InfoCision continues to set standard for call center quality with 20th consecutive MVP Quality Award
April 2, 2013
InfoCision Management Corporation was recently honored with its twentieth consecutive MVP (Marketing Via Phone) Quality Award from CUSTOMER magazine; and continues to be the only company to be honored every year since the award’s inception in 1993.
“We could not be more proud to be the only company to win the prestigious MVP Quality Award for 20 consecutive years,” said InfoCision CEO Craig Taylor. “I certainly want to thank everyone at CUSTOMER for this honor; but mostly I have to thank all of InfoCision’s amazing employees. It is their dedication and excellence that has allowed us to achieve our outstanding, continuous quality.”
The award honors leading teleservices companies that display the greatest dedication to providing high-level quality assurance procedures and technologies, client service, customer satisfaction and employee training and engagement.
Broad scope of quality
InfoCision’s entry focused on a case study displaying its broad commitment to quality in technology, client service and people. The client, a national premium television provider offers customers an easy way to transfer service to a new residence by submitting an online form. Before InfoCision was involved, it took an average of 48 hours to call customers back to verify the information. By implementing InfoCision’s innovative Rapid Response Routing (R3) technology, highly trained Communicators and dedicated account staff, the average callback time was reduced to less than three minutes while customer service levels soared.
High quality people drive high quality results
In addition, InfoCision’s dedication to employing the highest quality telephone agents in the industry comes through in its results for clients. The company looks for more mature, career-minded workers, and engages them by offering a strong, family-friendly compensation package and a host of amenities to help make their busy lives easier. The average age of InfoCision agents is 42, their average length of service is four years; both very high figures in the call center industry. The company’s retention rates are industry-best 92 percent.
The complete list of 2013 MVP Quality Award winners can be found in the March 2013 issue of CUSTOMER magazine.
Our clients are the household names most consumers know and depend
on. As a leading provider of contact center solutions, we serve many
verticals from technology to health care to financial services to
pharmaceutical and telecommunications, as well as providing inbound and
outbound marketing for nonprofit, religious and political organizations.
No matter what market, we help establish brand, build customers, create
marketing strategies and integrate teleservices into the marketing mix.
Our customized core solutions can be deployed individually or combined
to create a multichannel strategy that includes inbound and outbound
teleservices, direct mail, fulfillment, email, Ecommerce, and business
intelligence to name a few. Founded in 1982, InfoCision employs more
than 4,000 in 35 call centers throughout Ohio, Pennsylvania, and West