Is Your Team Delivering the Best Customer Experience?
Find out if your service representatives are meeting your expectations and those of your customers with InteliChek Performance
Gain valuable insights into your customer service operations—and those of your competitors—with Telephone Performance Reports. Our service allows you to evaluate how well your team engages with customers over the phone and compare it to industry standards. By using personalized performance criteria, we can help you identify your strengths and areas for improvement, leading to better customer satisfaction and increased business performance.
Example Criteria:
Did the representative answer the call in a timely manner (e.g., within a specific number of rings)?
Did the representative introduce themselves by name?
Did the representative ask for the customer’s name?
Were there minimal call transfers to ensure a smoother experience?
Did the representative offer a solution or next step (e.g., scheduling an appointment or providing product information)?
Did the representative highlight any promotions, discounts, or value-added services?
WHY CHOOSE PERFORMANCE EVALUATIONS?
Improve Customer Experience
By identifying gaps in your team’s telephone performance, you can make targeted improvements to how your team communicates with customers. This leads to higher satisfaction rates, stronger customer loyalty, and an improved brand reputation.
See how your service stacks up against the competition. Are you providing a better customer experience than others in your industry? Are there areas where you can outshine the competition by offering a more engaging, professional phone interaction?
Competitive Benchmarking
Tailored
to Your Needs
You have the flexibility to choose the performance criteria most relevant to your business. Whether you’re in retail, healthcare, hospitality, or any other industry, we tailor the evaluation process to reflect what matters most for your customers and your bottom line.
Our reports provide you with actionable data, helping you make informed decisions to optimize your processes, improve your team’s performance, and refine your customer engagement strategies.
Data-Driven Insights
ABOUT US
InteliChek has been a leader in customer service and performance evaluations since 1997. Founded with a focus on the automotive industry, we quickly earned a reputation for delivering high-quality, actionable insights to help businesses improve their customer experience. Over the years, we have built long-standing partnerships with Fortune 100 companies, empowering them to enhance their service standards, increase sales, and boost customer satisfaction through mystery shopping and performance analysis.
As we’ve grown, so has our expertise. While we remain deeply rooted in the automotive industry, we’ve expanded our reach to provide telephone mystery shopping services across a variety of sectors, including hospitality, healthcare, retail, finance, telecommunications, and more. Our versatility enables us to offer tailored solutions for businesses of all types—whether you're managing a nationwide network of dealerships or providing exceptional customer service in a call center.
OUR MISSION
At InteliChek Performance, our mission is to empower businesses to deliver superior customer service by providing data-driven insights that promote excellence. We strive to help companies unlock their full potential by evaluating and improving the interactions between their teams and customers. Whether it's ensuring phone etiquette, identifying sales opportunities, or maintaining consistent service standards, we are committed to supporting our clients in achieving operational excellence and enhancing customer loyalty.
OUR TEAM
LESLIE
SWAN
CHIEF EXECUTIVE
OFFICER
With over 20 years at Edward Jones, Leslie has refined her expertise in strategic marketing and business growth. Her strategic initiatives have consistently delivered measurable outcomes, positioning InteliChek at the forefront of the mystery shopping industry.
LSwan@InteliChek.com
877-827-7273 x 427
MELISSA
MARLATT
CHIEF OPERATING
OFFICER
Melissa brings over 15 years of experience in the mystery shopping industry to her role as Chief Operating Officer at InteliChek Performance, where she oversees client relationships and business growth.
JOE
GIBSON
VICE PRESIDENT OF SALES AND MARKETING
With over 9 years of industry expertise, Joe possesses a unique blend of strengths that drive InteliChek Performance's market leadership and growth initiatives. His strategic vision and deep understanding of customer needs enable him to craft sales strategies that resonate with clients across the industry.
We pride ourselves on the strength of our team, which consists of dedicated administrators, program managers, and a network of InteliChek Certified Agents. Our program managers work closely with clients to customize each study, ensuring that the specific goals and criteria of every project are met. Meanwhile, our administrative team ensures the smooth execution of every evaluation, handling everything from scheduling to reporting with precision and efficiency.
Our network of Certified Agents plays a pivotal role in the success of our evaluations. Each agent is rigorously trained to provide honest, unbiased, and accurate feedback based on real-life interactions, ensuring that the data we collect is both reliable and actionable. Together, our team works in unison to deliver comprehensive reports that help businesses assess their current performance and identify opportunities for growth.
DATA YOU CAN TRUST
- Decades of Experience: With over 25 years of experience in mystery shopping, we have a proven track record of success across multiple industries.
- Customizable Solutions: We tailor our services to meet the unique needs of each client, providing actionable insights that align with your specific goals.
- Nationwide Network: Our network of certified agents spans across the United States, enabling us to conduct studies in any location's area code and across various industries.
- Data You Can Trust: We provide detailed, accurate reports that give you a clear picture of how your team is performing and where improvements can be made.
At InteliChek Performance, we are committed to helping businesses deliver exceptional customer service—one phone call at a time. If you're ready to raise the bar in customer experience, we’d love to partner with you.
Contact Us:
beconfident@intelichek.com
(877) 827-7273
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All Rights Reserved.
