The InfoCision Difference
How our expert Communicators set us apart

The InfoCision Difference is everything we do to ensure – above all else – that we provide our clients with the highest quality products and services and a higher ROI.  One way we achieve this is by employing mature, professional Communicators, not TSRs or agents.  We call them Communicators because they communicate with our clients’ donors and customers, building lasting relationships. 

In everything we do, from the hiring process to training, we maintain a talented call center staff.  Communicators are assigned to campaigns based on their affinity for the company or organization.  Rather than just going through the motions, our Communicators want to make a difference for the clients they serve.  This natural affinity is polished through program-specific training – one full week of which is spent in a classroom before new hires are moved into the call center environment. 

In the hiring process we make sure applicants have the knowledge, ability and experience necessary to perform the job.   We do this by testing their reading abilities, manual dexterity, and their communication, retention, physical and relating skills.  Once an individual has proven he or she can meet the high standards we have set for the performance of our call centers, a comprehensive training course is required.

In the initial training, Communicators learn about the history of InfoCision, procedures and fundamentals and what is expected of them.  For the next two weeks of their training they are grouped by teams and begin making calls under the supervision of a training specialist.  This allows any questions or concerns Communicators may have to be immediately addressed.  For the fourth week of training, Communicators begin making calls under the guidance of a program supervisor.

Training continues with three additional classes to integrate Communicators into their new job.  They attend a pay and benefits class, a QSA class that describes how we measure quality and the areas in which they will be evaluated and an objection-handling class.  In addition, they go through program-specific training for each client. 

Communicators receive extensive training on the clients they will be serving.  The training for each program is different depending on the client, but the goal is the same – to make each Communicator a direct extension of the organization for which they are taking or making calls.  Through program-specific training Communicators learn about the organization’s history, mission and values and the donors or customers with whom they will be speaking. 

InfoCision’s Communicators provide itsclients with the highest overall results.  We also have extremely high retention rates.  With highly professional, skilled and experienced Communicators taking and making your calls, we know we can provide you with the highest possible ROI.  Our Communicators are experts on your campaign and it is because of them that we have had 25 years of success. 

Back to Issue 3 / July 2007