Infinity Support Group Inc Company Overview

Infinity Support Group

Driving Increased Client Profits with Quality Service

Company Overview

•  Infinity Support Group (ISG) is a Los Angeles, California based Contact Center & BPO service provider with a strong history in partnering with clients to drive unprecedented revenue growth and ROI.

•  We operate and manage nearly 400 agent stations in the Philippines and Costa Rica, offering clients a robust, well-educated, career-oriented, multi-lingual labor pool.

•  An experienced Executive Management team with over 50 years of combined industry experience and strong roots in the E-commerce, Health & Wellness, Beauty, Entertainment, Telecom and Direct Response industries.

•  A culture of brand adaptation that transforms ISG agents from outsourced representatives to integrated brand ambassadors.

•  A boutique program management style that results in consistently exceeding performance expectations.

www.infinitysupport.com Infinity Support Group (ISG)

Our Unique Approach

•  ISG is based on a “boutique contact center” business model. Our size, location and company culture allow us to design highly customized solutions for our clients and nimbly respond to their business needs.

•  Our focus is building and nurturing relationships - with our employees, our clients and other strategic partners.

•  Our employees are dedicated and loyal individuals that work hard to achieve their personal goals, the goals of our clients and those of our company at large.

•  Due to our strategic site locations, we are able to attract and retain the highest quality personnel - that’s translated into consistently exceeding client expectations.

•  Our boutique style contact center allows us to create an intimate, family-like culture while maintaining enhanced performance management and quality assurance principles based on industry best practices.

Infinity Support Group (ISG) www.infinitysupport.com

Our Core Values

•  Provide our clients with flexible solutions for their unique challenges

•  Leverage our market expertise and experience to help our clients create healthy and sustained revenue streams

•  Remain diligent and laser-focused in achieving our client’s performance expectations

•  Maintain a competitive sense of urgency

•  Recruit, train and retain the best talent


Our Value Proposition

•  Through our unique style of management ISG delivers an uncompromised customer experience that drives brand loyalty and sustained revenue generation.

•  We design customizable client specific multi-channel contact center solutions that are flexible and efficiently scalable.

•  Senior Management program involvement in every facet of the engagement.

•  A company culture that is built on the premise of unrelenting quality and pride in the product we deliver our clients, every single day.


Our Mission

To remain dedicated in building long-term client partnerships by providing flexible outsourced contact center solutions that allow us to drive unparalleled value for the organizations we support.


Industries We Support

•  Since its inception in 2005 ISG has provided its clients highly customizable, scalable and flexible contact center services, including voice, chat, email, SMS and social media support.

•  ISG has been the contact center partner of choice for some of the most innovative and progressive companies in the:

( Consumer Products

( Telecom & Wireless

( Technology Industry

( Financial Services

(  E-commerce

(  Health & Wellness

(  Fashion & Beauty

(  Travel & Hospitality


Services ISG Offers

(  Customer Care (Inbound/Outbound)

(  Customer Retention

(  Email & Live Chat Support

(  Help Desk/Tech Support Tier I & II

•  As the go-to contact center strategic partner to dozens of small to mid-size companies, ISG has helped its clients gain a competitive advantage in their respective markets.

•  ISG industry leading combination of technology, training, processes and passionate people has allowed its clients to deliver a world-class customer experience in: (  New Sales/Up Selling/Cross Selling

(  Billing (PCI Compliant)

(  Appointment Setting/Reservations

(  Lead Generation & Verification www.infinitysupport.com Infinity Support Group (ISG)

Cost Reduction

•  Employee Benefits, Health & Unemployment Insurance.

•  Payroll Taxes & Expenses.

•  Rental Space to house your Agents.

•  Telephony & Bandwidth Costs.

•  Hardware Expenses (Computers, Phones, & Headsets).

•  HR & Hiring Costs.


English & Spanish Support

•  Composed of Dedicated and Experienced Call Center Managers and Agents.

•  Recruit and Hire according to your Specifications and Needs.

•  Low employee turnover which reduces on training costs.


