation focus and transparency.
Through managing the Sales, Marketing and Customer
Experience teams at 24-7 Intouch, Matt helps drive
continuous value to our clients and communities we are
involved in, by orchestrating custom solutions, designed to
enhance the customer experience at every point of
interaction.
Matt joined the 24-7 Intouch team in 2007 and has held
leadership positions in Business Development, Sales, and
Marketing. Matt brings a wealth of contact center and
communications experience at different capacities,
holding positions at MT'S Allstream and Inspyre Solutions
in the functions of finance, sales, marketing, business
development, and operations. Matt holds an Honors
degree in Marketing and Small Business,
Entrepreneurship from the University of Manitoba.

Shane Kozlowich SVP of Corporate Development

As Senior Vice President of Corporate Development,

Shane is responsible for managing growth, strategic
planning and all mergers and acquisitions. By
analyzing opportunities and executing financial
planning and analysis, Shane is able to position 24-7
Intouch strategically in the market.
Joining the 24-7 Intouch team in 2014, Shane
previously held the position of VP at Pavilion
Financial Corporation/Canterbury Park Capital where
he gained experience in corporate development and
private equity. He also previously worked as a
Consultant at McKinsey & Company where he
designed and implemented growth strategies,
including new service development, mergers and
acquisitions, product development, and regional
expansion.

Shane attended the University of Manitoba (BSC),

University of Western Ontario Richard Ivey School
of Business (HBA), and Northwestern University
Kellogg School of Management (MBA).

Teri Miller

Mike Warren

VP of Operations

VP of Technology

Brad Cull
VP of Accounting
& Administration

Marc Lloyd
VP of Human Resources

Rod Edwards
VP of Information
Technology

Maya Kotecha
VP of Marketing
& Social Media

Steve Muise
VP of
Employee Experience

Matt Wheatley
VP of Customer Experience

Katina Aycinena De Colom

VP of Operations (Guatemela)

Overview

Mission & Values

Our Approach

Leadership

Technology

Facilities

Awards

Partners

Angelia Elkie
VP of Workforce
Optimization

Silvia De Bonatti
VP of Corporate Sales
(Guatemala)

Community Partners

Strategic Partners

Become A Partner

Partner Services Request

24-7 Intouch incorporates a strategic mix of software and hardware to make up a reliable
technology ecosystem. Systems across all facilities have a high level of security and set up for
redundancy and high-availability. The core server leveraged to distribute interactions is the
Avaya Aura Call Center Elite.

IT Team

Thousands of calls, chats, and emails run through our contact centers on a daily basis. Managing
these is an important task and crucial to maintaining high levels of quality for our clients. Any
call center can buy the best technology on the market, but it is the people behind this technology
that deliver the results you are looking for.
The 24-7 Intouch IT staff is made up of a variety of industry experienced professionals, all
experts in the telecommunications field. This talented team allows us to provide customized
applications to any of our clients requiring more than cookie-cutter type of applications. Our
philosophy is if you can dream it, we can build it.

24-7 Intouch has over 4,000 seats globally across nine modern facilities. The company has
locations in Canada, USA, Guatemala, and India.
With its global presence, 24-7 Intouch is able to provide flexible onshore, nearshore, and
offshore outsourcing solutions. Each site is uniquely customized for our customers, to align with
their corporate brand and culture. Highlights of our sites include large break rooms, 24-hour
Avanti Market, 24-hour security in the form of video surveillance and key card access, state-ofthe-art training classrooms, and in close proximity to public transportation.
Our locations are strategically selected in areas that have career-focused labor pools of qualified
and experienced employees and a minimal risk of natural disasters.

Careers
Working for 24-7 Intouch

At 24-7 Intouch we focus on our people, and our culture reflects that. We strive to strike a
balance between enjoying the work environment and achieving results for our clients. We offer
extensive training and coaching, providing opportunities to grow within a fun, forward-thinking
team.
We recognize the value of each employee, and take pride in the diversity of unique skills each
member brings to the company. The goals of 24-7 Intouch are achieved by the contributions of
every single employee, as everyones role is equally important to driving success in the business.
A range of positions for all skill sets
Operations

Service Delivery Managers

Team Leaders

Quality Assessors

Sales and Marketing

Marketing Manager

Marketing Coordinator

Sales Executive

Agents

Customer Service Agents

Sales Agents

Live Chat Agents