If you’ve sustained a successful career in business—or even if you haven’t—chances are you’ve heard that “you have to spend money to make money” more than a few times. Although it may be a cliché, the saying also happens to be true, especially as it relates to contact center services ROI.
Put another way, you are only going to get out of your call center what you put into it. If your agents are inexperienced or unprofessional, customer retention is going to be difficult at best. If you don’t have the cutting-edge technology to optimize efficiency, you are going to lose out on potential revenue. At the same time, if running a contact center is not one of your core competencies, simply pumping money into the problem isn’t going to solve it. The key to getting the ‘R’ in ROI is being strategic about the ‘I.’
One great way to maximize your investment is by teaming with a call center solutions provider like InfoCision. When you outsource your needs to us, all the pressure of running a contact center is lifted from your shoulders and placed in our capable, experienced hands. At InfoCision, we don’t have call center ‘agents.’ Our call center employees are called Communicators because they exude professionalism that leaves customers with a lasting impression. This special breed of employees:
- Average more than 40 years of age
- Have an average tenure of more than 4.5 years
- Receive up to four months of client-specific training and are experts on your brand by the time they begin interacting with customers
Teaming with InfoCision is more than a smart business decision; it is an investment in your company’s future. And once you make that investment, it won’t be long before you start to see a big return.
Click here to learn more about InfoCision’s culture and history.
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.