Merchant Accounts Provider Opens FBI Standard Call Center Intabill a global credit card processing merchant accounts provider has opened an advanced and unique 100 seat capacity call centre in Australia. Due to a rapidly increasing demand for their service
News-Antique.com - Oct 26,2007 - London United Kingdom ( Newsantique ) 10-26-2007 With state of the art military standard communication technology and security systems, a super flat management structure, and almost no traditional KPI’s, this is far from an ordinary call centre. Intabill ( http://www.intabill.com/ ) is not a conventional company, and they don't intend to become one. In 2003 when Intabill first started providing merchant account services ( http://www.intabill.com/ ), the call centre operation was outsourced to call centres in Los Angeles and Costa Rica. Due to concerns over the quality of call support, in June 2007 the call centre operation was moved in-house to new offices being established in Brisbane, Australia. The aim was to create a world class 24/7 call centre that would provide a superior level of friendly phone support to merchant account clients and their customers, through motivated professionals and the latest technology.
Now in operation for just over 3 months, their call centre is actually run in essence by the call operators themselves, with little emphasis placed on conventional call centre metrics. In many call centres the focus is on metrics, and they do not deny there is a place for these. However at intabill, “management believe that the focus should initially be on people, the teams, and what they collectively think will deliver the best results. Managers of the business are not seen as the rule setters and enforcers, but more as facilitators and mentors”. Call centre management merely facilitate the interaction and communication by staff towards a positive team unit, who as a unit mould the way customer service levels are provided and improved upon. Staffs are empowered to have open conversations to their peers across the business, ensuring maximum efficiency business wide. The call centre team regularly meets and interacts with other departments/teams within the business, to ensure seamless cross functional support and communication.
In fact many departments of Intabill are regularly interacting with clients by phone. Services delivered with a strong phone element include:
- Online real-time customer interactions and inbound support by the “A-Team”
- Online fraud investigations and security by a “Guardians Team”
- International collections by the “Roundup Team”
- Retention, loyalty programs and VIP account management by a dedicated “Concierge Team”
When planning the setup of the call centre, management not only focused on the needs of their customers, but more importantly on the employees that would interact with them. Intabill has a hiring process that focuses a lot on the mindset and behaviours desired from future employees, which has led to them hiring passionate people from diverse backgrounds. They appear to have nurtured a unique and open minded culture that encourages individual ideas, actioned through team effort.
Intabill provides a positive work environment, where highly talented professionals share a vision and have a great time doing it. Team members at Intabill are encouraged to constantly question and challenge the way things are done, looking for ways that will not only make customers happier, but also foster a happier work environment
