InfoCision Client Relations

Business Processes & Strategies

Steve Brubaker, Chief of StaffMike Herston, Vice President, IT Client Services

October 25, 2012

InfoCision: Our history

• Founded in 1982, began making phone calls in 1985

• Company name derived from the words “Information” and “deCision”

• Under Gary Taylor’s leadership, InfoCision became one of the fastest growing private companies in America

• Grown from 4 Communicators in 1985 to 3,500 today.

• $180 million annual sales

• Provide full spectrum of direct marketing services– Core competency is call centers

• Currently work with over 100 “brand name” clients– 11 Fortune 500 Companies

• Multiple awards as a top employer– Plain Dealer Top Workplaces, NorthCoast 99

• Average annual growth rate is 10 percent– Fueled by continually exceeding client expectations

InfoCision: Today

• Quality– Highest ROI

• Training– Invest in training that gives agents the best chance to succeed– Get client involved to make agents true brand ambassadors

• Personalization– No two clients are the same– Reports and statistics tailored to fit their needs

• Involvement– Scripts can be updated on the fly based on real-time data

Our strategy for client relationships

Initial Engagement

• Call Center Perspective

– What problem / opportunity is being recognized?

– What value does an outsourced partner bring?• Critical for success to recognize and remember

– What defines a successful engagement?• What makes the partnership successful in the eyes of the client?

Process Definition

• Define overall process

• Break the process down into steps

– Understand the “actors” for each step of the process

– Identify areas that are unclear or present challenges

– Model the process “on paper”• Include failure paths

– Agree upon the process model.

Customer ListBuying / Giving HistoryClient-Specific Attributes

Data ValidationsAddress VerificationDemographic Attributes

Sale, Donation, VolunteerAppeal / Pitch AffinityInformation Verification

Enhanced DataBuying / Giving InfoAffinity Info

Information Flow

• Circular process

– Data from client (or external sources)

– Pre-call scrub and data append

– Call Center capture and verification

– Feedback data to client

– IMPORTANT Repeat!

InfoCision Client Relations

Business Processes & Strategies

Steve Brubaker, Chief of StaffMike Herston, Vice President, IT Client Services

October 25, 2012