Inktel

Inktel is a global outsourcer of business services and direct marketing services, most notably including Fulfillment (as well as inventory management and order processing) and Call Center services, but also including other services such as Direct Mail/Lettershop, E-commerce, Data Management, Social Media and Graphic Design. Inktel's clients include various Fortune 500 companies, federal/state/local government agencies, and non-profit organizations.

Founded in 1997, Inktel is headquartered in Miami, FL with additional operations in Chicago, Fort Lauderdale, Minneapolis, and Connecticut among other cities. In 2003, the firm had surpassed more than $40 million in annual revenues. Inktel is owned by President and CEO, Ricky Arriola, and his brother, Executive Vice President, Dan Arriola.

Inktel was named the "Best Company to Work For" in the state of Florida.

Services and divisions

Inktel provides direct marketing services to clients across the world. Service offerings include inbound and outbound call center services, fulfillment and inventory management, direct mail and lettershop, e-commerce, data management and optimization, social media and graphic design.

Inktel serves Fortune 500 companies in several industries including Telecommunications, Ecommerce, Government, Retail, Advertising, and other industries.

Inktel Government BPO Services launched in 2009 to provide business process outsourcing for local, state and federal government agencies.

Fulfillment services

Inktel provides order fulfillment, inventory management, warehousing, pick-and-pack, Kitting, sampling, direct mail, and a number of other fulfillment services out of its warehouse in Chicago, Illinois, for dozens of Fortune 500 firms and government institutions.

Contact center services

Inktel provides inbound and outbound contact center services, including customer service, complaint resolution, customer retention programs, order-taking, inbound and outbound sales, as well as a number of other types of call center services. Inktel provides services in a dozen different languages and houses over 500 contact center seats in three locations: Chicago, Miami and Ft. Lauderdale.

In 2010, Inktel was named a "Top Outsourcer" in the contact center industry by "Contact Center World."

E-commerce services

Inktel supports e-commerce websites through both order warehousing, inventory management, call center order-taking, call center customer service and web development and design. Additionally, Inktel builds custom-designed customizable marketing web portals.

In 2011, Inktel partnered with e-commerce company, Americaneagle.com, to enhance its ecommerce offerings.

Other services

Inktel lists services in the areas of Social Marketing, Data Management and Graphic Design.

Customer experience research

Inktel's customer experience research stands as a series of industry-related studies into the way customers react to stimuli, applying the study of neuroscience. Despite various types of services, Inktel says its' ultimate expertise and specialization is brand management and optimizing customer experiences across all channels, be it call center, order fulfillment or website design.

"Passion for People™" Philosophy

Inktel's employee-focus has won several awards and has been noted in several publications, including being named the "Best Company to Work For" in the state of Florida.

Hiring model

Inktel's Human Resources Department (or "Human Capital" Department, as they deem it), earned the "Excellence in Human Resources" Award, as presented by the South Florida Business Journal. Inktel's multistep and exhaustive hiring process includes multiple rounds of interviews per candidate, utilizing the hiring philosophy of "TopGrading," behavioral interviews, a personality test known as the Predictive Index, background and [...] screenings, an intelligence test known as the Wonderlic, and more.

Training model

Ongoing learning and development is a major component to Inktel's philosophy. The company operates an internal "university", the Inktel Excellence Academy (IDEA), where employees can take course in general business skills as well as company-specific courses. Employee Benefit News called this "...a unique work-life touch to training that has enhanced learning, increased employee satisfaction and reduced absenteeism." The department is led by Michelle Roza, a Certified Professional Coach and AchieveGlobal certified trainer.

Philanthropy

Inktel's "iCares" program has contributed to organizations such as St. Jude Children's Research Hospital, Big Brothers Big Sisters, the Northern Illinois Food Bank, the Veterans of Foreign Wars Foundation, Hands on Miami and numerous others.

Wellness focus

Inktel's employee-centric nature is furthered through the usage of healthy vending machines, participation in athletic charity events such as triathlons and 5Ks, annual biometric screenings, running and nutrition tips from the CEO and discounted gym memberships.

Awards and recognition

Inktel has been awarded

• "Workplace Excellence" Award Finalist by the Chicagoland Chamber of Commerce in 2010
• "Best Company to Work For" in all of Florida in 2009 and #4 in 2010
• "Best Place to Work" in South Florida in 2008, 2009 and 2010
• "Best Place to Work" Honorable Mention in Chicago by Crain's Chicago Business in 2010
• American Teleservices Association’s "Outstanding Corporate Citizen Award" in both 2008 and 2009.
• Top 20 Outsourcer Awards for the past four years

Company culture

Innovation and a forward-thinking culture are apparent through internal contests such as "The Big Idea" contest and its employee-led blog focused on admiration for Best Practices, "Collective Inktelligence."

Customer service

Inspired by the renowned customer service philosophies of Chip Conley's "Peak: How Great Companies Get their Mojo from Maslow" and Tony Hsieh's "Delivering Happiness," Inktel's Client Services Department is led by Harvard Business School MBA and University of Texas graduate, Summer Dennis.

Blog

Collective Inktelligence is written by the different employees of the organization and doesn't serve as a typical corporate blog, but rather one that serves to document Best Practices and "celebrate great ideas and great people."