Infinity Support Group is an outsourced contact center provider with nearly 400 agent stations across the Philippines and Costa Rica. They offer customized multi-channel support solutions across industries like e-commerce, telecom, and health and wellness. ISG prides itself on its boutique management style and ability to exceed client expectations through a dedicated employee culture and strategic site locations that allow them to attract and retain high quality personnel.

1. Infinity Support Group
Driving Increased Client Profits with Quality Service

2. 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)

3. 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

4. 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
www.infinitysupport.com Infinity Support Group (ISG)

5. 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.
Infinity Support Group (ISG) www.infinitysupport.com

6. 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.
www.infinitysupport.com Infinity Support Group (ISG)

7. 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
Infinity Support Group (ISG) www.infinitysupport.com

8. 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)

9. 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.
Infinity Support Group (ISG) www.infinitysupport.com

10. 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.
www.infinitysupport.com Infinity Support Group (ISG)

11. Hours of Operation
• 6am (EST) – 6pm (PST)
• Nights & Weekend Coverage.
• Including Public Holidays.
(Labor Day, July 4th,
Thanksgiving etc..).
Infinity Support Group (ISG) www.infinitysupport.com

12. 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
Infinity Support Group (ISG) www.infinitysupport.com

13. 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.
www.infinitysupport.com Infinity Support Group (ISG)

14. 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.
Infinity Support Group (ISG) www.infinitysupport.com

15. 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.
www.infinitysupport.com Infinity Support Group (ISG)

16. 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.
Infinity Support Group (ISG) www.infinitysupport.com

17. 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.
Infinity Support Group (ISG) www.infinitysupport.com

18. 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.
www.infinitysupport.com Infinity Support Group (ISG)

19. 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.
Infinity Support Group (ISG) www.infinitysupport.com

20. Sample Client List
www.infinitysupport.com Infinity Support Group (ISG)

21. We hope to win your business and look
forward to speaking with you soon.
Sincerely,
John Andrew
johnandrew@infinitysupportgroup.com
714 W. Olympic Blvd, Suite 604
Los Angeles, CA 90015
Tel: 310-770-8392