Let’s break down this photo into the real detail and how it correlates to why Incept is such an incredible outsource partner:
Can’t miss the T-Rex
The 8-foot tall dinosaur that is chasing a person around the contact center is our VP of Operations. Dave Walter has been in the contact center industry for over 25 years, focusing on all the critical aspects of culture, leadership, engagement, etc. Dave has personally built our coaching certification, which is at the core of our success on the floor. He also embodies a number of the key characteristics that are at the core of why our culture delivers performance and retention that consistently beat our competitors in the industry:
Depth of Experience
Dave, as well as many of our executives and leaders, have held roles from the phones to the C-suite. The range of program and clients that Dave and our team has successfully managed over our 20+ year existence is a huge asset.
How many companies can tout their executive team running around the contact center in a T-Rex costume? Or dressing up in various costumes for holidays, events, etc. Besides the fun and morale components to this, it illustrates the equality, value, and relationships that we have across every level of our organization.
Up a few steps from the predator is our VP of Operational Systems, James Latsch. Besides being faster than a hungry tyrannosaur, James is a great example of a number of other key aspects of our value.
James leads our Operational Systems team, which includes business intelligence, a number of cutting edge analytics projects, as well as advanced integrations of our omnichannel marketing strategies. He, as well as the rest of our leaders, are change-agents that help to move the business forward to provide our clients as much value as possible.
Delightfully redacted by both our predator and prey, there is a banner. That banner shows the name and logo of one of our clients that presented us with that banner when they started with us over 6 years ago. That banner is one of a couple dozen pieces of “swag” that our clients are proud to have us display because of the great work we do… and we proudly look at them every day.
We work very hard to ensure that we are providing CONVERSATIONAL QUALITY in each channel and contact that is unmatched in our industry. We know, both qualitatively and statistically, that the relationships that we create and foster with our clients’ customers are due to the quality of conversation and drive hard results.
Beyond customer focus, which many companies claim, we work very hard to ALIGN our culture, processes, and behaviors to those of our clients. As we grow 20% per year over the last 12 years, we are able to be selective about the customers we partner with to maintain that alignment of purpose and culture.
The items above are part of who we are, how we conduct ourselves on a daily basis, how we recruit and train, etc. When you put those 5 things together, it becomes explicitly obvious that our true competitive advantage at Incept is…