Legal and Compliance – A Driving Force Behind High Quality

In the Call Center industry, some very complicated regulations and laws have been established at both state and national levels, in attempt to protect the consumer.  InfoCision employs expert legal counsel to ensure we stay apprised of new and updated regulations.  InfoCision is regulated by many entities – from individual Secretary of State offices to the FEC, and we strive to accommodate all regulations. We work directly with our IT, Governance, and Business Analytics teams to ensure we meet compliance standards, while continuing to make and take the highest quality calls in the world.

Our Legal and Compliance team represents 3 main areas of focus: contracts, compliance with telemarketing laws, and nonprofit/fundraising registration.

    • Contracts –  

      Any organization we do business with is required to have a contract.  We review all contracts to be sure that legal requirements are met and that InfoCision and client interests are protected.

    • Compliance with Telemarketing Laws –

      When it comes to compliance with telemarketing laws, we employ expert attorneys to ensure we stay up-to-date on any new regulations. We have many IT processes and procedures in place to ensure we are calling who we are allowed to call, at the appropriate times, and with the correct disclosures.

    • Nonprofit/Fundraising Registration –

      The third main essential piece of the department is nonprofit/fundraising registration.  Each state has its own set of regulations and requirements it demands from nonprofit organizations.  We are required to register as a professional fundraiser in 44 states.  This license gives us the ability to fundraise in the corresponding state but also comes with a series of requirements that we have to abide by in order to remain in good standing with the states.  This process typically requires us to submit any contract we sign with a nonprofit organization to the state and, in turn, report financials on the campaign.  This way, the state is aware of how much was raised and, of those funds, how much InfoCision and the charity received.

InfoCision has never aimed to be the biggest call center company in the world, just the best. Quality comes first to us in every facet of our business, and our Legal and Compliance practices are certainly a driving force in our ability to handle all calls in the best manner possible, achieving stellar performance and ROI for our clients.

Legal and Compliance – Drives High Quality; Legal and Compliance – Drives High Quality

Work at Home – Flexibility in the Contact Center Space

Providing flexibility for a workforce is paramount to the long-term satisfaction of many employees in today’s job market. At InfoCision, we have an entire program that offers our contact center staff the option to work from the convenience of their home in a virtual call center environment.

Our staff involved in this unique program receive their initial training in a web-based environment and learn to make the same calls as our traditional agents, just from the comfort of their own homes. This provides an opportunity for people who may not be able to work outside the home otherwise. It also delivers other benefits, like not wasting time commuting back and forth to work, not having a dress code to follow, and saving money on gas and vehicle maintenance. 

Having a work at home program not only encourages employee satisfaction, but also ensures that we have the flexibility and capacity to meet staffing requirements, enabling us to provide excellent customer service and unparalleled ROI. 

 

Gamification: Enhancing Employee Engagement in the Contact Center Space

Keeping employees engaged is a goal for every contact center. In a world filled with social media, where myriads of people are involved in habitually playing games and using fun apps to send pictures and messages to their friends, why not apply the same logic to their work environment? Gamification leverages employee’s natural desires – for socializing, learning, mastery, competition, success, status, and expression – as play.  Whether incentivizing employees to compete with their colleagues to score points individually or motivating them to work together as a team to achieve an overall goal, gamification in the call center space changes the game.

 At InfoCision, we use gamification across the organization – from our Communicators on the phones to salary staff at Corporate.   Our proven gamification techniques align company, division and client goals with fun incentivizes and friendly competition.    Employees receive real-time feedback when their achievements contribute to the goal.  Those employees are instantly recognized and rewarded with their choice from thousands of different incentives, including merchandise, gift cards and work perks!  When personalized achievement, job satisfaction, and meaningful rewards merge to produce best in-class performance and quality – the result for our clients is truly a WIN-WIN! 

 

Team Empowerment in the Contact Center

Everyone can agree that it’s important to empower your workforce but developing best practices to boost retention and morale in the contact center space is critical. At InfoCision, we have decades of experience, which equates to a plethora of time-tested, valuable ideas.

With the holiday season in full swing, it’s a time like no other to evaluate how your management team offers appreciation and encouragement to everyone on your workforce, especially including your team on the phone. From gamification and e-cards built-in our screens each day, to holiday-themed grand prize giveaways, we motivate our agents to provide excellent customer service in every call. However, empowerment is more than just the stuff money can buy. It’s:

    • Building an environment where people genuinely want to come to work – a place that fosters self-esteem, builds confidence, and feels like family
    • Believing in the values of the organizations and brands we’re asking others to support
    • Having supervisors and managers who practice empathy and active-listening, remembering birthdays and asking about sick grandkids
    • Visiting the call center floor regularly with senior management who are invested in acquiring feedback from agents, in person, themselves
    • Focusing on finding solutions within an atmosphere of remarkable teamwork, not just debriefings venting about common challenges
    • Ensuring your team has the tools they need to offer an unmatched customer experience

     

  • Genuine job satisfaction comes from more than appreciative Christmas cards, offering team lunches, and coordinating cheesy holiday festivities. True empowerment is generated through a culture of operational excellence, in a commitment to the continual and sincere encouragement and inspiration of your workforce – not just during the holidays, but throughout the entire year.

