InfoCision: Hiring, Background Check & Employment Verification FAQs

InfoCision Management Corporation was founded in 1982 by Gary and Karen Taylor, who started the business out of the breezeway of their home in Akron, Ohio. The company opened its first call center in 1985 and grew into one of the largest privately held teleservices companies in the United States. It remains headquartered in Akron and describes itself today as a family-led, woman-owned business.

Karen Taylor has served as chair of the board since 2009 and is the company's majority shareholder, with Craig Taylor serving as chief executive officer. That continuity of family ownership is unusual in an industry where many large contact center operators are private-equity backed or publicly traded, and the company points to long-term client partnerships rather than short-term contract churn as its operating model.

InfoCision's service portfolio spans both directions of the contact center business. On the inbound side it handles sales programs, customer support, and customer retention. On the outbound side it runs telemarketing, welcome and upsell calling, SMS programs, and speed-to-lead outreach. It also maintains a substantial nonprofit practice, providing donor services and direct response fundraising support for charitable and religious organizations. Layered on top of those services is a proprietary technology suite covering intelligent virtual agents, call routing, quality and coaching evaluation, and call simulation training.

The company reports that it is headquartered in Akron and actively hires agents across the United States, Puerto Rico, Mexico, El Salvador, and the Philippines, employing thousands of people worldwide. The workforce is concentrated in frontline roles: inbound and outbound agents, team supervisors, quality assurance analysts, workforce management and scheduling staff, trainers, and account or program managers, supported by corporate functions in Ohio.

Company culture and employee programs:

Training and supervision feature prominently in how InfoCision describes its employment model. The company operates an internal training program it calls InfoCision Management Corporation University, which covers both new-agent onboarding and supervisory development, and it publishes an agent dashboard that lets employees track their own performance metrics. Roles are largely production-oriented and schedule-driven, and a portion of the workforce is part-time. Pay structures, incentive plans, scheduling, and benefit eligibility vary by site, program, country, and employment status, so candidates should confirm details with the recruiter handling their application.

Yes. Employers in the contact center and business process outsourcing industry, including InfoCision, are legally permitted to conduct pre-employment background checks on job candidates as long as they follow applicable federal, state, and local law. In the United States, employment screening performed through a consumer reporting agency is governed by the Fair Credit Reporting Act (FCRA), which sets requirements for candidate disclosure, written authorization, and the adverse action process. Where the company operates outside the United States, local employment and data protection law governs instead.

InfoCision is generally reported to conduct background checks as part of its hiring process. That is consistent with standard practice across the contact center and BPO industry, where agents routinely take payment information, access customer or donor records, and represent client brands directly. The particular searches included in an InfoCision background check may vary by role, by the client program an agent is assigned to, and by the state or country where the position is based.

Steps differ by location and role, but contact center hiring typically follows a recognizable path. Candidates apply online, and qualified applicants are contacted for a phone or virtual screening interview. Many employers in this segment include a short skills assessment covering communication, typing, or computer navigation. Candidates may then interview with a site or program leader. Those who receive a conditional offer are generally asked to consent to a background check before a start date is confirmed, with paid classroom training and program-specific certification following once pre-employment steps are complete.

Turnaround depends on which searches are ordered, how quickly courts and prior employers respond, and how many jurisdictions a candidate's history covers. Many contact center background checks are returned within a few business days, while reports that require manual county court retrieval, records from several states, or international verification can take longer. Candidates who want a fuller picture of what drives these timelines can review background check turnaround times.

The employer decides which searches to include. For a contact center role, a background check may cover some or all of the following:

Candidates should read the disclosure and authorization forms provided during hiring to see exactly which searches apply to their role.

The lookback period depends on the type of search and on the law of the state where the candidate lives or worked. Under the FCRA, consumer reporting agencies are generally limited from reporting most adverse information older than seven years, with exceptions that include criminal convictions and positions above certain salary thresholds. Ohio, Pennsylvania, and other states where the company has operated apply their own rules on what employers may consider. Candidates with records in more than one jurisdiction may see different windows applied to different searches within a single report.

InfoCision does not publish a detailed policy on applicants with felony records, and these decisions are typically made case by case. Factors that commonly influence the outcome include the nature and seriousness of the offense, how much time has passed, evidence of rehabilitation, and how the record relates to the duties of the specific role, particularly where a program involves handling payment or donor information. Many states and cities have enacted "ban-the-box" laws that restrict when an employer may ask about criminal history during the application process. Candidates are encouraged to complete applications accurately and to be prepared to discuss their background if it comes up.

Candidates are typically asked to sign a written disclosure and authorization form before any background check begins. Applicants should be prepared to supply accurate personal information, including full legal name, date of birth, Social Security number for United States positions, and address history. Providing accurate details helps ensure searches run in the correct jurisdictions and reduces the risk of delays that can push back a training class start date.

The Fair Credit Reporting Act is the United States federal law that governs how consumer reporting agencies collect, assemble, and share background check information. Under the FCRA, an employer must obtain written consent before ordering a report, must provide a copy of the report and a summary of rights before taking adverse action based on it, and must give the candidate a reasonable opportunity to dispute inaccurate information before making a final decision. For a fuller explanation of how the FCRA and Equal Employment Opportunity Commission (EEOC) guidance apply to employment screening, see this introduction to the Fair Credit Reporting Act (FCRA).

Screening for programs that involve payment card data, donor records, or other sensitive personal information is often broader than for general customer support work. Client contracts and payment industry security standards commonly drive additional requirements, which may include employment verification, a more extensive criminal search, or, where permitted by state law, a review of credit history. Agents assigned to nonprofit fundraising programs may also be subject to state charitable solicitation registration requirements that carry their own disclosure obligations. Candidates should not assume that a single screening standard applies to every program, since requirements can differ by client, by role, and by jurisdiction.

Running a personal background check with Checkr lets you preview what InfoCision may see and helps you identify potential inaccuracies before they affect your job application. In one secure report you can review:

Create your report in minutes at Checkr Personal Background Checks. To showcase verified credentials proactively, build a free Checkr Profile you can share with recruiters, hiring managers, or potential employers.

Check your report status in the Candidate Portal. Or, visit the Checkr Help Center for FAQs, dispute steps, and to contact support.

The resources and information provided here are for educational and informational purposes only and do not constitute legal advice. Always consult your own counsel for up-to-date legal advice and guidance related to your practices, needs, and compliance with applicable laws.