Inktel Direct
Inktel Direct is a global outsourcer of business services and direct marketing services, most notably including Fulfillment
Fulfilment or fulfillment may refer to:* Fulfillment house, a type of company that specializes in order fulfillment* Order fulfillment, the activities performed once an order is received...

 (as well as inventory management and order processing) and Call Center services, but also including other services such as Direct Mail
Direct mail
Advertising mail, also known as direct mail, junk mail, or admail, is the delivery of advertising material to recipients of postal mail. The delivery of advertising mail forms a large and growing service for many postal services, and direct-mail marketing forms a significant portion of the direct...

/Lettershop, E-commerce, Data Management, Social Media
Social media
The term Social Media refers to the use of web-based and mobile technologies to turn communication into an interactive dialogue. Andreas Kaplan and Michael Haenlein define social media as "a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0,...

 and Graphic Design
Graphic design
Graphic design is a creative process – most often involving a client and a designer and usually completed in conjunction with producers of form – undertaken in order to convey a specific message to a targeted audience...

. Inktel's clients include various Fortune 500
Fortune 500
The Fortune 500 is an annual list compiled and published by Fortune magazine that ranks the top 500 U.S. closely held and public corporations as ranked by their gross revenue after adjustments made by Fortune to exclude the impact of excise taxes companies collect. The list includes publicly and...

 companies, federal/state/local government agencies, and non-profit organizations.

Founded in 1997, Inktel Direct is headquartered in Miami, FL with additional operations in Chicago
Chicago is the largest city in the US state of Illinois. With nearly 2.7 million residents, it is the most populous city in the Midwestern United States and the third most populous in the US, after New York City and Los Angeles...

, Fort Lauderdale, Minneapolis, and Connecticut
Connecticut is a state in the New England region of the northeastern United States. It is bordered by Rhode Island to the east, Massachusetts to the north, and the state of New York to the west and the south .Connecticut is named for the Connecticut River, the major U.S. river that approximately...

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

Services and divisions

Inktel Direct provides direct marketing
Direct marketing
Direct marketing is a channel-agnostic form of advertising that allows businesses and nonprofits to communicate straight to the customer, with advertising techniques such as mobile messaging, email, interactive consumer websites, online display ads, fliers, catalog distribution, promotional...

 services to clients across the world. Service offerings include inbound and outbound call center services, fulfillment
Fulfilment or fulfillment may refer to:* Fulfillment house, a type of company that specializes in order fulfillment* Order fulfillment, the activities performed once an order is received...

 and inventory management, direct mail and lettershop, e-commerce, data management and optimization, social media and graphic design.

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

Inktel Direct 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 240000 square feet (22,296.7 m²) 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,, to enhance its ecommerce offerings.

Other Services

Inktel lists services in the areas of Social Marketing, Data Management and Graphic Design
Graphic design
Graphic design is a creative process – most often involving a client and a designer and usually completed in conjunction with producers of form – undertaken in order to convey a specific message to a targeted audience...


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"(TM) 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 Direct'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 drug 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 Direct 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
AchieveGlobal, Inc. is a provider of learning-based solutions focused on skills training and consulting in leadership development, sales effectiveness, and customer service training....

 certified trainer.


Inktel's "iCares" program has contributed to organizations such as St. Jude Children's Research Hospital
St. Jude Children's Research Hospital
St. Jude Children's Research Hospital, founded in 1962, is a leading pediatric treatment and research facility focused on children's catastrophic diseases. It is located in Memphis, Tennessee. It is a nonprofit medical corporation chartered as a 501 tax-exempt organization under IRS regulations.In...

, Big Brothers Big Sisters
Big Brothers Big Sisters of America
Big Brothers Big Sisters of America is a 501 non-profit organization whose mission is to help children reach their potential through professionally supported, one-to-one relationships with mentors that try to have a measurable impact on youth....

, the Northern Illinois Food Bank, the Veterans of Foreign Wars
Veterans of Foreign Wars
The Veterans of Foreign Wars of the United States is a congressionally chartered war veterans organization in the United States. Headquartered in Kansas City, Missouri, VFW currently has 1.5 million members belonging to 7,644 posts, and is the largest American organization of combat...

 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 Direct 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
Chip Conley
Chip Conley is an American hotelier, author and speaker. Conley is the founder, Executive Chairman and Chief Creative Officer of , which he began in 1987 at age 26...

's "Peak: How Great Companies Get their Mojo from Maslow" and Tony Hsieh
Tony Hsieh
Tony Hsieh is the CEO of online shoe and clothing shop Prior to joining Zappos, Hsieh co-founded and sold the internet advertising network LinkExchange to Microsoft in 1999 for $265 million.-Early life:...

's "Delivering Happiness
Delivering Happiness
Delivering Happiness is a book by Zappos CEO Tony Hsieh. It details his life as an entrepreneur, with emphasis on the founding of LinkExchange and Zappos.-Background:In 2009, Hsieh began writing Delivering Happiness over Labor Day in Lake Tahoe...

," Inktel's Client Services Department is led by Harvard Business School
Harvard Business School
Harvard Business School is the graduate business school of Harvard University in Boston, Massachusetts, United States and is widely recognized as one of the top business schools in the world. The school offers the world's largest full-time MBA program, doctoral programs, and many executive...

 MBA and University of Texas graduate, Summer Dennis.


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."
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