Phon-a-thonsmaximizing   your   (Big   or   Small)   Phon-a-Thon   Program  with   an   automated   Calling   System<br />...
High Point University – Program Overview<br />Automated in Fall 2010<br />Database – WORK IN PROGRESS!!<br />15,000 Active...
High Point University – Training, Training, Training<br />4 Day Training Program	<br />Night  1 - HPU Staff  - Expectation...
High Point University –  Operations<br />2 Teams split-up based on studentschedule<br />3 Supervisors – 1 per team and an ...
High Point University – Future of the Program<br />Customer Focused, not User Focused<br />Segmentation and Personalizatio...
6/1/2009 – 12/31/2010<br />Total $$ Gifts/Pledges - $61,381.00<br />Total Donors – 567<br />Average Gift - $108.25<br />To...
UNCG – Telefund Program Overview<br />Automated Telefund in 1998<br />20 Callers, 4 Supervisors, 2 Monitors and 1 Telefund...
UNCG – Telefund Program Overview<br />Incentives <br />At the beginning of the semester student callers are broken into te...
UNCG – Implementation<br />UNCG upgraded to CAMPUSCALL 3.2 in 2007. <br />Attended RuffaloCody Software Users Group – rece...
UNCG – Implementation<br />Continued Benefits:<br />OGI – we can now utilize 3rd party vendor for credit card transactions...
UNCG - Training<br />3 Day Training Program <br />First night:<br />Ice Breaker<br />Student Caller Manual overview<br />E...
UNCG - Training<br />Third night:<br />Create teams/choose name<br />Computer training<br />Mock phone calls with returnin...
UNCG – Ideas<br />Utilize Telefund program for donor acquisition<br />Secure email and business addresses via CAMPUSCALL –...
UNCG – Statistics<br />Dollars raised = $264,000<br />Number of pledges = 3,826<br />Average Pledge = $75<br />Credit Card...
RuffaloCODY<br />Benefits of Automation<br />Increase Efficiency <br />Technology Advances<br />Reduced Clerical Time and ...
Phon-a-thon Challenges<br />Each Call Counts!<br />Caller Retention<br />Database Management<br />Cell Phones  <br />By 20...
Phon-a-thon Opportunities<br />Recurring Gifts<br />Credit Card Gifts (Avg. 20%)<br />Matching Gifts<br />Collecting Updat...
Questions??<br />
CONTACT INFORMATION<br />Phon-a-thonsmaximizing   your   (Big   or   Small)   Phon-a-Thon   Program  with   an   automated...
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CASE III/IV Phonathon Presentation

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  • IntroductionHow many people are small schools – Alumni Database under 25,000? How many people are from large schools – Alumni Database over 25,000?How many people currently have a manual phonathon process?Interactive session – PLEASE ASK QUESTIONS!Begin story……
  • Automated our program in last fall after 15 years of manual callingDatabase15,0000 Active Alumni3,300 ParentsPhone Finder – Found 3,000 phone numbers (home, fax, cell phone)Began 2009 with 50 Callers and ended the fiscal year with 20. I had phone interviews with 125 students for 50 positions. We also hired 5 reserve students for schedule purposes.In the Fall we hired 22 students.-8 Call Stations (Good – Saving Money) (Bad – Loose the vibe and enthusiasm in the room)Budget2009 – Overall Budget - $26,0002010 – Overall Budget - $26,500 – Capital Expense2011 – Expected Budget - $18,000 2009 – Staff - $13,5002010 – Staff – $4,000 Largest two expenses – Trainer and Staff
  • Training, Training, TrainingNight One (1 ½ hrs.)-Expectations-Paperwork (w-2 and work study forms), Finalize student schedule and place students into teamsRuffaloCODY CAMPUSCALL system training.-Questions from studentsNight Two (3 hr training session)We used a company called Campbell and Campbell which provides develop consulting and phonathon trainers. Our trainer was Shaun Keister from Penn State University. AWESOME!! He brought a perspective from an outside school that set the expectations for students very high and really – SCARED THE STUDENTS! Fundamentals of communication and phonathon – Tone of voice, reactions to questions, and keeping focused on the task at hand. Some calls will take 7-10 minutes, others will take 45 minutes.Begin Mock CallingDay Three (4 – three hour sessions – 8-10 people each)-The topic for this day was RAPPORT – Mock Calling Scenarios -How long can you keep someone on the phone? We did not focus on amount of time, but asking quick and related questions.7-10 minutes phone calls = 90% better chance of getting a gift.Day Four (4 – three hour sessions – 8-10 people each)-Mocking with the focus on specific objectives - Divorce call - He recently passed away call - I hate what the university is doing call - I cannot believe you fired Dr. Smith
