6. Call Structure
Are You Allowed To Call?
(TPS, Data Protection, Paperless DD, PCI Compliance)
Build Rapport
Thank You
Feedback
Update Details
By the way…ask for money
Telephone Fundraising - Simon Scriver
11. Donor Response Spectrum
Regular DD Donors
Lapsed Donors
Other Regular Donors
One-Off Donors
People Who Value You
Volunteers
Fundraisers
Random Strangers
Telephone Fundraising - Simon Scriver
12. Influencing Donors
“We had another member who contributed $_______”
$111.91
$115.00
$110.00
$105.00
$96.98
$100.00
$95.00
$90.00
$86.58
$87.44
$85.00
$80.00
Control
$75
$180
Telephone Fundraising - Simon Scriver
$300
13. Donor Care & Thank You
Affirmation
Validation
Feedbackation
Telephone Fundraising - Simon Scriver
14. Fundraiser Management
Online Event Registrants
that received a phone call
raised $131.42 more than a
registrant who did NOT
receive a call
Courtesy of Mike Johnston
http://hjcnewmedia.com
Telephone Fundraising - Simon Scriver
15. Inbound
Good morning [charity]
Could I make a donation please?
Yes certainly. Just let me put you through to that department please.
Morning, Fundraising. [NAME] speaking.
Hiya, could I make a donation please?
Yes just hang on two seconds.
[SILENCE FOR 33 SECONDS}
Hi. Sorry for the wait. We're just trying to find the right number to put you through to someone. Is that OK?
Yep.
Thanks, cheers.
[SILENCE FOR 6 SECONDS]
Was it an on-line donation you wanted to make?
Um...
Or was it just a cheque?
Er...um...sorry...credit card.
Yeh, that's the number we're just going to find for you. 2 seconds. Sorry for the wait.
[SILENCE FOR 50 SECONDS]
Sorry for the wait can I give you a ring back if you give me your contact details?
Um...it's grand I'll just call back later.
No, sure I can give you a ring back. It's no bother. I'm waiting for this number.
No it's alright.
Oh hang on! I just got it here! Hang on 2 seconds sorry. Yep, would you be able to give this number a ring?
These people will be able to take your payment over the phone now. 0800...
Let me just get a pen. Actually I'll just write it on the computer. OK go ahead.
[GIVES NUMBER]
Does that number work from the Republic of Ireland?
I'm not sure.
OK I'll give it a try.
Thanks bye.
17. What Next?
Corporate Fundraising
Cold Recruitment – Supporters & Surveys
Gift Aid
Be Compliant
Mystery Shop
Test It
Keep Doing It
Remember Why You’re Doing It
Telephone Fundraising - Simon Scriver
“No Standing” guarantee – but in return you have to promise to stay awakeSales isnt giving what dont want - showing how you can give what they want - fortunately everyone wants to make the world a better place.
About me & Total Fundraising (one and only advertise)Selling time share - freds dead
More charities use ‘International Treks’ than Telephone fundraiseEither nobody doing it or misinterpreting ‘telephone giving’ – welcome calling for me is a fundraising call.
‘Integrable’ is a word – not integratableDonors think in terms of on or off.
All roads lead to pledge – take details and confirm in writing (recording recommended but not required)
NOT A SCRIPT!Telephone Preference Service (TPS)The Telecommunications (Data Protection and Privacy) Regulations 1999Paperless Direct DebitPCI Compliance – depends on system
Contactable is no, but still positive – helps attrition and cleans data, allows you to update/get feedbackAverage increase = 63% - average person we call giving €12/€13 and will increase to €21How often? After 6 months and every 6 months if you have a reason to call anywaKFC can ask you to increase the size of the order every time you go – because it tastes so nice.
Again nearly half of nos said they’d think about it.“Do you mind if I ask why you cancelled?”Sooner rather than laterDonors think ON or OFFCircumstances change, bank errors (5 out of 28), didn’t know could reduce/pauseCan’t afford – donate less?
Mystery shopping is so evil. Nobody is perfect.Deleted loads of her nameDoes the declarationGoes on to say that the amount she was giving was a bit of a stretch for some people.Gets OK checks details, gets bank detailsConfirms back everything, reads declaration/legal
About half of nos said to call back or to send information – so maybe?
Similar thoughts to other forms of fundraising:Match gift amount based on donor historyFundraising targets – specific amountsMatch corporate givingJen Shang on Philanthropic PsychologyAsking how many friends you have, trigger words (like ‘caring’ ‘helpful’)Positive information
Story of buying computer games – the regret immediately sinks in after buying or not buying.Play bad welcome call – inspired? Combat the negativity and fear that seeps in.Irish Cancer Society’s thank you dayMarriage Equality calling every 2 weeksDonor Journey
http://www.slideshare.net/hjcnewmedia?utm_campaign=profiletracking&utm_medium=sssite&utm_source=ssslideviewMike JohnstonRing in anticipation of next event$131.42 = €91.55 = £78.26Fundraisers are like donors – it’s on or off.
Also charity forgot to take CVS number, but asked for £10 upwards – lovely.Create a one-sheeter for every staff member that takes a call.
Anyone willing to match it?
Why we’re doing it?Start asking – set yourself a goal…10 people a day? Get 1.