Decision Maker Contacts

Decision maker contacts are effective when the organization needs to know answers on what customers think of its service.

The Method
The outbound call centers work with the clients to develop a specific program to their specifications to represent their product or service in the most effective way. Decision maker contacts may be used to represent the total number of live contacts that the Customer Service Representative (CSR) made during outbound calling or e mailing to a known decision maker. Or, it may be refined to indicate only the number of decision maker contacts per hour.

In order to build an effective Decision Maker Contact Program, it is necessary for the CSRs to know and understand the client's audiences. Therefore, to ensure successful communication and contact with decision makers, they learn about their needs, likes and dislikes, media habits, levels of community involvement and favorite issues. The profile should be updated as often as necessary to maintain current and accurate information.

In order to build an effective Decision Maker Contact Program, it is necessary for the CSRs to know and understand the client's audiences. Therefore, to ensure successful communication and contact with decision makers, they learn about their needs, likes and dislikes, media habits, levels of community involvement and favorite issues. The profile should be updated as often as necessary to maintain current and accurate information.

Customized Solutions
Several types of communications can be effective in building relationships with decision makers. Personal meetings being the most effective. The CSRs can easily develop and maintain ongoing personal relationships with decision makers, developed primarily at a time when there is little need (i.e. before a problem is discussed). Therefore, when problems do arise and assistance is needed from decision makers, they can be called in a personal manner to discuss the issues. Additionally, it is important that year-round contact be planned. Face-to-face visits, correspondence and direct involvement programs must be thoroughly and completely planned for each decision maker and corresponding CSR contact.

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