InfoCision Celebrates 10 years in Mansfield

Corporate culture unique in telemarketing industry

Yesterday we had the honor of celebrating the 10 year anniversary of our Mansfield location. Local leaders, including the Honorable Mayor, Timothy Theaker; President of the Mansfield-Richland Area Chamber of Commerce, Kevin Nestor and even the newly crowned Miss Ohio, Elissa McCracken joined us as we celebrated this milestone and congratulated the employees who made it all possible.

It’s hard to believe we’ve been in Mansfield for 10 years, but they have been 10 years of great growth and success. I really want to take the time to thank our employees, who have been the catalyst for this success, and the community which has always been so gracious to us. Special recognition was given to 12 employees who have been at our Mansfield location since we first opened it! Their tenure, hard work and dedication is a great example of the corporate culture we strive for, where everyone is able to create a career for themselves and a come to work in an environment that provides that all important work/life balance. Not many call center companies can say they have had Communicators taking calls for 10 years. Our Mansfield location has always produced outstanding work for our clients and we hope that will continue for another 10 years.

Below you can view a short video from the event. Feel free to check it out and see how we honored our dedicated and tenured team members. Once again I would like to thank everyone that came out and our employees for making an event like this possible!

 

The True Importance of Work Place Diversity in Direct Marketing

There is no doubt that diversity in the workplace benefits everyone from employees to clients, and the challenge is to continue to embrace that culture; here at InfoCision, we have done, and continue to do, just that. I was able to sit down with our director of human resources, Carla Grasso and had a conversation all about how we celebrate diversity here at InfoCision and the difference it makes in our call centers.

Direct Marketing Diversity Programs

Diversity programs are about creating and maintaining an inclusive environment no matter what an employee brings to the table. When you embrace everyone’s strengths, the organization as a whole is more productive; and it also helps managers to better lead their teams because they have a better grasp on whom their employees are and where they come from.

Diversity programs must be undertaken slowly to ensure they are done the right way, because they must include everyone regardless of ethnicity, religious beliefs, political views, etc.  In addition, changes that are made in the workplace too rapidly without proper planning run the risk of being resisted by employees.

For the program to be successful, it must fit in with the company’s current corporate culture, not attempt to change it. So starting slowly is key to getting employees to buy in to the program.

How to Get Started

Starting diversity programs may seem like a daunting task for companies that don’t have an expert in the subject matter, and especially for smaller companies without a great deal of resources.

For employers that want to start a diversity initiative but don’t have a lot of time or resources to invest, here are some easy and low-cost tips:

  1. Spotlighting diverse employees in a company newsletter or calendar
  2. Offer brown-bag lunch lectures on a diversity topic – many groups will speak for free
  3. Create affinity groups to support a specific segment of the workforce (such as women, Asian-Americans, workers with Military experience, etc.)
  4. Have a potluck where workers bring in foods and recipes from their ethnic heritage
  5. Announce local events that support diversity on your bulletin board or intranet

There are even community resources available to help companies of all sizes that want to harness the power of embracing diversity.

Diversify Your Call Centers

By expanding your pool of applicants to include everyone, regardless of sex, ethnicity, religious views or anything else, you are giving your organization an advantage over the competition, because they might not be finding the same quality of applicants.

And beyond employee and productivity issues, embracing diversity can have other benefits for your company. InfoCision has several clients that are embracing diversity, and appreciate the fact that we have chosen to do so as well.

How do you feel about diversity in the work place? Any tips to getting started I missed? Get the conversation started below!

Carla Grasso is director of human resources at InfoCision Management Corporation. Reach her at carla.grasso@infocision.com.

InfoCision: A top place to work in Northeast Ohio; and how your company can become one too

As I travel around to our 13 locations to celebrate our annual Employee Appreciation Days with our wonderful staff, it is an interesting coincidence that I just learned that The Plain Dealer has named InfoCision one of 25 Top Workplaces in Northeast Ohio for the third consecutive year, among large employers.

