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