Carl Albright began his career with InfoCision Management Corp. 20 years ago as an assistant call center supervisor. Over the years, he worked his way up the ranks, serving in roles such as director of telemarketing, senior vice president of call center operations and chief operating officer.
In 2004, Albright was given a tremendous opportunity – but it wasn’t an easy one.
He was promoted to president of InfoCision at the tender age of 37. He got the job because of his vision, remarkable work ethic and incredible drive to succeed that he had proven over the years. In getting the job, he was also now responsible for a company that had earned more than $100 million in sales and that employed more than 2,500 people throughout Ohio, Pennsylvania and West Virginia.
Under his leadership, InfoCision has transformed itself from a call center company to a full-service direct marketing partner, offering clients marketing solutions through print, Web, e-mail, text and chat. In recent years, research has shown that customers react more favorably to personalized messages, so marketing has shifted away from mass campaigns to one-on-one campaigns that utilize data about customers. By employing advanced data analytics, information about customers can be gathered, stored and managed more effectively, and better campaigns can be created. Taking the company and its employees through these transitions took incredible vision, leadership and the foresight to invest in new and emerging technologies that allow these methods to be as beneficial as possible for the company’s wide range of clientele.
But Albright is committed to more than just improving the company as a whole. He’s also dedicated to improving his employees. In 2002, he created the InfoCision Management Corporate University to provide employees with a clear path for advancement within the company as well as the training and development they need to succeed. All of this is available at no cost to the employee and is done on employee time. The IMCU holds an average of 30 classes per month, and nearly 800 unique employees attended them last year.
Albright also had the foresight to see why it would be beneficial to bring comprehensive health and wellness programs to employees. He’s revolutionized the company’s benefits by taking the company to a self-insured plan and investing more than $1 million in employee health and wellness programs in the last seven years. That included installing on-site fitness centers at nearly every location that feature state-of-the-art equipment, private showers and lockers. For employees who are members of the company’s insurance plan, access to these centers, classes and personal training is free of charge. InfoCision also offers clinics on-site that have all the benefits of seeing a primary care provider off-site. Visits to the on-site physician are completely free for members of the company’s health plan and just $30 for employees without insurance.
In addition to making employees’ health and wellness a priority for the company, he also knew their families were important, too. The company offers InfoKids Early Learning Centers, which are on-site early learning schools that provide child care for 20 percent less than market prices and also accepts Title 20. For locations that don’t have on-site centers, the company offers subsidized child care at preferred locations.
These programs and others have helped keep health insurance costs low for company employees, which has been great at a time when many companies are seeing annual rate increases of more than 10 percent. In fact, InfoCision’s health insurance costs have flat-lined, saving employees thousands of dollars.
These changes were good for the company as the recession hit. Even during the down economy, InfoCision has not experienced a drop in sales in any of the last three years and is on pace to have its most successful year ever this year. In fact, during his time as president and CEO, the company has experienced 50 percent growth and is now the second-largest privately held teleservices company in the world, now employing 4,200 people. The growth has created not only a couple thousand new jobs, but it’s also meant the opening of nine new call centers and the creation of the company’s work-at-home department.
Albright has proven year after year that innovation isn’t just a buzzword but a way of doing business at InfoCision.
How to reach: InfoCision Management Corp., (330) 670-5135 or www.infocision.com
