1. Will telephone marketing interfere with my direct mail results?
2. Are your facilities local, or will I have to deal with foreign-operated call centers?
3. Do-not-call legislation is confusing, and I don’t like to take chances. What guarantees do I have with InfoCision?
4. I’m looking for a long-term teleservices partner, and so many companies have a high rate of agent turnover. What is InfoCision’s average agent tenure?
5. I’m concerned about paying for call center inefficiency that I can’t control. How is InfoCision different from other call centers?
More FAQs...
1. Will telephone marketing interfere with my direct mail results?
Not with InfoCision. We've proven time and again that a follow-up call to a direct mail campaign almost always yields better results. A direct mail piece alone is a one-sided conversation. Virtually no interaction takes place before a customer decides to respond. Phone calls reinforce your message with live Communicators who can respond to objections, answer questions and verbally persuade the thousands of fence sitters who would not have responded without the additional contact. This makes the follow-up call a valuable compliment to a direct mail campaign.
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2. Are your facilities local, or will I have to deal with foreign-operated call centers?
Each of InfoCision’s 37 call centers is located within the United States and within driving distance of our headquarters in Akron, Ohio. All centers are InfoCision-owned and -operated, and the close proximity allows even our most senior management to be on-site at a moment’s notice.
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3. Do-not-call legislation is confusing, and I don’t like to take chances. What guarantees do I have with InfoCision?
InfoCision has always taken the position that we, not our clients, are primarily responsible for meeting the requirements of state and federal laws. We comply fully with all applicable laws and regulations, including the FCC's Telephone Consumer Protection Act (TCPA) and the FTC's Telemarketing Sales Rule (TSR) and we have a dedicated legal compliance department to ensure adherence to these standards.
Our regulatory compliance department ensures compliance with the federal, state and local regulations imposed on the call center industry. These experts are directly involved with legal risk management efforts affecting the business strategies for InfoCision’s clients.
InfoCision has also retained the law firm of Copilevitz & Canter for telemarketing regulatory compliance issues for more than a decade. Our diligence in this area has prevented us from ever being the subject of regulatory action relating to state or federal regulations associated with telemarketing.
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4. I’m looking for a long-term teleservices partner, and so many companies have a high rate of agent turnover. What is InfoCision’s average agent tenure?
The average tenure of our Communicators is 3.5 years. However, we have experienced double-digit growth in the past five years and opened several new call centers. As a result, we have hired many new Communicators, which brings down our company-wide average tenure. In our more established contact centers, the average tenure is 4.5 years.
After hiring, all of our Communicators participate in a four-week training program. Our retention rate for Communicators who have completed training is 90 percent. Our turnover rate for trained Communicators is typically about one third of the national average.
InfoCision attributes its low attrition to our strict selection process, a tight management-to-Communicator ratio (1:7) and an extremely competitive compensation package.
If you are looking for a credible, stable and mature telephone representative, look no further than InfoCision.
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5. I’m concerned about paying for call center inefficiency that I can’t control. How is InfoCision different from other call centers?
Our call-blending technology allows us to create highly efficient, dedicated centers for our clients. This state-of-the-art technology enables us to maintain industry-best service levels without creating inefficiencies in our workforce. When inbound productivity dips, even for an instant, outbound calls can be automatically interspersed with inbound calls to keep our Communicators optimally productive at all times. This technology also allows us to blend sales and customer care campaigns.
Our platform also includes skills-based routing for inbound, outbound or blended interactions. For example, a consumer sales group that is dedicated to a specific client can be staffed with enough people to ensure that inbound service-level goals are exceeded. We can keep this group busy at all times by providing them with outbound work when inbound volume dips. When the Communicator logs in, the system knows his/her skills and routes the work automatically. Inbound calls always take the priority. This allows us to run at over 80 percent utilization with service levels exceeding the benchmark of 90 percent of calls answered in fewer than 10 seconds.