Increasing phonathon pledge fulfillment by making a better case for credit cards

Capturing gifts immediately on credit cards is the best way to improve phonathon pledge fulfillment and dollar fulfillment rates. The higher the percentage of pledges completed on the phone, the more pledges and dollars your institution has in the door right now.

Below are 5 simple credit card tips that are easy to implement and will have lasting results for your phonathon pledge fulfillment:

1. Recruitment

Credit card success starts at recruitment. Present your candidates with the fact the job requires them to process credit cards, because by doing so, it sets the precedent for the job’s priorities. Below is a recent flyer I used, which mentions credit card processing as part of the job.

Start increasing phonathon fulfillment rates by emphasizing credit card processing in your caller recruitment

As you may notice, there is no indication of pledge cards in the advertisement. By doing so, we set the precedent for our preferred fulfillment practice – credit cards.

2. Interviews

In the past, I’ve blogged about 1:1 interviews and group interviews. Regardless of how you hold interviews, when reviewing the job description with your candidates, be sure to address credit cards. Explain how they are utilized and why they are the preferred method of gift processing. If you have callers read through a sample phonathon script during the interview, have it include credit card asks. Avoid discussing the option of sending donors pledge cards at this stage.

3. Training

Initial training:

After you’ve selected your candidates for hire, train them to be credit card champions! Spend considerable time reviewing the importance of gift fulfillment and best practices. Set the bar high in terms of their credit card percentages. Only after you review the process of accepting credit cards extensively should you introduce the notion of pledge cards.

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4 Calendar Year End Tips from Phonathon

I know December is here at University of Rochester Calling Center when the student callers are lugging around ten-ton backpacks, the office perpetually smells of freshly brewed coffee, candy wrappers litter the calling areas, and we are sporting colorful winter apparel. We are working hard to keep our callers energized and round out our calling for the calendar year on a strong note!

Here are four tips that can help to ensure success during this critical time at your own telefund:

1. Track to goals. Make a plan and take action.

If you have not already thought about goals that your program should attain by the end of the calling year, this is the time to establish and work towards them. Take a look at how far you are from your goals. What do those goals look like divided per remaining week, day, shift, and hour left of calling? Are they attainable, and if so, what will you do to achieve them? Continue Reading »

3 Stages For Great Caller Group Interviews

I don’t know about you, but we are in the thick of phonathon interviewing and hiring season here at University of Rochester.  We have so many great applicants, and it’s certainly difficult to make choices. I recently wrote a post about one-on-one phonathon interviews, and I thought that now would be a perfect time to expand on the subject and touch upon phonathon group interviews. Here are some tips for conducting group interviews across the pre-interview, interview, and post-interview stages:

Pre-Interview Stage

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Tips for Great Phonathon Interviews

Fall is almost upon us…the season of peacoats, beautiful foliage, pumpkin spice lattes, and phonathon interviews! Here are some of my tips for conducting your one-on-one interviews with prospective student fundraisers:

Kicking off the Interview:

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6 Stages for Motivating Student Phonathon Callers

motivationcroppedsmallAs a phonathon manager, student motivation is one of the most important aspects for me to consider in gearing up for a successful year of calling. When my student employees are satisfied in the workplace, their calls are more enthusiastic and personable. Motivated callers also mean less turnover, higher productivity, better calling expertise, and greater buy-in to the value of annual giving. Combined, these elements translate into better performance for the entire phone program.

Simply put, happy callers = results.

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