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

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CASE III/IV Phonathon Presentation

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Editor's Notes

  1. 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……
  2. 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
  3. 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
  4. 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
  5. 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
  6. Recurring GiftsCredit Card Gifts (Avg. 20%)Matching GiftsCollecting Updated InformationExtend Phon-a-thon ScheduleDecrease Unspecified PledgesNightly Incentives Test! Test! Test!