  • Customer Focused, not User Focused-Think about the donor as a client.-Will this process be easy for them – from initial phone call till they return their gift.-Making them feel good about the information they are providing and gift they are about to give.Segmentation and Personalization-Who are you calling? - Alumni (LYBUNTS, LAPSED) - Parents (Freshman, Sophomore, Junior and Seniors) - Reunions (Class of 1961) - Unspecified Pledges from Fall - Outstanding PledgesPersonalizationInstant Email from Student Caller48 hr Response Responsiveness and Follow-upDonor Acquisition -463 New DonorsData Collection - Matching Gifts - DatalinkInvoice Process - Tracking and Fullfillment
  • Each Call Counts!-Nightly Constructive Criticism – Manger and Student SupervisorsCaller Retention½ Semester EvaluationPromotionsDatabase Management What happens once the data is collected? – CriticalCell Phones Caller IDIP Phone System
  • Recurring GiftsCredit Card Gifts (Avg. 20%)Matching GiftsCollecting Updated InformationExtend Phon-a-thon ScheduleDecrease Unspecified PledgesNightly Incentives Test! Test! Test!
  • CASE III/IV Phonathon Presentation

    1. 1. Phon-a-thonsmaximizing your (Big or Small) Phon-a-Thon Program with an automated Calling System<br />Chad Hartman<br />Director of Annual Giving<br />High Point University<br />Elizabeth Rivera<br />Associate Director , Annual Giving<br />UNC – Greensboro<br />Mike Vosdingh<br />Vice President, Software Division<br />RuffaloCODY<br />
    2. 2. High Point University – Program Overview<br />Automated in Fall 2010<br />Database – WORK IN PROGRESS!!<br />15,000 Active Alumni<br />3,300 Parents <br />50 Manual Callers - 8 Automated Callers<br />Schedule (Sept. – Nov.) (Feb. – Apr.)<br />Monday, Tuesday, Wednesday, Thursday, Sunday<br />6:00 – 9:00pm Weekdays/2:00 – 5:00pm Sunday <br />Budget<br />
    3. 3. High Point University – Training, Training, Training<br />4 Day Training Program <br />Night 1 - HPU Staff - Expectations, Paperwork, Schedule, Questions, Computer Training.<br />Night 2 – Expectations of training and begin mock calling.<br />Day 3 – Small group sessions focused on rapport and individual repetition. <br />Day 4 – Small group sessions focused on caller reaction and specific objection scenarios.<br />
    4. 4. High Point University – Operations<br />2 Teams split-up based on studentschedule<br />3 Supervisors – 1 per team and an alternate<br />IP Phone System<br />Instant Calling Statistics<br />Employee Total and Completed Calls<br />Total Nightly, Monthly, and Semester Dollars<br /> Incentives – Nightly, Weekly, and Semester <br />
    5. 5. High Point University – Future of the Program<br />Customer Focused, not User Focused<br />Segmentation and Personalization<br />Responsiveness and Follow-up<br />Donor Acquisition <br />Data Collection<br />Invoice Processing<br />
    6. 6. 6/1/2009 – 12/31/2010<br />Total $$ Gifts/Pledges - $61,381.00<br />Total Donors – 567<br />Average Gift - $108.25<br />Total $$ Gifts/Pledges - $69,919.00<br />Total Donors – 593<br />Average Gift - $117.90<br />127 Upgrades/79 First Time Gifts<br />550 Unspecified Pledges<br />4,722 Calls Completed/25% Completion Rate<br />8.43% Credit Card Gifts – 20% Goal<br />66.62% Contact Rate<br />High Point University - Statistics<br />6/1/2010 – 12/31/2011<br />
    7. 7. UNCG – Telefund Program Overview<br />Automated Telefund in 1998<br />20 Callers, 4 Supervisors, 2 Monitors and 1 Telefund Coordinator - (Assistant Director position)<br />86,000 Alumni database and 12,000 Parent<br />Fall schedule – September – December<br />Spring schedule – January – May<br />Will implement summer calling in 2011<br />Segment by each of the 7 schools/college and The Graduate School <br />
