Call Center Spotlight on InfoCision: Twenty-Five Years of Excellence

By Emma Schwed

InfoCision Management Corporation celebrates its twenty-fifth anniversary this year. When Gary Taylor founded the company in 1982, his goal wasn’t to be the biggest teleservices firm in the world – only the best. A quarter of a century later, this same philosophy holds true and has set InfoCision apart from its competitors.

The Akron-based firm is a leading provider of call center solutions specializing in political, Christian, and nonprofit fundraising, as well as sales and customer care. It also provides innovative business-to-business and business-to-consumer solutions to Fortune 500 companies. Unlike other teleservices companies, InfoCision doesn’t refer to its call center employees as TSRs or agents. It calls them “Communicators,” because they build lasting and valuable relationships. With 3,500 employees in thirty state-of-the-art call centers in three states, InfoCision strives daily to make sure clients feel great about the Communicators taking and making their calls and to create an environment in which people enjoy coming to work.

Unique Approach to Clients: For the past twenty-five years, InfoCision has built its reputation on quality. However, achieving this reputation has not been easy. Each program is designed to meet an individual client’s needs. The innovative marketing techniques are crafted and carried out with careful thought, strategy, and attention to detail by a dedicated account team.

InfoCision even goes as far as matching Communicators who have a specific interest in a client’s goals to a program. This ensures that the client is getting the best person on the phone who will provide its customers or donors with the care and attention they deserve. InfoCision employs mature, professional Communicators who receive program-specific training so they become experts on the clients who they make and take calls for. Additionally, the company designed its call centers to be smaller than any others in the industry in order to create an intimate work environment that is competitive, yet team-oriented. InfoCision also has a standing promise to its clients not to take their business offshore. The firm believes that only Communicators here in America can truly understand the regional and cultural nuances of its clients’ customers and donors.

In addition to providing its clients with the highest quality products and services, InfoCision believes that it is their’s – not the clients’ – primary responsibility to meet all state and federal requirements. With a dedicated regulatory compliance team and state-of-the-art technology, InfoCision ensures that a campaign is one hundred percent compliant with all state and federal laws. The company has never had a federal Do Not Call (DNC) violation.

Giving Back to the Employees: InfoCision not only provides top-quality dedication to its clients, but to its employees as well. The company’s philosophy is that a happier employee is a better employee, and it knows that its employees are the heart and soul of its business. Therefore, employees are treated with the respect and appreciation they deserve. Prizes such as cash, televisions, iPods, and even cars are regularly awarded to top performers. Employees who have consistently exceeded company standards are recognized at monthly “Employee of the Month” ceremonies at each location. In addition, InfoCision has a Hall of Fame for employees who have been named employee of the month more than once.

Not only does InfoCision maximize each employee’s job satisfaction with training, encouragement, development, and recognition, but also through the unique programs it has implemented to keep employees happy and healthy.  InfoCision has made a determined effort to create an environment where people enjoy coming to work. This shows through the many programs it has instituted to help employees become healthy in a convenient and cost-effective manner.

The company has added on-site fitness and wellness centers at many locations that provide employees with an easy and affordable way to stay in shape. In addition, many locations have started fitness programs that provide employees with the knowledge and support needed to live a healthier life. InfoCision even offers health fairs with free health screenings to keep employees informed and educated about their health. A free tobacco cessation program has also been implemented to help employees kick the habit. This program includes free nicotine replacement therapy.

Along with providing fitness and wellness centers at many locations, InfoCision has also hired an on-site physician. The physician has a state-of-the-art, on-site doctor’s office and can provide the same services as a traditional primary care physician. Employees who are covered under InfoCision’s health insurance (and even those who are not) can see the corporate physician. The co-pay for InfoCision-insured employees is $10, and all others pay $30. This provides employees and their family members with a convenient way to see the doctor for a reduced co-pay charge. Most recently, InfoCision began offering subsidized daycare in order to give employees and their families an easy and affordable way to receive childcare.

InfoCision’s commitment to its clients and employees is unique. The company highly regards each and every individual and does whatever it takes to provide an environment where people enjoy and find fulfillment in the work they do. This satisfaction is reflected in the unrivaled results it achieves and the services it provides for its clients. These simple principles of operation apply to employees and their interactions with each other, clients, vendors/partners, and anyone else they come in contact with. These values are what InfoCision is all about and what make it unique.

[From Connection Magazine Jul/Aug 2007]