We want to be THE employer of choice in every community where we operate and our Employee Appreciation Days are just one of the many things we do to create a positive working environment for our employees. We also have programs like on-site fitness centers, on-site wellness clinics, on-site or subsidized child care, tuition reimbursement, a well-defined career progression path and a host of other employee programs. But you don’t need to spend a lot of money on expensive programs to make your employees feel appreciated. Here are several inexpensive programs anyone can take advantage of:

  • EAP Program
  • Paid maternity leave
  • Dependent day care savings plan
  • Discounted classes through local universities
  • Time off to volunteer
  • Healthy food choices in vending machines
  • Health fairs
  • Open door policy
  • Suggestion boxes
  • Employee forums

Making it onto a list like this is wonderful validation for us, because it is compiled based on surveys of employees by an independent vendor. It shows that employees really do appreciate it when the company goes above and beyond to help them succeed – not just at work, but also in their personal lives.

What workplace programs do you have that your employees really appreciate?  By sharing ideas, we can all create an environment of happy, healthy employees. And check back next week, when I blog about all the fun I’ve had at our Employee Appreciation Days and the statistics that provide the ammo for why these programs work.

Welcome to The Right Call

Welcome to The Right Call!  In conjunction with InfoCision’s brand new website at www.infocision.com, we are also rolling out a new blog that we hope will be a marketplace for ideas in the call center and direct marketing industries.

At InfoCision, we have industry-leading experts on staff who are committed to providing their teams with the tools to deliver outstanding results for our clients.  These senior management team leaders will be offering advice and applicable tips that we have found helpful in our daily business operations, hiring efforts, strategic decision making and much more.

And we hope that our new website will be a valuable resource for companies and organizations looking for a direct marketing and/or call center partner; as well as job seekers who are looking for a meaningful career in the variety of positions that we employ.  For both groups, the new website should give you a good idea of our company culture, our family-friendly culture and our commitment to excellence and quality in all we do.

I encourage you to look the website over, and then contact us further if you would like more information on whether InfoCision is “The Right Call” for you.  I also encourage you to check www.the-right-call.com often to engage in some meaningful dialogue about a host of topics related to our industry.

 

Steve Brubaker

Chief of Staff

InfoCision

Dialing on your behalf: What to consider about outsourcing call center operations

In this day and age, every company should recognize that having a strong brand is essential to success. But recognition alone doesn’t necessarily translate into effective practice. Brand isn’t just a logo, letterhead or corporate identity. It’s not even the product. Brand is how an individual feels about a company.

No matter what the product or service, a company’s image and brand is shaped by what the customer hears on the other end of the line. On the one hand, your contact center can be a priceless resource that sustains and cultivates loyal customers. On the other hand, one bad experience can undo a year’s worth of great customer service. For this reason, when looking to outsource your call center operations, selecting the right outsourcing partner is no less important than
selecting the employees who work in your own offices. But how do you know when the time has come to outsource?

Many organizations could save money by outsourcing call center services; however, they should thoroughly analyze all costs involved, from both sides of the fence, says Dana Allender, vice president of new business development at InfoCision.

“When looking at whether to outsource or not, companies really need to take a look at the hidden costs of making their own calls, such as hiring, human resources and benefits,” he says.

The cost to hire a single new employee can be as much as $5,000, including the employee’s wages and benefits, recruiting costs and training.

“We’ve found that more times than not, when you look at these costs, outsourcing to a company like InfoCision is generally less costly than performing these services in-house,” Allender says.

Outsourcing also enables the organization to concentrate on what it does best, its core business, by relieving it of extraneous call center issues. It also makes call volume flexibility and scalability possible. For example, when a smaller in-house call center sees a large increase in its call volume, it could take a few days or even a few weeks to bring in additional employees, leading to lost calls, sales and customers. On the flip side, if the in-house call center is experiencing a downturn in calls, the company might have to let people go and deal with the layoffs’ effects on morale internally and image externally.

A larger call center like InfoCision, on the other hand, has the experience and resources to handle the rises and dips in call volume effortlessly so prospects consistently receive exceptional customer service.

An outsourcing partner can also bring experience and knowledge to the customer service table. InfoCision’s Communicators have industry-high call center tenure rates of more than four years on average. Seventy-five percent are full time, and all Communicators work an average of 35 hours per week. They also receive detailed program-specific training so they become experts on the client’s program they are working on.

This is an excerpt from InfoCision Marketing Solutions Magazine, Fall 2011.