    8. 8. UNCG – Telefund Program Overview<br />Incentives <br />At the beginning of the semester student callers are broken into teams of two. <br />Each supervisor “manages” their team for the entire semester.<br />Prizes are awarded on a nightly, weekly, monthly and semester basis.<br />Supervisors utilize the “Online Statistics” report in CC – to report on team totals throughout the calling shift.<br />Callers review their “Caller Statistics” report on the caller screen throughout the shift to ensure their stats are in par with their team. <br />
    9. 9. UNCG – Implementation<br />UNCG upgraded to CAMPUSCALL 3.2 in 2007. <br />Attended RuffaloCody Software Users Group – received detailed training regarding transition.<br />Trainer was brought the campus to meet and train with staff on 3.2. <br />Benefits of transition include:<br />Web interface – much faster <br />Caller screen more user friendly<br />Dialing more sophisticated<br />
    10. 10. UNCG – Implementation<br />Continued Benefits:<br />OGI – we can now utilize 3rd party vendor for credit card transactions. <br />Sophisticated Reporting<br />Batch reports<br />Multiple Daily, Monthly and Historic Reports<br />UNCG will be transitioning to version 3.5 in Summer 2011<br />Focus on email acknowledgements<br />Recurring payments via authorize.net <br />
    11. 11. UNCG - Training<br />3 Day Training Program <br />First night:<br />Ice Breaker<br />Student Caller Manual overview<br />Explain the importance of student caller job<br />UNCG trivia<br />Second night:<br />Review script<br />Road maps – students come up with their own “elevator speech”<br />Mock phone calls<br />Objection responses<br />
    12. 12. UNCG - Training<br />Third night:<br />Create teams/choose name<br />Computer training<br />Mock phone calls with returning callers while using computer <br />Use specific scenarios for objection responses<br />Sit by returning caller to hear actual phone call<br />
    13. 13. UNCG – Ideas<br />Utilize Telefund program for donor acquisition<br />Secure email and business addresses via CAMPUSCALL – uploaded to Banner each day<br />Personalized pledge reminder letters which include social media cards<br />Focusing on less considers<br />Calculated ask amounts<br />Recognition societies and major gift information show up on the caller screen<br />
    14. 14. UNCG – Statistics<br />Dollars raised = $264,000<br />Number of pledges = 3,826<br />Average Pledge = $75<br />Credit Card % = 20%<br />Upgrade = 30% Equal = 52% and Less = 19%<br />Growth past three years<br />Increased credit card % from 11% - 20%<br />Increased avg. gift from $68 - $75<br />Increased pledge fulfillment from 62% to 76%<br /> Acquired 1,400 new donors <br />
    15. 15. RuffaloCODY<br />Benefits of Automation<br />Increase Efficiency <br />Technology Advances<br />Reduced Clerical Time and Paperwork<br />Increased Quality<br />Other Benefits<br />Segmentation<br />Calling Pools<br />Reporting<br />
    16. 16. Phon-a-thon Challenges<br />Each Call Counts!<br />Caller Retention<br />Database Management<br />Cell Phones <br />By 2012, 33% of households will be wireless only<br />Telemarketing Legislation<br />Caller ID<br />IP Phone System<br />
    17. 17. Phon-a-thon Opportunities<br />Recurring Gifts<br />Credit Card Gifts (Avg. 20%)<br />Matching Gifts<br />Collecting Updated Information<br />Extend Phon-a-thon Schedule<br />Decrease Unspecified Pledges<br />Nightly Incentives <br />Test! Test! Test!<br />
    18. 18. Questions??<br />
    19. 19. CONTACT INFORMATION<br />Phon-a-thonsmaximizing your (Big or Small) Phon-a-Thon Program with an automated Calling System<br />Elizabeth Rivera<br />Associate Director , Annual Giving<br />UNC – Greensboro<br />esrivera@uncg.edu<br />(336) 334-5812<br />Chad Hartman<br />Director of Annual Giving<br />High Point University<br />chartman@highpoint.edu<br />(336)841-9239<br />Mike Vosdingh<br />Vice President, Software Division<br />RuffaloCODY<br />Mike.Vosdingh@ruffalocody.com<br />(319) 730-2444 or (800) 756-7483<br />
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