Technical + Operational Capabilities

Services

Technical Details

All technical staff operate from Incept’s headquarters in Canton, Ohio. We have 5 full-time staff and two contractors to assist in supporting our clients.  We are primarily a Microsoft shop and are comfortable working with all standard fulfillment software and many custom programs/CRMs that support the industries of our customers.

Total number of stations

177 seats

Dialer

Genesys (Interactive Intelligence)

PCI ComplianCE

PCI DSS Compliant

custom IVR

Yes

skilled based routing

Yes

Transfer Calls

Yes, hot transfer or warm transfer (with a live hand-off)

PGP Encryption software

Yes

FTP access

Yes

CRM Integration

We have the ability to integrate with many CRMs, including Salesforce and Oracle to name a few.  This allows for seamless transition of data and immediate customer outreach results.

Cell Phone Compliant Dialing

We have a manual dialing solution that is TCPA compliant with an official opinion letter by MacMurray, Petersen, and Shuster, one of the most recognized firms in the contact center/TCPA space. This solution allows for outbound telemarketing campaigns targeted at cell phones.

Caller ID

Within our dialer we are able to dictate the CallerID we are calling on behalf of and generally assign that CallerID area code to match the area we are calling.  We are able to program the name of the company to be populated however it is not always populated based on the receiving carrier.

With NobelBiz as a core long-distance provider, we have the ability to use LocalTouch to execute national campaigns so we can match the area code to that of the customer, however we have not had to do so in previous campaigns due to most campaigns being executed within a very specific geography.

Reporting

Processing is completed during the overnight hours and reporting is delivered based on the needs of the program. If no manual intervention (verification of sales etc) is required, reporting may be delivered as early as 4AM EST.  Additional requirements may delay reporting and a standard and agreeable time would be set during the onboarding process for the program.   

Data Protection

Our database structure is designed, maintained, and administered on-site by our development and infrastructure teams.  All client-specific database elements are built and maintained separately in our secure, virtual environment to ensure security and segmentation of all clients’ information.

Personnel Overview

Agent Profile

All employees must be:

• At least 18 years or older

• Must have a high school diploma or GED equivalent

• Must pass a background check

Regular shifts

We employ a variety of schedules to ensure adequate cover for all clients.  Many of them fall within the following standard shifts:

Monday – Friday:

9:00 AM – 5:00 PM

9:00 AM – 3:00 PM

1:00 PM – 9:00 PM

3:00 PM – 9:45 PM

Several shifts also include a requirement to work a weekend shift, which would be either:

Saturday 10:00 AM – 6:30 PM or Sunday from 11:30 AM – 8:00 PM

Incept is currently closed on the following holidays: Christmas, New Year’s Day, Thanksgiving, Memorial Day, Easter, July 4th and Labor Day.

TRAINING

New hire training is typically completed in 2-3 weeks depending on the program of hire.  We train in the shift that will typically be worked by the new hire, including daytime training and night trainings. 

Content of the training includes:

Enhancement training is typically conducted by a combination of the training department, contact center operations and (ideally) the client.  This occurs for all new product launches or campaign adjustments.

Performance improvement training for existing campaigns is conducted in frequent, scheduled one-on-ones with the individual TSRs and their direct manager in a Positive Coach Approach format in which they listen to a select number of the TSRs’ calls together and build an ongoing development plan based on what they hear and identify as strengths and opportunities for improvement.

Additional agent information can be found on our Incept culture page.

Performance Stats

All outbound campaigns have a dashboard of live stats where the supervisors and all agents are able to see their performance during their current shift.  This includes stats such as Right Party Contacts (Total and Per Hour), Sales (Total and Per Hour), Response Rate and Percentage of Goal.  This information is aggregated by individual, team and the company so each agent sees how they compare to the rest of the campaign at all times.  It is color-coded based on tiers of success for easier interpretation.

This is used by coaches and supervisors to identify the overall success of each campaign as well as identify individuals who should receive additional praise or coaching.

Supervisor/agent ratio

Incept’s front-line supervisor to agent ratio is 1:12.  This does not include Trainers, Quality Assurance or any Senior Management personnel.

Account Management

At Incept, our Account Management staff is the key to your program’s success.  They are responsible for assisting you with strategy design, implementation, day to day operations, and an overall resource to ensure your campaign has the best possible results.  Your dedicated Account Manager will work with Incept’s IT department on all programming, with the Operations team to optimize execution, and our Quality team to make certain in all areas we are representing your brand in the exact manner you wish to be represented. 

Structured calls are held weekly, but your Account Manager is available for ad hoc calls or emails as needed.  An Account Manager may hold as few as 5 accounts or as many as 10 depending on the nature of each client and the amount of management needed to ensure success.

Quality Control

Conversational Quality

Our quality control process (Conversational Quality or CQ) is designed to gauge a Conversational Marketing Expert’s (CME’s) performance in all aspects of their phone call. Quality is graded on several aspects of the call including: introduction, communication of the script and pertinent information, strong/effective close, professionalism, active listening, customer appreciation and custom measurements that are determined based on the client’s needs/requests and the complexity of the program.

Verification

We audit sales for all projects but do not listen to 100% of the sales on a campaign unless the client requests it.

In addition to our internal quality control processes, Incept also uses a third party verification service to add an additional layer of quality for our commercial clients.  Third party verification is used primarily to ensure tactical/compliance processes are being followed by each CME in each specified call type.   Incept uses a third party verification process to verify sales, non-sales and a variety of other right party contacts.

Call recording

Yes. We are capable of providing recorded calls in a nightly download if the client prefers.  

Call Monitoring

When a client requests live call monitoring, it is done with assistance of either the Incept Account Manager or Program Supervisor.  The outline for how frequently this occurs is usually developed during campaign design, and can be scheduled in advance.     

Quality Control Policy

Our quality control process (Conversational Quality or CQ) is designed to gauge agent performance in all aspects of their phone call. Quality is graded on several aspects of the call including: introduction, communication of the script and pertinent information, strong/effective close, professionalism, active listening, customer appreciation and custom measurements that are determined based on the client’s needs/requests and the complexity of the program.

Agents are scored based on a Positive Coach Approach to reinforce productive behaviors rather than acting as the “call police” as in many traditional quality models.  Agents earn points based on the good that they do rather than using a deduction system.  It’s our goal that each conversation strengthens the relationship between the client organization and the customer we are speaking with.

Each agent is CQ’d at least twice a month.  However, if we find that a particular agent is struggling, we will CQ him/her more frequently.  This is in addition to daily live call monitoring in the rows by the coaches and supervisory staff. 

To ensure accuracy and consistency, we conduct weekly calibration sessions with the quality department, supervisor staff and training staff to make sure the feedback we provide to the agents remains consistent, accurate and effective.