Capabilities
PeopleOur primary objective is to provide highly qualified, reliable, and motivated Research Team delivering maximum productivity and quality results to our clients.
Recruitment
Our number one business philosophy is to invest in superior compensation and benefits to attract stellar performers who can help us achieve optimum business results. Our senior management team is exposed to over 20 years of BPO operational experience, equipping us with in-depth skills in the recruitment, training, and maintenance of competent team members.
Training
In addition to project-specific discipline sessions, Infinit-O provides extensive foundation training to all team members upon joining, and on an on-going basis. The foundation training includes the four CS’s: core skills, computer skills, customer service, and communications skills which we have identified as critical to the success of all our assignments.
Performance Management
Infinit-O implements a Performance Management System (PMS) that aligns all team members with each of our client’s objectives. Our PMS program is comprised of semi-annual planning and review sessions completed jointly between the team members and their immediate superiors. Assessment is comprised of Key Result Areas, Key Performance Indicators, Targets, Core Competencies, and Functional Competencies.
Values Alignment
Infinit-O provides soft skills training to our staff to ensure that our business vision and values conform to a high code of moral standards and business ethics. Our unique Infinit-O Value System™ acts as a critical mechanism to reinforce our strategic goals and values throughout the organization on a day-to-day basis, enabling all our team members to “live the values”.
Technology
Infinit-O invests wisely in a technology infrastructure that employs proven open standards to bolster a highly cost-efficient, yet reliable, flexible, and secure framework.
Our technology spend per member is approximately 60% of the industry average. We re-invest our technology savings in providing superior compensation and benefits to our people, and additional security measures to ensure all client information is kept secure and confidential at all times.
Hardware
For member workstations, we use cost-efficient desktops with short maintenance turnarounds and low maintenance costs, which are easily upgradeable. Our desktops are of standard specifications and are free of unnecessary peripherals, such as disk drives and multi-media speakers.
Software
Infinit-O utilizes cost-effective, easily maintainable software resulting to superior performance of the application systems. Clients are not asked to change, upgrade systems, or invest in document management solutions in order to outsource. We leverage their investment in their technology by creating an environment where our offshore teams are able to access their applications and their stored data, without disrupting their system. When clients upgrade systems, we collaborate with outside vendors on partnerships to design, test, and implement new applications.
Networking
Our objective is to design and implement a network that is efficient, functional, yet simple that meets the highest security standards. Clients are supported by a sub-network with separate data switches, router/firewalls, and internet connections. Last mile connection carriers may also vary, thus achieving total redundancy with no single point of failure.
Security
Infinit-O acknowledges the need and has taken steps in ensuring the safeguard of confidential information.
Facility
- 24X7 Security personnel manning our office.
- Fingerprint Biometric Authentication.
- 24X7 Security camera.
Hardware
- Disabled disk drives.
- Locked storage facilities.
- Assignment of unique user IDs.
- Change of passwords every 30 days.
Software
Assignment of unique user IDs.
Change of passwords every 30 days.
Process
- ISO 9001:2000 certified.
- Policies and procedures covering access to information.
- Table of Offenses includes punishment for violation of policies and procedures covering access to information.
- Backup and Disaster Recovery Processes.
- Consistent Internal Vulnerability Audits.
People
- Employees sign a confidentiality and non-disclosure agreement.
- Employee Obligations.
- Conflicting Employment.
- Confidentiality and Non-Disclosure.
- Application Usage.
- Right to Inventions.
- Conflict of Interest.
- Remedies.
- Surety.
Quality
Infinit-O provides their clients with high levels of quality management procedures owing to operational management’s experience of administering large scale, complex BPO programs.
We set high initial quality objectives and work with our clients to continuously improve quality metrics by implementing our best practice processes with respect to ISO 9001:2000, Six Sigma methodologies, and Service Level Agreements.
ISO Management System
Infinit-O applies the ISO 9001:2000 quality assurance and improvement standard throughout the company. ISO standards are implemented to guarantee that all team members comply with a consistent set of standards to assure quality levels.
Six Sigma
In addition to ISO, Infinit-O applies the Six Sigma methodology of DMAIC to immediately and comprehensively identify the root cause of any problems and consequently take corrective action. This disciplined statistical approach provides continuous performance improvement which may be incorporated into the operations manual for more complex outsourced projects.
Service Level Agreements
Infinit-O will design and agree with clients a range of Service Level Agreements that form the basis of performance measurement and evaluation between both parties. It also allows for proactive problem solving and performance enhancement over a period of time. For example, SLA’s could include a number of contacts validated per day, accuracy rates, turnaround time, delivery as per agreed schedule, etc.