InfoCision just received word that it has officially been awarded its 20th consecutive MVP Quality Award from CUSTOMER magazine. The MVP was first awarded in 1994 to recognize call center companies with the highest standards for quality, and InfoCision is the only company to win the award in every year. I couldn’t be more proud of this honor. Advancing technology in communications has certainly changed the industry drastically since 1994. But what hasn’t changed is this simple fact: If you are dedicated to quality and excellence in connecting with customers or donors, you have a very good chance of succeeding.
Broad scope of quality
We focused this year’s MVP Quality Award nomination on a recent case study that embodies the full spectrum of our commitment to quality in technology, client service and our people. A national premium television provider offers customers an easy way to transfer their 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. But by implementing InfoCision’s innovative R3 technology along with our highly trained Communicators and our dedicated account staff, the average callback time was reduced to less than three minutes while customer service levels soared. To read more about the program, please check out the full case study.
High quality people get high quality results
I’d be remiss if I did not mention that our quality starts with the Communicators on the phones. We look for a more mature, career-minded Communicator and offer them a benefits package that works for them and their families. That’s why the average age of our Communicators is 42, and their average length of service is four years. It’s also why we have retention rates that are much higher than most of our industry peers at 92 percent.
To read more about InfoCision’s dedication to quality, please visit http://www.infocision.com/ContactCenter/Advantages/Pages/Quality.aspx