Issue: September 2008
Infocision doesn't want to offer jobs in telemarketing; it aims to provide lifelong careers.
In a job where rejection and hang-ups are an everyday occurrence, InfoCision Management Corp. employees have the peace of mind that their workplace appreciates and rewards them for their hard work.
After all, they could be eligible for an employee-of-the-month award or a performance bonus that could net $100,000. Plus, they can always work out their aggressions in the on-site fitness center.
InfoCision is driven by the philosophy that employees are the most important part of their business, says Carl Albright, president and CEO. “Whether making incoming or outbound calls, the goal is to match up a happy, articulate communicator [call center employee] with someone who wants to donate or buy,” he says.
Founded in 1982, InfoCision is the second largest privately held teleservices company in the world. Its major clients are national religious, political and health-related nonprofits, for which InfoCision performs recruitment and fundraising functions. The company also handles customer service calls for severalFortune-100 companies.
Despite the stigma often attached to the telemarketing industry, InfoCision has earned numerous workplace accolades, including a spot on the NorthCoast 99 list — seven times — for its family-oriented culture, impressive benefits and rewards programs and dedication to career development.
The company offers a flex-time policy and work-at-home options that allow employees to balance their work and home lives, and opens the employment door for individuals with disabilities who may not be able to work outside the home. Plus, the on-site child care facility makes it convenient for busy moms to get to work.
And while health care costs with other employers are as much as $15,000 a year for a family of four, InfoCision is self-insured, which means the company collects the insurance premiums and pays the claims itself, offering significant cost savings for the company and its employees.
“After a decade of double-digit growth in health care costs, we saw our increases go to zero,” he says. “Our entire health and awareness program is in place for long-term preventative measures.”
It also means employees have access to a doctor during the workday. “When you have a doctor on-site, there’s no need to leave work for appointments,” Albright says. “It’s convenient for employees and keeps the production level up.”
Albright says although he would have instituted quality programs at any company, “it’s definitely needed for the work we do. In most jobs you don’t have to be in a good mood all the time [like you do here],” he says. “We want our people to know we care about them.”
Having thick skin may be a good quality in telemarketing, but Albright is more interested in an employee’s career aspirations. “We are looking for someone who wants a career position,” he says. In fact, of the thousands of applicants InfoCision reviews each year, only about 3 percent are hired.
A staff of career-oriented employees also makes it easier to promote from within. In fact, most of the organization’s top leaders started as call center employees then moved up the ranks. Steve Brubaker, senior vice president of corporate affairs, began on the telephones when he joined the company in 1985. “I’m not an anomaly,” Brubaker says. “We have a lot of room for employees to create careers and grow in them.”
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