For business process outsourcing (BPO) organizations that offer contact center services, maintaining a reputation for quality is of critical importance. While most companies seeking the services of a professional teleservices organization will check references from other clients, a BPO provider can further boost its reputation by maintaining the right certifications covering the call center industry. One of the certifications frequently sought by contact center outsourcing organizations is the PACE-SRO accreditation.
PACE, the Professional Association for Customer Engagement (formerly the American Teleservices Association, or ATA) offers a self-regulatory organization (SRO) certification that incorporates aspects of governmental regulation and consumer protection rules for contact centers. It presents contact center organizations certification indicating that the company meets the standards of quality expected by customers and ensures that companies are in compliance with regulations imposed by the U.S. Federal Trade Commission (FTC). PACE’s objective is to offer guidelines and compliance standards to teleservices organizations. It’s the only non-profit trade organization in the U.S. that is dedicated exclusively to the advancement of contact center companies that use a multichannel approach to engaging their customers, in both a business to business (B-to-B) and business to consumer (B-to-C) environment.
Akron, Ohio-based InfoCision Management Corp. announced recently that it has secured recertification with PACE-SRO guidelines. InfoCision first received accreditation in August 2009, becoming only the second company worldwide to achieve this honor.
“At InfoCision, we firmly believe in the certification process and have supported the PACE-SRO from its inception,” said InfoCision Chief of Staff Steve Brubaker in a statement announcing the recertification. “InfoCision’s dedicated team of legal compliance experts makes it a top priority to ensure that our clients’ programs are being handled properly and are in compliance with the law.”
After successfully completing the certification process, companies must undergo annual assessments to ensure that their compliance efforts are in accordance with PACE-SRO guidelines.
Founded in 1982, InfoCision offers services to both commercial and non-profit clients. The company employs more than 4,000 people in 35 call centers throughout Ohio, Pennsylvania and West Virginia. It provides inbound and outbound services to organizations in a variety of vertical industries, from technology to health care to financial services to pharmaceutical and telecommunications.