Stunning placement among larger national companies reflects industry respect for InspiriTec’s values and performance – especially during a tumultuous pandemic year.
For the fifth year in a row, InspiriTec, Inc. has made Philly.com’s list of the Top Workplaces in the Delaware Valley Area. That would be cause enough for celebration – but for InspiriTec, 2021 seems like a breakthrough award in a breakthrough year.
Quite a year it was. In the 2020 Top Workplaces list, ranked among medium-size companies. But in pandemic year 2020-2021, InspiriTec grew into the Large Companies category and placed a breathtaking fifth.
“We’re bigger and better,” said founder and CEO John Connolly. Noting that the list has InspiriTec rubbing elbows with giant companies such as Comcast, Toll Brothers, and Independence Blue Cross, Connolly said, “It’s flattering to be mentioned on the same breath as such prominent, often national companies.”
The results are especially gratifying, Connolly continued, because it represents industry appreciation. The Top Workplaces list derives entirely from workplace surveys at hundreds of companies, with results tabulated by Exton, Pa.-based Energage, Inc. This year almost 43,000 people responded.
Founded in 2000, InspiriTec is a nonprofit specializing in contact center and IT help desk services. Its model as a “social entrepreneurship” combines the efficiency of a business with the inspiration of a social-service organization.
Far from shrinking during the pandemic year, InspiriTec added hundreds of new staffers, acquired important new contracts, and managed to shift operations to work-at-home. That’s all the more remarkable because, along with the highest standards of customer service, InspiriTec has a 20-year-old commitment to hiring veterans, differently abled workers, and people with disadvantages – “and,” as Connolly put it, “showing they can do the job and do it very well.
“We’ve created an environment where all this can happen,” Connolly said. “Our DNA is such that if you take care of your employees, it naturally follows that you take care of your customers.” InspiriTec’s many service awards, he said, “show that our employees are carrying our mission forward. If you’re our client, you get inclusivity, you get a diverse staff that provides excellent customer service, and you can serve underrepresented people, all at once.”
Managers and staffers alike attribute the Top Workplaces recognition to a singular, compassionate company culture. Alanna Marshall, Service Manager at the Public Safety Service Desk in Wyomissing, Pa., said, “When it comes down to our employees, we go beyond just getting the job done. We work to make sure you are the best at your job. If you need special accommodations, we will work to get them for you. Whatever we can do, we do.”
Fellow Service Desk Manager Sara McGraw said, “If an employee comes to the door and needs to talk, it’s as if I sweep all my papers off the desk. We’re really looking out for what’s best for them.”
At InspiriTec, Case Managers form an all-important layer in the company structure. Their job is both to ensure the best possible customer service and also to ensure employee welfare. Nick Mendillo, Senior Case Manager in the Philadelphia office, said, “The Case Management Department is the heart and soul of the company. On my first day at the job, I didn’t know what to expect. I’d never heard of such work. But it’s exciting and really unique. It’s cool to be a part of.”
Process Analyst Nicole Harris said that “people here are willing to listen, to understand what’s going on in our lives. I feel I am definitely heard. One word for InspiriTec: considerate.” Hassan Amin, Level II Analyst, said, “They are people who can listen and understand across different backgrounds, knowledge levels, and culture – and that is simply something you don’t see very much. They listen, they help, they care.”