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Infinity Resources, Inc. supports millions of customer transactions each year by utilizing our multiple contact support centers located in the Midwest United States. With the ability to provide 24/7/365 support through virtually any contact channel, our centers have the capacity and flexibility to tailor their support to meet your needs. We work closely with our clients through "voice of customer" responses and promotion management analysis to provide feedback to you. Your customer perceptions of a promotion as well as the identification of opportunities to increase revenues serve as a guage for promotion effectiveness. Our combination of dedicated client resources and contact center technology helps to ensure the highest level of customer care in the industry.
Our centers are completely integrated with skills-based routing functionality and redundant disaster recovery security. This enables us to direct calls or e-mails, based on reason, to agents equipped with the skill sets to deliver a first-contact resolution to your customers. This functionality reduces your operating expense by:
- Reducing the frequency of multiple contacts made by the same customer to resolve a single issue.
- Mitigation of internal or external call transfers to other departments, which puts your customer on hold and extends your call time.
- Improves customer satisfaction by having the issue reach the right rep, with the right skill sets, on the first try!
Our phone system technology is augmented by the centers' infrastructure that provides:
- An easy to use, web-based CRM that can leverage sale and promotional campaigns to maximize the value of each order.
- Targeted drive of up-sell, cross-sell, special offer, and conversion rate sales with easy to implement messaging
- Web-reporting functionality that provides you with a variety of detailed and summary reports that offer insight as to how well service performance meets established demand. This gives you assurance that your customers are being handled in the time commitments promised.
- Inter-active voice response system, which gives your customers the opportunity to self-service based on their needs.
- Web screen pops that provide prompts to the agent to significantly improve the tone of the call as well as reduce call time.
- Real-time access to your inventory levels to communicate your product availability to your customers.
- Automation of all FTC, order acknowledgement, order status, and order shipment notification, which provides the pro-active communication on the product's estimated time of arrival.
- Real-time credit card authorization, which guarantees we capture your sale opportunities and mitigate potential loss of revenue or customer inconvenience
- Automated fraud-prevention logic, which significantly reduces cancel rates and charge backs.
- Proven flexibility to adapt to any change in sales tactics or response rates.
The centers are also equipped with digital-call recording capabilities which:
- Provide you with a web-based tool that enables you to listen to calls from virtually any location.
- E-mail capabilities, which allows you to e-mail certain calls to your team members for follow-up or information purposes.
- Significantly reduces the amount of time needed to capture voice of customer responses on promotions, product, etc.
- Allows for compliance and streamlines all quality assurance processes.
These are just a few of the many benefits we have to offer. To talk with someone about our solutions that will enhance and support your business, contact us today!
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