Fully managed customer support at Influx: the key to superior service

Imagine customer support that’s as responsive and dedicated as your own team but without the overhead. At Influx, we bring this vision to life.

Our team is filled with talented, ambitious, and hard-working people. We utilize aptitude tests to expertly match our support agents with opportunities, connecting them with businesses like yours based on their expertise. Once the right people are in the right place, we empower them with robust management layers that oversee performance, ensuring exceptional service every step of the way.

We have built support teams for more than 300 high-growth brands across the US, Australia, and Europe. Our service offers many benefits: flexibility, scalability, speed to launch, no lock-in contracts. But in this blog, we’re covering one specific benefit—fully managed support.

Influx’s fully managed support allows your team to focus on growth while we maintain high standards across all customer interactions.

What does “fully managed” mean?

At Influx, “fully managed” support means providing a comprehensive, end-to-end customer service solution tailored to meet the specific needs of your business. We not only vet and supply skilled agents, but also oversee their continuous training, performance monitoring, and management, so you don’t have to.

Businesses often outsource with us for a myriad of reasons like supplementing their existing team, clearing a backlog, adding out of business hours coverage, or establishing a complete customer service operation. In every scenario, effective management is crucial for maintaining high performance.

Influx management extends across time zones, meaning we require a management team in each region to assist in overseeing agents.

Our fully managed service helps to improve efficiency and reduce overhead for clients. It’s how we’ve helped brands like Meshki reduce their internal workload by 85%.

Partnering with Influx has helped us take a majority of ticket load volume off our internal team, all while delivering excellent customer experiences. For us, one of the best benefits is their recruitment and management of awesome agents. Influx’s quality of work and positive attitude is the perfect solution to provide that first line of support for our customers.

- Isaac Byers, Customer Service Manager at Meshki

Boost efficiency with a two-tiered performance management system

When you hire Influx support agents, we provide the tools and supervision to monitor performance and keep the team on track. We use two levels of performance management to improve autonomously:

1. Local managers - Each agent reports to a local manager who conducts weekly one-on-one meetings to keep the team motivated and aligned with your service standards. This close supervision swiftly identifies and addresses any issues.
2. Brand-specific managers - A dedicated customer experience (CX) manager focuses on your brand’s unique needs, providing specialized training, QA, and performance reviews. Brand-specific managers guarantee that agents are well-versed in your brand’s voice and policies to deliver a consistent, high-quality customer experience.

These management types have been set in place to improve response quality, coverage, and channel ownership. Utilizing these two levels, Influx ensures that your outsourced customer service team operates at peak performance.

Predict headcount with workforce management

Another important aspect of Influx’s fully managed support is workforce management.

Customer support demand often fluctuates throughout the year, but customers expect a consistent experience regardless of the season. To keep your customers supported and ensure you have the right agents with the right skills in the right place at the right time, Influx provides workforce management.

Workforce management involves:

• Forecasting demand - We analyze historical data and predict future trends to anticipate the volume of support inquiries. This helps in planning the number of agents required at any given time.
• Scheduling flexibility - We design agent schedules so that not only the right people are rostered and showing up, but also active and available to answer support requests.
• Skill matching - We align agents with the necessary skills for the right roles, ensuring that each customer inquiry is handled efficiently and effectively.
• Continuous monitoring - We track real-time metrics to make any necessary adjustments quickly, maintaining high service levels even when unexpected changes occur.

We tailor our workforce to match your support volume. In doing so, we help you maintain a high standard of customer support, reduce costs associated with overstaffing or overtime, and improve customer satisfaction with timely and effective responses to inquiries.

Our proactive workforce management means your support operations are always prepared for whatever comes next, keeping your business agile and responsive.

Maintain quality with QA

Efficient and effective service leads to higher levels of customer satisfaction which helps retain customers longer.

Quality is a critical aspect of customer support outsourcing and a major benefit of our service. Part of our fully managed support includes quality assurance (QA) to monitor the quality of our agents’ responses, aligning them with service standards and your expectations.

Influx’s commitment to QA is consistent and thorough, with reviews occurring as frequently as once a week for complex projects. The way we handle QA is deeply influenced by your objectives and preferences. As a flexible aspect of our service, the QA process is subject to discussion with you during training and undergoes continuous review.

As part of our standard business processes, the Quality Assurance team looks for any performance issues and, if needed, develops a plan to enhance the performance of any underperforming agents. This added layer of QA guarantees that your customers receive the best possible support, ultimately contributing to your business’s success and growth.

Our QA is one of the reasons we’ve helped businesses like Brand Access earn a 95% customer satisfaction score (CSAT), significantly outperforming the 75-85% eCommerce CSAT benchmark.

Brand Access supports clients with a lot of moving parts, so having a complete customer support solution is a requirement. Influx provides a dedicated team with excellent communication skills and a Team Leader that positively influences the agents they manage.

- Alexandra Leone, Customer Success Manager at Brand Access

Get flexible, fully managed support

Take the headache out of hiring with global support teams fully managed by us. Our end-to-end management system helps us hire, onboard, train, and scale teams quickly to save you time and money.

Our services range from live chat support, email support, voice support, and more. Make your support operations fast, flexible, and ready for anything with experienced support teams working on demand. Get a quote now.