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Brand and culture immersion
Do you want an outsourcing partner capable of reinforcing your brand?

Our CSRs are specially trained to develop an understanding of your company and its brand promise-creating a seamless experience so customers are unable to distinguish your call centers from ours.

Proven CSR coaching model
Are your CSRs coached to deliver consistent, high quality performance?

The Afni CSR coaching model instills behaviors linked to long-term customer satisfaction. Customer-validated and constantly re-calibrated, this model ensures we meet or exceed the satisfaction levels generated by your internal call center.

Balanced performance scorecards
Do you have a way to measure the impact your CSRs have on customer satisfaction-and the capability to intervene before customers are lost?

We'll assess performance by project, program, individual or team-so you can modify activities, scripts, training and behavior accordingly. These metrics will help improve satisfaction ratings while making sure your initiatives are having the desired impact.

Save and retention outsourcing
Do your CSRs have a plan for saving customers who call in to disconnect?

We'll analyze what's happening on disconnect calls-and develop a strategic program to save them. Our Special Save Centers use a combination of trained CSRs and proven incentives to improve save rates by as much as 400 percent.

Disconnect recovery program
Do you consider disconnected customers a lost cause-or do you have a program in place that encourages reconnection?

Our proven Revenue Assurance program will improve your delinquent recovery rates while freeing your agents for other revenue-generating and customer care interactions. Inbound calls are automatically routed from your call center to our automated payment system.

To learn how Afni can increase customer satisfaction and retention, contact us.

Increase customer satisfaction and retention

Maintain and improve customer satisfaction during collections