A Glimpse Into InfoCision Puerto Rico

InfoCision Puerto Rico located in Aguadilla, PR

Whether in English or Spanish, at InfoCision’s contact center in Aguadilla, Puerto Rico we adapt and connect on a personal and cultural level to whomever is on the other end of the line. Employing only the finest people, our agents are mature – averaging 30+ years old – with 95% being college educated. Our turnover is less than 6%, meaning that we train peak performers and keep them. Each is intensely focused on quality, sales performance and optimal customer care. In short, we do everything possible to guarantee a positive customer engagement with every call!

The Phone is Still Vital for Your Business

In a society full of tweets, texts and typing, it may come as a surprise that phone calls remain the preferred channel of communication when it comes to your brand’s customer service. Tried and true, customers prefer actual voice communication for a plethora of reasons, but above all else, simply because it is the easiest option when looking to connect with a brand’s customer service department.

Consider this: When you are trying to get a hold of an organization’s customer service department, more times than not it’s because you have an urgent problem needing to be resolved. From a customer perspective, you don’t want to be typing in circles to a chatbot trying to explain your issues. Further, sending emails back and forth is even more time consuming than the chatbot. Yet, if you simply call into the customer service department, an agent is able to quickly look up your profile and guide you to a resolution.

More so, depending on your brand’s target market, they may not all be internet-savvy, or even have access to the internet. According to this study, only 66% of U.S. adults ages 65+ are using internet, making it worthwhile to stay accessible with offline communication.

Reasonably so, your brand’s voice communication can be the distinguishing factor amongst your competitors.  Show your customers that you value them by giving them exceptional live-person interaction rather than a chatbot or IVR system. In doing so, you will create a positive customer experience, and in turn find increased satisfaction and loyalty.

The take-away: Understand that voice communication, done well, is vital to your brand’s success and can set your brand apart. Finding the right contact center partner to handle your voice communication is critical in fostering your brand’s growth.

To learn more on how InfoCision provides the highest quality contact center solutions, visit www.infocision.com

Key Takeaways from Deloitte Global Contact Center Study

Global businesses are utilizing contact centers to enhance the customer experience in increasingly complex ways. Customer choice is behind the wheel, driving contact centers towards greater emphasis on consumer needs and preferences. Deloitte’s Global Contact Center Survey provides insights from over 450 contact centers, shedding light on how business is changing for the better.

 

1.Customer Experience

Now a top priority, customer experience is driving contact center growth even more so than operational expansion. Customer experience and expectations are a key driver for 88% of the contact centers studied in 2017, with improvements in customer satisfaction (46%) outweighing revenue growth (3%) in importance.

 

Today, companies are reporting that customer feedback (54%) will motivate core business decisions moving forward. How will they do it? Technologies such as text analytics and social media listening are improving in quality, streamlining the process of feedback collection. For the customer, businesses view ease and accuracy of information (66%) as most important to future contact center interactions.

 

2.Complexity and Diversity of Channels

Context of contact and mediums for customer engagement are adding to the complexity and diversity of contact center interactions. Phone contact is expected to fall from 64% to 47% over the coming years, with chat and social media expanding as channels for customer engagement. Advancements in technology such as  “chat bots” are predicted to streamline integration challenges, growing to an estimated 16% by 2019, up from 6% in 2017.

 

Survey respondents have a major thing in common: investment in new technologies for return interactions. Advanced analytics (66%) and voice of the customer (54%) top the list of emerging capabilities that companies seek to invest in over the next two years.

 

Contact centers expect web capabilities (29%) and mobile applications (23%) will generate the greatest return on investment. What’s the main challenge to realizing investment potential? Integration of existing systems (63%) for the ultimate omnichannel customer experience, along with budget (56%) and change management (55%) for overseaing company transformation.

 

3.Talent

Focus is placed on improving talent for all survey respondents, citing the use of analytics (73%) and training programs (63%) as the key initiatives towards boosting staff. Outsourcing as a strategic method has reached a state of equilibrium, and flexible work programs are popular in the retention of employees, with 52% of companies planning on undertaking the initiative over the next two years.

 

The Moral of the Story

Maximizing the potential of technological advancements and its integration with multifaceted channels is improving the customer experience for corporate contact centers. Quality of talent is a developing initiative towards growth. And with customer experience at the forefront of contact center executives’ minds, the customer truly is “always right.”