Hours of Operation

•  6am (EST) – 6pm (PST)

•  Nights & Weekend Coverage.

•  Including Public Holidays. (Labor Day, July 4th, Thanksgiving etc..).


Company Structure

Corporate Team Los Angeles, CA.

Manila & Costa Rica Account Managers, Operations

Manager & HR.

On-Site IT Team Manila & Costa

Rica.

On-Site Management

Team: Account Supervisors, QA & Team Leads.

Your Dedicated Agents


Employee Recruiting

•  In Manila ISG is located close to 5 top Universities which we recruit from (Arellano University, University of Asia and the pacific, Pamantasan, Rizal Technological University and Pateros Technological University).

•  In Costa Rica we are located in San Pedro, San Jose across from the University of Costa Rica.

•  Due to work force demand, ISG only hires agents who have completed at least 1yr of college coursework, some work experience and must speak and type fluent English.


Quality Management & Agent Development

•  Our management team have all been with ISG for a minimum of 5 years and joined us with previous years of management experience.

•  Supervisors & QA are always seated close to the team they supervise.

•  ISG is a strong believer of promoting within. Our Team Leads (TLs) are top-performing agents promoted to the TL position. We use it as a motivational tool.


Training & Agent Placement

•  Average training runs for 1 - 2 weeks. This depends on the complexity of the project.

•  Agents begin with Orientation as well as Client’s Company Policies & Procedures.

•  Learning Production Metrics & Tools.

•  Project Rules and Techniques.

•  Listening to call examples & QA Mock Call Training.

•  Agent Soft Launch as Trainers and QA Team listen in to provide guidance and corrections.


Cutting Edge Technology

•  Asterisk 1.8 all residing on Dell servers.

•  Cisco Routers.

•  VOIP via SIP Trunks to deliver calls to our agents.

•  G729 Audio data compression.

•  20 Mbps Bandwidth with Uplinks go through Fiber and Copper into the building.

•  We can create and deploy client specific IVR/ACD.

•  CTI technology for desktop pop up scripts.

•  Digital Call Recordings of all calls and can be uploaded to any designated FTP.

•  Windows based Desktop computers.


Technical Redundancy & Disaster Recovery Plan

•  For minor network outages, ISG has 2 redundant Uplinks. We can make the switch and be back up and running usually in 15 - 30 seconds. Systems and data are also backed up regularly.

•  If there is a power outage due to typhoons or flooding, our building is the only building in Metro Manila to have a diesel generator. It can be left running for up to 30 days. Fortunately we have never encountered an outage that has lasted more than a few hours. All systems are on local UPS so there is never a system outage while generators are switched on.

•  In case of flooding, major storms or any other disaster that would hinder an agent from going home and returning to work the very next day, ISG houses all agents in nearby hotels to ensure they are able to return to work at no additional cost to the client.

•  We also provide and train backup agents that are of no added cost to the client to fill in for agents that may be on vacation or may have called in sick.

•  Current employee turnover rate is at 21% (Industry standard is 70%). We consider our agents as family.


Our Operational Footprint: Manila

•  Located in one of the most prestigious high-rise structures in Pasig City, Metro Manila’s financial district on the 16th & 20th floor, ISG’s 15,000 square feet facility houses 240 web-enabled agent workstations, a dedicated training room and state of the art meal & break room.

•  Operationally, each client program is managed in a dedicated work area allowing us to promote both client affinity and confidentiality.


Our Operational Footprint: Costa Rica

•  Located in the growing metropolis of downtown San Jose, Costa Rica our 8,000 feet facility houses 215 web-enabled agent workstations, a dedicated training room and state of the art meal & break room.

•  As a result of our proximity to Costa Rica’s #1 university, we are able to attract and hire college- educated bilingual English/Spanish speaking talent.


Sample Client List


We hope to win your business and look forward to speaking with you soon.

Sincerely, John Andrew

[email protected] 714 W. Olympic Blvd, Suite 604

Los Angeles, CA 90015 Tel: 310-770-8392

Infinity Support Group Inc Company Overview

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