The Power of Vendor Partner Relationships

In an industry as complex and on-demand as customer service, continual growth and adaptation are not just beneficial—they're essential.

For our team, this is reflected in our significant vendor partnership with Amtelco, which substantially amplifies our service capabilities. This connection, fostered through continuous engagement, including training and onsite visits, plays a pivotal role in enhancing the quality and scope of our services. Here's a closer look at how these interactions create a thriving environment for growth, learning, and exceptional service delivery at Intercon Messaging.

The Value of Vendor Training

The Intercon team shares the beautiful Rocky Mountain view with the Amtelco team and the unique methane bubbles that form on Lake Abraham.

Establishing a strong partnership between a vendor and a client is essential for the success of any business. This partnership requires a thorough understanding of the client's needs and the tools and services that are available to support those needs. For customer service operations, this means mastering the intricacies of contact centre software solutions provided by vendors such as Amtelco. These solutions are critical for call management, customer interactions, maintaining customer satisfaction, and improving overall business operations. By working closely with vendors like Amtelco, businesses can ensure that they have the best tools at their disposal to deliver exceptional customer service.

Members of our team have spent many hours working with Amtelco and their Field Service team and have been fortunate enough to visit and meet with their staff multiple times. Whether to attend educational seminars or while members of our team served on the NAEO Board of Directors,  Amtelco has consistently welcomed our organization into their fold, making us feel like a part of their family.

Alana, leader of our IT department, stated it best, “I have always felt like an extension of the Amtelco family, and the trust that they placed in us to introduce their new team members to our operational environment is something I highly value. Welcoming these individuals not only enriches our team but also opens avenues for mutual learning. Through sharing experiences, we invariably uncover fresh ideas, enhancing our collaborative efforts and fostering a vibrant learning ecosystem.”

Strategies and Tools

In an era when customer expectations are at an all-time high, the tools and technologies we choose to deploy significantly impact the quality of service delivered. Amtelco, a leader in communication technology, has long been at the forefront of driving innovation in customer service solutions. Their approach to training and engaging with their partners, like us, is a testament to their commitment to excellence and customer satisfaction.

“As a trainer, being able to see how Amtelco's software is being used in many different settings and amongst different industries provides a lot of value to me and my job as an Implementation Specialist. I'm able to speak with the different staff members to get a better understanding of how it might feel to spend a day in their "shoes." I find myself always learning something new and applying those new concepts to better support my customers in the future”, stated Katie, an Amtelco Implementation Specialist.

Insights from Onsite Visits

During our immersive training sessions, the focus was not only on understanding Amtelco’s comprehensive contact centre software solutions and how we deploy those functionalities within our operations but also on grasping the broader implications of these tools and long-term strategies. Recent training and collaboration sessions with the group brought fresh perspectives to both our operations and theirs. Like Katie with Amtelco said, “As a trainer, I believe visiting on-site helps you truly understand call flow. Although we can replicate calls in our own training and onboarding environments, it never truly compares to seeing the speed and complexity of call flows in action on site.”

These engagements offer a tangible connection, fostering stronger partnerships and an enriched understanding of the products powering our operations. For example, Megan from Amtelco had the opportunity to learn more about the Alberta Oil and Gas industry and how the Amtelco platform supports the critical processes related to the monitoring of lone workers and dispatching of oilfield-related alarms, which she has not seen in other centers before.

Building Bonds

Beyond training, the onsite visits served a multifaceted purpose. They allowed Amtelco's team to step into our world, witnessing firsthand the nuances of our answering service workflows and engaging with leadership themes like emotional competency, underscoring the benefits of such exchanges. Like Megan from Amtelco had mentioned, “One key takeaway for me was how truly welcoming and generous the staff were to us during our time at Intercon. I was very impressed with the interconnectedness of the staff themselves. We had the opportunity to sit in on leadership meetings, shadow the operators, and spend one-on-one time with the staff. I observed an overall feeling of respect and understanding for one another, both professional and personal. I am not surprised that Intercon's team consists of employees who have worked there for many years.”

The trainers’ takeaway from their visit—a profound appreciation for the depth of relationships and the innovative applications seen in our call centre—mirrors the essence of what makes vendor visits so valuable. It’s a shared learning experience where insights flourish and operational strategies are reinforced or reimagined. This immersive experience fosters a deeper understanding and appreciation on both sides, laying the groundwork for stronger, more collaborative partnerships.

Looking Ahead

Amtelco's commitment to fostering human connections through cutting-edge call centre solutions has been instrumental in our growth. Their call management platform's versatility in handling diverse communication channels is matched only by the human-centric approach they champion. As we move forward, the insights gained from these interactions will continue to inform our strategies, ensuring that we remain at the forefront of customer service excellence.

“Amtelco has supported us so much over the years. I feel fortunate that we are able to support them in any way we can. It’s a real pleasure to assist them in the growth and education of their team. I also think it’s a great example of how Amtelco and its relationship with its clients can grow beyond the software into a real partnership,” says Alana.

Looking ahead, we are excited to apply the insights gained and explore how they can drive innovation within our customer service operations. The future of customer service management is bright, marked by collaboration, technological advancement, and a profound commitment to delivering exceptional service.

Let’s Chat

Want to learn how we can provide exceptional customer service for your business? Connect with our team and schedule your no-obligation consultation today!