Enterprise & large-scale

Keep your customer #1, at scale. Our Enterprise team drives best-in-market productivity, with high-performance teams that achieve perfect brand & culture fit.

Flexible capacity with improved Response Times, First Touch Resolutions, CSAT and NPS.

Enterprise includes full management: dedicated workforce planners, trainers, recruiters, business analysts and infrastructure experts.

Directed by 30+ years of global enterprise experience.

TRUSTED BY ENTERPRISES GLOBALLY TO DELIVER CX EXCELLENCE

Putting the customer first, at scale

Everything we do is designed to put the customer first.

Only the top 1%

A 3 step recruiting process, an apprentice program, cognitive testing and client-specific evaluations gets you the best agents.

KPI visibility

Keep your finger on the pulse with closely-tracked customer KPIs like CSAT, NPS, FRT, AHT and more. Track sentiment with AI.

Quality assurance

QA teams review customer interactions, scoring them against tone, accuracy, and speed. With direct feedback, gaps are closed quickly.

Improves automatically

Continuously improve agent productivity

The dedicated workforce planning team ensures roster and agent productivity adherence, designing and reviewing hourly reports.

Weekly workforce planning meetings adjoin the Influx team with internal planning resources to make sure we’re aligned and to make sure we have the right roster in place for the coming two weeks.

Renardo, Team Leader, 6 yrs with Influx

Enterprise technology

Best-in-class infrastructure

Our leadership team has 30+ years experience using all the major phone system tools and CRMs including Genesys, Five9, Zendesk Voice, Freshdesk, Salesforce and Hubspot.

We can operate in your own phone system, or create a new infrastructure program that enables the agents, managers and executives to consistently meet customer targets.

We build reports in your own phone system or create our own if your phone system is limited.

Stephanie, Customer Support, 2 yrs with Influx

Grows with you

Start small (if you want)

Not ready to hire 20+ agents right away? Our service is flexible. Start with agents on demand or Support as a Service. Both services are available to launch in one week, with month-to-month pricing.

Once either of those services grows to 10-20 seats, we’ll start the conversations to switch to our ‘Enterprise’ team for custom workflow management, training, agent experience profiles and infrastructure.

Gabriel, Recruiter, 4 yrs with Influx

Shannon Vilmin
Vendor Operations Specialist, ClassPass

“We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members. We couldn’t have had such a successful Q1 without Influx’s help.”

Transforming the fitness industry, ClassPass has raised $285 million Series E funding in January 2020. Read the case study →

How enterprise works

The following is how we run onboarding for a large-scale operation (10+ seats). To launch faster, consider month-to-month agents or Support as a Service. Both of those services are ready to launch in one week, with month-to-month pricing.

Scoping call

Scoping call with one of our onboarding managers. Retrieve high-level view of how our service works and how it fits in with an existing operation.

Discovery meeting

Operational discovery meeting with our head of service delivery. Define team expectations, agent expectations and onboarding roadmap for a pilot program.

Proposal

Influx presents a custom proposal based on expectations and unique operating conditions.

Case studies

See how companies work with Influx to deliver flexibility and scale.

Read more client testimonials or case studies

Hire full-service teams on demand

Make your support ops fast, flexible and ready for anything with experienced 24/7 support teams working month to month.

Enterprise & large-scale

TRUSTED BY ENTERPRISES GLOBALLY TO DELIVER CX EXCELLENCE