Choosing a Contact Center Partner: Why Experience Counts

Understanding organizational limitations is a crucial requirement for a successful executive. If you’ve determined that your organization needs some outside assistance from a multichannel marketing partner to boost your contact center services ROI, you probably did so with the understanding that operating a call center is not among your core competencies.

You won’t have any shortage of options out there as you look for potential partner organizations: So how do you make a decision? As in any business relationship, vetting the vendor to determine how successful it’s been previously is always a good idea.

In the contact center space in particular, taking a close look at an organization’s history is crucial; the industry has and will continue to evolve quickly, so it’s important to know that a potential partner has been able to successfully adjust to new trends and technologies through the years.

In addition to adjusting to the industry as a whole, contact center services vendors with a history have had time to refine their hiring, training and quality assurance best practices. For instance, InfoCision provides exceptional Communicators—rather than merely call center representatives. These professionals are more than agents; they become true brand ambassadors for your business after receiving several months of training on your specific messaging. In other words, Communicators feel more like your own employees rather than outsourced workers.

Now you may be asking: “Does experience alone ensure a partner will meet my needs?” The answer is no, but an experienced partner with a proven track record of excellence and success guarantees a partner will do right by your organization. So be sure to do your homework before you sign on the dotted line.

If you’re interested in learning more about InfoCision’s history, click here.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.