Phonathon:            From Preparation through Follow-Up                       Kelly Sheetz                         Novemb...
Protecting and Preserving the   www.cjwconsulting.com  Institutional Memories of  Nonprofits Since 1993                   ...
Affordable collaborative data             management in the cloud.A Service   Of:                     Sponsored by:
Today’s Speaker                                          Kelly Sheetz                           Director of Development Se...
Phonathon Preparation/FollowupGetting data and human resources ready forwhat happens before, during and after the         ...
Steps for a Successful Phonathon   Who do we call       Create calling pools            Groups of prospective donors ma...
Steps for a Successful Phonathon   Prepare for Training/Warmup       Explain training materials       Plan exercises/ro...
Before   Data Management       Develop pre-call list       Compile good prospect list(s)            Organize into call...
Before   Send a pre-call letter       Include response device/envelope       Let constituents know when calls will begi...
Before   Location, location, location       Lots of phones       Good food, beverages, snacks       Confirm site 1-2 d...
Before   Volunteers       Allow 4-6 weeks to recruit            Get 1/3 more than needed, twice as many             wor...
Before   Volunteers       Educate your callers            Communicate value            Be passionate            Say t...
During   Don’t focus on the money            Don’t sacrifice participation in the quest for a             larger gift. Y...
During   Give each caller a packet   Train volunteers       Mission       Goals for callers/phonathon       Explain a...
During   Train volunteers       Recordkeeping requirements       Thank yous       TEAMWORK       ENCOURAGEMENT       ...
During   Assign Rovers       Check on callers       Pick up paperwork       Bring water, snacks   Watch the time    ...
After   Ask volunteers to fill out questionnaire   Mail thank you letters   Review/record lessons learned   Compute st...
Using Data   Compute Statistics       #/$ of pledges       Average pledge       # Unspecified pledges       # Reached...
After   Remember: Statistics have shown that    5% of people who say no are truly    unable to give, up to 50% will not b...
Using Data   Update your database!       Do Not Call       Demographic information updates            Email          ...
A few more thoughts   Supervisors/Managers       Don’t gloss over the warmup       Do manage callers during phone hours...
Find listings for our current season          of webinars and register at:            NonprofitWebinars.comA Service   Of:...
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Phonathon: From Preparation through Follow-Up

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This webinar is designed for organizations conducting phonathons using volunteers or paid in-house staff, Board or students. We will cover the steps to take for a successful phonathon before, during and after the event. In addition to data-related issues, we will define ways to make the calling location comfortable, offer tips on how to get callers interested and motivated, best times to call, and much more.

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Phonathon: From Preparation through Follow-Up

  1. 1. Phonathon: From Preparation through Follow-Up Kelly Sheetz November 15, 2011A Service Of: Sponsored by:
  2. 2. Protecting and Preserving the www.cjwconsulting.com Institutional Memories of Nonprofits Since 1993 (866) 598-0430 info@cjwconsulting.comA Service Of: Sponsored by:
  3. 3. Affordable collaborative data management in the cloud.A Service Of: Sponsored by:
  4. 4. Today’s Speaker Kelly Sheetz Director of Development Services and Operations North Park UniversityAssisting with chat questions: Hosting:April Hunt, Nonprofit Webinars Cheryl J Weissman, CJW Consulting & Services, Inc.A Service Of: Sponsored by:
  5. 5. Phonathon Preparation/FollowupGetting data and human resources ready forwhat happens before, during and after the calling Presented by 8331 Central Avenue Morton Grove, IL 60053 800/977-6377 www.cjwconsulting.com
  6. 6. Steps for a Successful Phonathon Who do we call  Create calling pools  Groups of prospective donors matched with callers Prepare needed materials  Training materials  Scripts (do not steal/reuse)  Pledge Cards
  7. 7. Steps for a Successful Phonathon Prepare for Training/Warmup  Explain training materials  Plan exercises/role play The right location  Parking available?  Directions to location  Good space for serving food
  8. 8. Before Data Management  Develop pre-call list  Compile good prospect list(s)  Organize into calling pools  Eliminate duplication  Develop a pledge card  Design call sheets  Demographics  Giving history  Class year, etc
  9. 9. Before Send a pre-call letter  Include response device/envelope  Let constituents know when calls will begin  Ask for gift now to have their name removed from call list for this phonathon
  10. 10. Before Location, location, location  Lots of phones  Good food, beverages, snacks  Confirm site 1-2 days prior  Arrange for cleanup each night When to call  Best evenings said to be Tuesday through Thursday, best times 6:30 to 9:30 PM  9:30 might be too late for some donors – know your constituents!
  11. 11. Before Volunteers  Allow 4-6 weeks to recruit  Get 1/3 more than needed, twice as many workers as phones  Callers can pair up with one calling, one doing paperwork; then switch  Volunteers uncomfortable on phones can do clerical tasks  REMIND Volunteers a week prior Make it enjoyable  Get a photographer
  12. 12. Before Volunteers  Educate your callers  Communicate value  Be passionate  Say thank you first to those who are already donors  Don’t give up at “No”  INFORM your callers  What do we know about the people they are calling  Call Sheets  Ask Amounts  Provide packets  Letterhead, note cards, forms, stamps, etc.
  13. 13. During Don’t focus on the money  Don’t sacrifice participation in the quest for a larger gift. You will need those donors in your pool Don’t use the same ask amounts every year  Tweak based on donor capacity to give and needs of the institution
  14. 14. During Give each caller a packet Train volunteers  Mission  Goals for callers/phonathon  Explain all materials  Discuss confidentiality  Use of phones and script  Call length
  15. 15. During Train volunteers  Recordkeeping requirements  Thank yous  TEAMWORK  ENCOURAGEMENT  Use demonstrations or role Ask volunteers to commit  Volunteers who have pledged/given will do better
  16. 16. During Assign Rovers  Check on callers  Pick up paperwork  Bring water, snacks Watch the time  No one should be on the phone for more than 3 hours  If possible, have callers switch between calling/clerical work
  17. 17. After Ask volunteers to fill out questionnaire Mail thank you letters Review/record lessons learned Compute statistics Send summary to all volunteers Update your database!!  Do Not Calls, updated demographic info, etc.
  18. 18. Using Data Compute Statistics  #/$ of pledges  Average pledge  # Unspecified pledges  # Reached  # Refusals  # Unreachable
  19. 19. After Remember: Statistics have shown that 5% of people who say no are truly unable to give, up to 50% will not be at home when you call, and pledges of unspecified amounts can increase the bottom line by up to 50%
  20. 20. Using Data Update your database!  Do Not Call  Demographic information updates  Email  New Phone number  Death/divorce  Etc.  Enter pledges  Indicate unspecified pledges
  21. 21. A few more thoughts Supervisors/Managers  Don’t gloss over the warmup  Do manage callers during phone hours  Don’t use the time for paperwork, etc. Telemarketing  More effective with cold calls/non-donors  Will not get discouraged by repeated refusals  Try to pair callers with prospects they know
  22. 22. Find listings for our current season of webinars and register at: NonprofitWebinars.comA Service Of: Sponsored by:

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