For Fundraising Campaigns, Still Nothing Like the Human Touch

Few contact center leaders will question the idea that artificial intelligence is set to be a staple of their operations for years to come. Not only can chatbots or virtual assistants make your customers lives easier, but it can make life easier for your agents as well.

Despite the nearing ubiquity of artificial intelligence, not every function of the contact center is best served with these tools.

This is particularly true of fundraising campaigns. Most people don’t like being solicited to begin with, and even fewer started the day looking for a way to lighten their wallets. As such, you have to tread carefully when engaging with potential donors.

So the question is, can you trust artificial intelligence to be able to strike the right tone with donors, balancing the need to generate as much funding as possible without alienating the individuals that your campaign relies on?

Even if you could, what does it say to your donors? While not all will take offense, some may feel slighted that you couldn’t be bothered to reach out yourself when asking for something as personal as a donation. Contact center leaders must take these subtle attitudes and behaviors into consideration when launching a new fundraiser if they hope for lasting success and strong relationships with their donors.

Of course, there is a time and a place for innovative contact center technology. But in the case of fundraising, there’s still nothing like the human touch. To see how your contact center can reach its full potential with the right blend of tools and people, click here.

The Curious Case of Carter Wilkerson

Late last year, 16-year old Carter Wilkerson hopped on Twitter to ask a seemingly innocuous question to fast-food titan Wendy’s: how many retweets would it take to earn him a year’s supply of free chicken nuggets?

Playfully, the restaurant’s social media team immediately jumped on the opportunity, tasking the teen with reaching 18 million retweets before it would accept Wilkerson’s terms. With an empty stomach and a catchy hashtag–#NuggsForCarter—a viral sensation was born.

Fast forward a few weeks, and Carter Wilkerson had reached over 3.5 million retweets. Not 18 million, but enough to beat the world record previously held by Ellen DeGeneres. Wilkerson quickly found himself a viral media sensation, making appearances on news networks and even getting the opportunity to meet DeGeneres herself, on her own TV show.

And though Wilkerson was roughly 14 million retweets short of the original goal, the media attention was too much for Wendy’s to ignore. Just over a month after the initial challenge was issued, Carter Wilkerson got his free chicken nuggets.

Don’t make the mistake of thinking Wendy’s was just being generous. One six-piece chicken nugget order costs just $1.79. Assuming Carter ate Wendy’s nuggets three meals a day, every day, for a year, Wendy’s would have to put up a total of $1,960.05. Not a bad expense considering that the campaign generated $6.72 million of marketing revenue through retweets and $450,000 in earned media value.

Not a bad return for 140 characters.

This isn’t just an interesting story, though. It’s a lesson for any contact center leader who has scoffed at the importance of social media, or the notion that there’s not a clear enough ROI to expand operations to include a dedicated social team.

But with social media interactions set to grow from 4 percent to 9 percent in 2019, the case is clear. Social media is here to stay, and your organization must a plan in place to adopt today. To learn more, click here.

Three Misconceptions About In-House Contact Centers

There’s no debate that having a robust customer service department is integral for success in today’s business landscape. But while this much is certain, there remains a striking divide among customer service executives as to how to provide that support.

While there has been a massive migration towards outsourcing of contact center operations, many businesses are still keeping their operations in-house. There are a variety of reasons that businesses continue to do this, but in many cases the arguments in favor of in-house support are driven merely by misconceptions about what is truly possible when utilizing disruptive contact center solutions.

Below, we have listed three of the most common misconceptions about in-house contact centers today. If these sound familiar to you, it may be time to consider outsourcing a portion of your customer service strategy.

We have more control when we keep our operations in-house- security, features, agents, etc.

Many people will mistake proximity for control. Just because you have agents in-house, using your company’s phones and headsets, that doesn’t mean you’re in control. Who’s managing the back-end logistical and IT issues? Who’s keeping your security patches up to date? And how are your agents going to perpetually train and learn if you’re constantly scaling your staffing to make due on your limited budget?

Outsourcing can provide you the extra agents you need in a pinch when it’s time to focus on training. But beyond agents, you’ll also be able to turn your attention away from the minor headaches associated with managing and maintaining your operations and focus on results—not control.

Other departments can’t communicate without in-house contact center-marketing/sales

It is true that contact centers act like the nerve center of your business operations. As such, it is easy to see why wary contact center leaders would be concerned about silos developing without an on-site contact center. However, the right partner will find a way to integrate into your system for more seamless communication between departments.

It’s an either/or proposition

Sometimes, contact center leaders are paralyzed by the idea that they must abandon all on-premise contact center operations in order to migrate to a hosted alternative. Fortunately, this doesn’t need to be the case. Whether it’s a seasonal spike in call volume or you’re rolling out a new marketing campaign, you may be best suited with a partial scale up to ensure appropriate staffing without breaking your budget.

Don’t let common misconceptions guide your contact center operations. To learn more, click here.