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CONTACT INFORMATION
Fortegra
www.fortegra.com
Interim Leadership Solutions
www.ils-consulting.com
FOR IMMEDIATE RELEASE
Fortegra and ILS Team to Deliver
High Value For Call Centers
Combined Consulting Services Improve
Quality and Dramatically Reduce Cost of Call Center Workforce
LYNCHBURG, VA. and AUSTIN, TX., November 20, 2003
– Fortegra, Inc. today announced a partnering arrangement
with Interim Leadership Solutions, Inc. (ILS) to deliver a unique
and high value service offering to the call center industry. Recognizing
the need to provide value to all stakeholders (customers, employees
and business owners), Fortegra and ILS have developed services that
are proven to deliver measurable results which equate to significant
reductions in operational cost while improving the quality of service
delivered by customer care representatives.
The combined services integrate Fortegra’s full suite of
offerings in workforce and technology optimization, including its
Performance Event & Coaching System (PECS), with the ILS Leadership
Development Program, Management Operating System, and Just-in-Time
Staffing Model.
Tom O’Brien, ILS president, said, “Fortegra's exceptional
call center business and technology integration skills, along with
the strong leadership-focused practice of ILS combine to make a
perfect partnership. Our joint offerings provide a unique menu of
solutions that deliver measurable economic benefit while improving
customer service and employee loyalty.”
“ILS’s services go beyond traditional consulting, in
that they bring a unique and fresh perspective to improve call center
performance,” said Kevin Chase, Fortegra's principal responsible
for customer contact services. “We’ve seen call centers
encounter tremendous improvement in workforce productivity through
our innovative management and coaching solutions. The value achieved
from combining Fortegra’s PECS solution with ILS’s offerings
is remarkable!”
The combined offerings of Fortegra and ILS were recently implemented
at a large Midwestern electric utility. Over two years, the solution
led to a 30 percent increase in productivity, a 55 percent reduction
in absenteeism, a 16 percentage point increase in customer satisfaction
while shaving 23 seconds from the average handle time, and reduction
of the workforce by 38 percent.
About Fortegra
Like Iron Sharpening Iron, Fortegra strengthens its clients
as a provider of premier business and technology consulting services.
Fortegra forms long-standing partnerships with its clients by leveraging
its business knowledge and intimate understanding of each industry
it serves with deep technical capabilities to deliver high-value
solutions. Fortegra provides project and program management, business
consulting and systems integration solutions for clients in the
utilities/energy and healthcare industries. Their product expertise
encompasses customer contact / call center solutions across all
verticals as well as CIS/CRM, billing, field operations systems,
and scheduling and settlement applications. More information is
available at www.fortegra.com.
About Interim Leadership Solutions (ILS)
ILS clients expect measurable improvements in productivity,
customer service, and employee loyalty during our call center consulting
engagements. All ILS services are designed to deliver measurable
improvements in clients’ call centers' performance by focusing
on leadership teams and management processes, and all ILS engagements
are appropriately customized to each client’s unique environment
and needs. Our value proposition is simple: Clients will get results;
the results will be measurable and measured; productivity, customer
service, and employee loyalty will improve. And results are guaranteed
through value based pricing. Visit our web site at www.ils-consulting.com.
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