Inbound Sales

Dedicated Account Executives, with the right industry experience and demeanor to be successful,
are the backbone of your inbound sales campaigns. Designed as an extension of your business,
we help build the necessary and seamless touch points for your customers.

Inbound Routing & KPIs

Our system is flexible and uses best-in-class methodologies and technology.

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Call
Queuing

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Smart Call
Routing

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Call
Monitoring

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Integration (CRM, Ticketing System)

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Infinity has expertise meeting and exceeding
expectations with all inbound KPIs including:

  • Service Level
  • Average Speed Answer
  • Average Handle Time
  • Average Wait Time
  • Abandoned Call Rate
  • Average Time for Call Return
  • First Call Resolution
  • CSI & NPS
  • Employee Satisfaction

Inbound Experience & Results

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Technology

Industry leading technology company that specializes in internet-related services and products, which include online advertising technologies, a search engine, cloud computing, software, and hardware.

Infinity’s Solution:

  • Provided global concierge service
  • Supported over 20 products & services offered by client
  • Redirected leads to sales funnel or provided support

Infinity’s Results:

  • Answered over 2.3MM calls annually
  • Generated $3MM in revenue annually
  • CSI rating of 96.45%
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Credit Reporting

One of the largest consumer credit reporting companies worldwide.

Infinity’s Solution:

  • Retention and customer support for VHR (vehicle history report)
  • Answered calls from auto dealers
  • Seamless integration with client’s global services

Infinity’s Results:

  • Answered over 380,000 calls annually
  • Successfully saved over $25MM in recurring revenue
  • Generated $8.5MM in upsell revenue
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Roadside Assistance

One of the country’s largest full-service roadside assistance administrators.

Infinity’s Solution:

  • Handled all call types, ranging from basic call transfer to full dispatch service
  • Supporting national footprint

Infinity’s Results:

  • Increased call volume handling to over half a million calls per month
  • Reduced AHT from 12 minutes to under 10 minutes
  • Improved service level from 50% to over 80%
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Marketing

Leader in outcome-based marketing, partnering with the world’s top brands.

Infinity’s Solution:

  • Handled over 35 unique clients and call types
  • Increased headcount by over 300%, as a result of our performance

Infinity’s Results:

  • Answered over 750,000 calls annually
  • Increased service level and CSAT KPIs
  • Scheduled over 238,000 sales and service appointments

Related Services

In the age of the digital consumer, we help you pique interest, elevate experience, nurture leads, make sales, reduce churn and grow customer
brand affinity with our CX driven engagement services and solutions – that support throughout the entire customer lifecycle.

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