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CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
CASE III/IV Phonathon Presentation
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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!
  • Transcript

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