Insight Group

Our Company

Driven by core values, strategic objectives, and commitment to excellence.

Governance

Corporate Governance

Insight's Corporate Governance is driven by the core values, the strategic objectives, and code of conducts established by our Board of Directors. Our executives, directors, managers, and employees abide by these values and objectives to comply with all regulatory requirements of the markets we serve.

Corporate Governance

Zero-Tolerance Programs

Mandatory compliance sessions across the organization

  • Fraud Waste and Abuse
  • Ethics and Compliance
  • HIPAA Security and Privacy
  • Security Awareness
  • CNPI and FDCPA Sessions
Quality

Service Quality & Assurance

Our Quality Processes takes into consideration not only the Agent Performance but includes elements to evaluate Business Intelligence and Performance.

Service Quality

Agent Performance

Comprehensive evaluation of individual agent effectiveness and customer interaction quality.

Business Intelligence

Data-driven insights to optimize operations and strategic decision-making processes.

Performance Metrics

Continuous monitoring and measurement of service delivery against established benchmarks.

Analytics

Reporting

Insight can develop tailored reports to access from any device.

Reporting

Historical Reports

Comprehensive data accessible anytime, anywhere

Contact Center KPI's
Customer Satisfaction Index (NPS Score)
Outbound & Social Media Interactions
Loyalty & Retention Efforts
Employee Experience - 360 Strategy

Talent Building

Talent Building

Performance Based Incentive Programs

Mentoring & Benefits Programs

Empowering Agent Training

Wellness Offerings

Personal Development & Insight U

Social Responsibility

Recognition and Rewards System

Motivational and Team Building Dynamics

Resilience

Operational Continuity and Disaster Recovery

TELECOM

  • Multiple Telco Carriers
  • SD-WAN Solution
  • Fortinet firewall cluster redundancy
  • Security improvements MPLS with DR facilities

DATA CENTER

  • Liberty Data Center
  • AWS
  • SAEE18 & SOC2
  • PCI Compliance
  • Contact Center Platforms
  • Internet Redundancy

FACILITIES

  • PR and DR and Colombia Operations
  • 24/7 Surveillance
  • Visitors Access Controls
  • Network Security Alarms Monitoring

PROCESS

  • BCP and DRP Tested Annually
  • Cloud HR and Financial Systems
  • IT & Operational policies updated annually
  • Key Resources at various locations
  • Critical Vendors Support

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