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 … Continued


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 … Continued


The Changing Nature of Phone Calls in the Contact Center

By now we’re all used to the idea that digital technology is transforming our contact centers. A new report by Dimension Data says that most data centers will soon be equipped to handle nine different channel options, and that the number of digital transactions is poised to overtake phone transactions by the end of 2016. … Continued


Do Your Agents Speak Your Brand Language?

A brand is a complex thing—a blend of consumer expectations, relationships and product or service quality that forms a fundamental building block for your business. Despite the fact that it’s an intangible asset, however, brands aren’t completely nebulous; those perceived as a success are worth millions—even billions—of dollars on a company’s financial statement. Most businesses … Continued


Bad customer experiences are a brand killer, says study

It’s not just customers who personally have a bad experience you have to worry about. Those people are also 95 percent likely to share bad experiences with others, and more than half of those surveyed said they would share bad experiences with five or more other people. With social media and online product reviews at their fingertips, customers can share their good or bad experience with more than just family, friends and acquaintances – they can share it with the world!


InfoCision continues to set standard for call center quality with 20th MVP Quality Award

InfoCision just received word that it has officially been awarded its 20th consecutive MVP Quality Award from CUSTOMER magazine – InfoCision is the only company to win the award in every year since it was created in 1994. Advancing technology in communications has certainly changed the industry drastically since then. 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.


Direct marketing compliance update: DMA in DC and cell phone consent changes

I came away from the conference encouraged that there are so many experts in our industry who understand the value of engaging with policy-makers in Washington. We must educate the policy-makers and help them understand the huge impact the DM industry has on our national economy – 9.2 million jobs and more than $2 trillion in annual sales in the US.


Customer Retention Programs Can Save Revenue and Build Profit

Direct response marketing can be cut-throat, as many of you already know.  Each day, competitors roll out deals to try to lure your customers over to their products and services by offering free add-ons, three months free, special reduced pricing, and on and on.  Additionally, customers who pay for something every month or on a … Continued



Gary Taylor: Remembering a Direct Marketing Pioneer

InfoCision founder Gary Taylor will be remembered as a successful entrepreneur and philanthropist; but he also played a pioneering role in building the direct marketing industry into the huge, global and enormously effective force it has become.