So, you’re considering outsourcing some of your customer experience? Great! You’ve come to the right place to learn more about what makes Incept a top choice for your CX outsourcing partner.
Incept is a 100% domestic, Northeast Ohio based call center that has been in business for over 28 years. Our entire staff is domestic and primarily in Ohio (although we have the capability to hire in other states if needed to scale). We have a hybrid work environment and have been able to maintain and improve our company culture with our hybrid work environment. As evidence of our company culture we have been recognized by the Cleveland Plain Dealer as a Top Workplace 10 out of the last 11 years.
Commitment to results
Delivering results to our clients is something that we strive for and settling is not an option. If delivered results are under what was agreed upon, we work above and beyond to ensure the client is satisfied. Being an owner-operated company with our owner on-site and active daily, along with the rest of our experienced leadership team, there is always a decision-maker on hand to escalate an issue to, so you never have to worry about a delay in your campaign due to problem resolution. Our clients always have our commitment that we will make their campaign a successful program.
Ability to scale
Incept has grown an average of 25% per year for the last five years, the year of the onset of COVID being one of the largest increases. Our business has proven that we can grow with our clients. We have managed programs with several hundred agents and managed programs that need to scale from a dozen agents to hundreds to handle seasonal volume.
Pay-for-performance pricing
Incept’s most significant competitive advantage for many customers is a pay-for-performance pricing model in which Incept is only compensated for delivering the desired results for their client, be it a donor, sale, or retained customer. Simply put, Incept doesn’t succeed unless their clients succeed.
To accept this level of risk, we have to consistently recruit, train, and retain our employees better than our competitors. Our long-term success has been the result of a very intentional focus on developing a culture that rewards innovative ideas and fearless front-line leadership. This culture has led to numerous Top Workplace Awards, including being the highest rated company from Stark County for several years by Workplace Dynamics and the Plain Dealer as well as the Smart Culture Award by Smart Business in the last 3 years.
Cause-based hiring
Instead of looking for candidates that meet our minimum competency requirements, we look for candidates that align with our client’s causes. This shift has not only led to a higher employee retention rate for Incept, but better individual conversations with our clients’ customers. When a Conversational Marketing Expert is passionate about helping the person on the other end of the phone, they deliver results. Being a mission-driven organization, we also have a pillar of our business completely focused on giving back to our local community, called InceptGives.
Conversational training
We offer our Conversational Marketing Experts ongoing coaching on active listening, properly acknowledging customers, making statements that fit the conversation and then steering the conversation with skilled questions. This training is essential for having great conversations and is a big key to offering superior customer experience.
Alignment to client culture
Each of our clients bring with them a very specific internal culture that helps to drive their business. Incept understands that part of the success of our partnership with each client is driven by our alignment to their culture. To do that, we separate each of our client teams into pods so that they can work together towards common goals. We often give them face-to-face client visit time, offer core value informational sessions, pizza party celebrations for hitting goals, and any other type of incentive or value that the client would offer their team internally. We’ve even sent an entire team of Conversational Marketing Experts to one of our client’s headquarters to ensure the team was aligned and energized from day one of the client relationship.
Forward thinking service
One of our mantras at Incept is a commitment to servicing tomorrow's customer today. To offer our clients premier service, it is our goal to invest in the types of service our clients will be learning about tomorrow, today. A few of our more recent investments include an increased dedication to Facebook and SnapChat as a service tool, automated and intelligent text solutions, utilization of advanced analytics, and plans to advance our understanding of video chat as a service tool.
NEXT STEPS
If you’re outsourcing CX for the first time, all of this can seem daunting. In most cases, the reputation of the one making the decision is on the line. Getting it right the first time is critical.
To that end, choosing the right partner is an essential step. Your partner can help guide you through the process, make sure you’re taking all variables into account, and create a scalable platform for success.
If you need CX support, Incept has worked with some of the largest brands in the world to develop CX campaigns with one main goal - strengthen relationships at every touchpoint. From inbound phone calls and technical support to organic and paid social media campaigns to live chat, Incept is one of the best call center outsourcing vendors to assist all your CX and lead generation needs.