Work From Home with InfoCision

In the midst of these incredibly tough times, and with negative news encompassing our everyday lives, it’s essential we also choose to focus on the positives and small victories both we and our communities continue to achieve! In light of this optimistic viewpoint, we here at InfoCision are happy to announce that within a week’s time, we have successfully transitioned 90% of our entire workforce to our work-at-home solution; an achievement that would not have been possible without our incredible team working tirelessly and selflessly to make this a reality! Our employees are our number one priority, and to ensure them a continued and steady paycheck throughout a global crisis was a goal we were unwilling to compromise. Today, we continue to meet our dedicated clients’ needs as we are actively hiring to grow our work at home team! If you or anyone you know is in need of work, please apply through our site at www.infocision.com/careers or text IMCJobs to 313131. Remember, we WILL overcome this together, and we must choose to look on the bright side in every situation as we progress through these tumultuous times.
#COVID19 #Coronavirus #WorkFromHome #RemoteWork
#TogetherWeCan #HelpEachOther #OverCome #ThinkPositive

Are You CCPA Compliant? Let Us Help!

As of January 1st, 2020, the law will require certain companies to provide an inbound phone number option to all customers and employees in California to request how the company collects, uses, and discloses their personal information. Here at InfoCision, we have developed a full turnkey phone and case management solution. We can help you become compliant by the January 1st deadline. As little as ONE mishandled request could open the door for a wave of regulatory investigations or lawsuits. Let us help you avoid this.

https://www.infocision.com/ccpa/

Check this out for more information: CCPA

 

Following the Rules with Governance

Analytics-based governance keeps our contact centers running in full compliance with internal best practices, legal regulations, and more.

Our Governance Team defines goals, guidelines and terms across the organization; communicates with internal departments on these specifics so that everyone is on the same page; uses data to measure adherence to goals, guidelines and terms; and implements useful monitoring and auditing strategies. As part of Analytics Services, our Governance Team offers real-time visual presentations of data with calculated results and dashboards. This type of analysis measures adherence of results to set goals, guidelines and contractual terms.

Most simply, our Governance solutions provide another set of eyes helping to check all the important details that make a difference to our clients. The team develops reporting to check for conditions to be met and establishes notifications when they are not. For instance, in the case of natural disasters, we might shut-down certain area codes so we’re not calling those affected. Governance reports provide a safety-net to ensure that we don’t accidently make any calls into those locations, providing immediate alerts if there are discrepancies. Another example of our governance solutions includes ensuring that we’re adhering to contractual terms and obligations, then informing stakeholders if there is anything amiss.

Overall, Governance can be used in a contact center to ensure that your organization is one following all the rules.

 

 

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.

Keep The Creativity Coming!

In business, especially in the contact center space, it’s easy for teams to keep doing business as usual once they learn what works.  A good contact center knows their customers, all the ins and outs of their proprietary technology, and has developed an array of standardized strategies for handling challenges. However, when the ultimate desire is for a business to grow, the flow of creative ideas in every realm of the business must not only continue, but flourish.

At InfoCision, our team of marketers constantly tests new ideas, in a way that can be measured and replicated. This includes considering all aspects of the customer experience, examining and testing at all levels within the myriad of multi-channel solutions available: scripts, letter packages, call routing strategies, training materials, reporting techniques, hiring and retention, quality measurements, even ancillary services. Creativity involves utilizing our Business Analytics department to provide demographic and transactional data modeling or run a variety of scenarios to generate alternate probabilities and outcomes.  All our insights and findings are used to develop best practices, which are constantly examined for relevancy and adjusted with fine-tuning.

Having a culture of operational excellence, combined with the ingenuity and aptitude for continual testing across departments, enables us to provide excellent customer service and unmatched ROI.

 

 

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