Whether improving the performance of a single agent on a specific campaign, or transforming the operational processes that underpin all client projects, data is needed so that managers can take informed decisions.
The questions are: What data should be collected? And how should it be organised and presented?
Infinity Desktop – as the central system through which all customer contacts are managed – is able to capture the data you need, whether quantitative – SPH, AHT, NPS – or qualitative – customer, QA and supervisor comments.
Supervisors, QA staff and management can quickly configure reports using a simple drag n drop interface, drill into multiple levels of data, and cross-reference data sets, all in real-time.
Your operations and insight teams can then use the information gleaned from these reports to drive performance and transformation.
The reporting capabilities of the Infinity Platform allow you to:
PRESENT DATA TO THOSE WHO NEED IT
Capturing data is one thing, but it is only useful if it can be presented to the right people, at the right time, and in a format they can make sense of. Infinity’s built-in, fully customisable reports and dashboards – many of which are available in real-time – allow agents to monitor their own KPIs, supervisors to check those of their teams, and managers to review the performance of individual client projects or the whole business at any level of detail.
DRIVE OPERATIONAL IMPROVEMENT
Infinity captures data from every customer interaction and provides you with management information to run your operation, and business information to improve it. When integrated to CRM systems or customer databases – yours, ours or those of your clients – Infinity becomes a consolidated source of operational and customer experience data that will enhance your reporting capability and allow you to make informed change recommendations to your clients.
GAIN TRANSFORMATIONAL INSIGHT
These days, your clients increasingly expect you to transform the programmes they’ve outsourced to you by improving their commercial performance, making them more efficient, and ensuring they remain at the cutting edge of customer management. To meet those expectations you need to innovate constantly and look beyond short-term operational concerns. The Infinity Platform enables you to gather the consolidated data, both quantitative and qualitative, that delivers business insight and supports long-term transformation.
RETAIN CLIENTS AND MAINTAIN MARGINS
Showing that you keep your performance promises is the key to winning and retaining clients. Whether it’s meeting operational targets, achieving exceptional customer experience scores or boosting wallet share and advocacy, you’ll be able to set up KPIs and demonstrate that you meet them. All data collected by Infinity can be used to improve performance and increase efficiency, helping you deliver the kind of high-value performance that justifies a premium price.