In response to your recent editorial, “Welcome to telemarketing hell,” published in both the Akron/Canton and Cleveland editions of Smart Business magazine, I take exception to your comments and would like to document the many benefits of the call center industry.
The economic impact companies like InfoCision have on both the local and national economy is undeniable. InfoCision is one of the largest call center operators in the country, employing nearly 3,000 people in our offices throughout Ohio, Pennsylvania and West Virginia. In Ohio alone, our industry as a whole employs 250,000 people. That’s the equivalent of employing every man, woman and child in Akron — and then some.
Across the country, more than 6 million people enjoy fulfilling call center careers, generating $660 billion in revenue annually. In fact, the teleservices industry contributes more than 6 percent to our nation’s GDP, which exceeds the financial impact of the entire restaurant industry on the U.S economy.
That said, we understand that consumers must have the right to choose which calls they wish to receive. InfoCision, like most other legitimate telephone marketing companies, realizes that it is not profitable (nor is it good business practice) to call people who don’t want to be called.
Since opening our doors in 1982, we have supported and implemented “do not call” lists for each of our clients.
In addition, as a member of the Direct Marketing Association (DMA), InfoCision subscribes to the DMA’s Preference Services offered at no charge to consumers for the past 18 years.
Individuals who do not want to receive phone calls or mail from marketing companies can have their names placed on the lists. All 4,700 members of the DMA voluntarily subscribe and purge their databases accordingly.
Getting on the preference list is easy for consumers, and can be done for free by writing to the DMA or for a $5 fee by registering online at www.dmaconsumers.org.
The facts show that every day, millions of consumers respond favorably to telephone marketing calls. If InfoCision’s response rates weren’t healthy, our clients would cease using our services.
Ultimately, responsible telemarketers representing legitimate clients are successful because they target consumers who display an interest in the client’s mission, products or services.
My concern is that editorials such as the one in Smart Business magazine do not paint a balanced picture of the tens of thousands of courteous, hard-working professionals right here in our community employed by the call center industry.
Steve Brubaker
Senior vice president – corporate affairs
InfoCision
