by Adrian Salmon, Annual Fund Manager, University of Leeds (formerly Head of Client Services, The Phone Room Ltd.)
September 2009
25 pp A4 (2 contents pages, 1 end cover)
The aim of this short pamphlet is to give you an overview of the principles of telephone fundraising; to show you how flexible, powerful and versatile a communications tool it still is; and, for those of you who are using telephone fundraising, to make some suggestions about how you might ‘freshen up’ a telephone programme that you feel is becoming a little stale.
It isn’t a ‘how-to’ step by step guide to running a phone campaign; that would be a whole book in itself! But I hope to cover the essential principles behind running one, that you should be familiar with whether you run campaigns yourself or engage outside help.
<strong>Table of contents</strong>
A dedication and a disclaimer
Background
What this pamphlet is - and isn’t!
So, why use the telephone at all?
- What about cost?
So, who should use the phone?
What do you need to use the phone?
Donation methods
- Think about response first!
- Paperless Direct Debit (PDD)
- Credit Card
‘Restricted’ vs ‘unrestricted’ gifts?
Permission based fundraising
Pre call communication
- The ‘pre-call or not’ debate
- Why, and when, you should consider pre-call communication
Ask Levels
- How much can you ask for?
Scripting
Testing - why, and what?
- Testing for first-timers
- Testing with existing programmes
Budgeting and forecasting
- What are your key figures?
How to measure success
Post call communication
- Fulfilment
- Follow-up information
- Fulfilment and follow-up via email
Is your phone programme feeling tired?
Integration with new media
Agency or in-house?
- Pros And Cons
- Pros of an agency
- Cons of an agency
- Pros of In-house
- Cons of In-house
How to manage an agency
- Choosing
- Briefing the calling team
- Motivating and inspiring
- A warning
- Back to motivating and inspiring
Some agencies for you:
- Outsource model (you use their callers on their premises):
- Onsite model (will come to you):
- Direct Debit Bureaux (will help you with PDD)
<em>Photo: <a href="http://www.flickr.com/photos/djbrady/1393274280/">UK telephone box by DanBrady on Flickr.com</a>
Photo: <a href="http://www.flickr.com/photos/philliecasablanca/2070476609/">Bat Phone by Phillie Casablanca on Flickr.com</a></em>
<p>by Adrian Salmon, Annual Fund Manager, University of Leeds (formerly Head of Client Services, The Phone Room Ltd.)<br />
September 2009<br />
25 pp A4 (2 contents pages, 1 end cover)</p>
<p>The aim of this short pamphlet is to give you an overview of the principles of telephone fundraising; to show you how flexible, powerful and versatile a communications tool it still is; and, for those of you who are using telephone fundraising, to make some suggestions about how you might ‘freshen up’ a telephone programme that you feel is becoming a little stale.</p>
<p>It isn’t a ‘how-to’ step by step guide to running a phone campaign; that would be a whole book in itself! But I hope to cover the essential principles behind running one, that you should be familiar with whether you run campaigns yourself or engage outside help.</p>
<p><strong>Table of contents</strong></p>
<p>A dedication and a disclaimer</p>
<p>Background</p>
<p>What this pamphlet is – and isn’t!</p>
<p>So, why use the telephone at all?<br />
- What about cost?</p>
<p>So, who should use the phone?</p>
<p>What do you need to use the phone?</p>
<p>Donation methods<br />
- Think about response first!<br />
- Paperless Direct Debit (<span class="caps">PDD</span>)<br />
- Credit Card</p>
<p>‘Restricted’ vs ‘unrestricted’ gifts?</p>
<p>Permission based fundraising</p>
<p>Pre call communication<br />
- The ‘pre-call or not’ debate<br />
- Why, and when, you should consider pre-call communication</p>
<p>Ask Levels<br />
- How much can you ask for?</p>
<p>Scripting</p>
<p>Testing – why, and what?<br />
- Testing for first-timers<br />
- Testing with existing programmes</p>
<p>Budgeting and forecasting<br />
- What are your key figures?</p>
<p>How to measure success</p>
<p>Post call communication<br />
- Fulfilment<br />
- Follow-up information<br />
- Fulfilment and follow-up via email</p>
<p>Is your phone programme feeling tired?</p>
<p>Integration with new media</p>
<p>Agency or in-house?<br />
- Pros And Cons<br />
- Pros of an agency<br />
- Cons of an agency<br />
- Pros of In-house<br />
- Cons of In-house</p>
<p>How to manage an agency <br />
- Choosing<br />
- Briefing the calling team<br />
- Motivating and inspiring<br />
- A warning<br />
- Back to motivating and inspiring</p>
<p>Some agencies for you:<br />
- Outsource model (you use their callers on their premises):<br />
- Onsite model (will come to you):<br />
- Direct Debit Bureaux (will help you with <span class="caps">PDD</span>)</p>
<p><em>Photo: <a href="http://www.flickr.com/photos/djbrady/1393274280/">UK telephone box by DanBrady on Flickr.com</a></p>
<p>Photo: <a href="http://www.flickr.com/photos/philliecasablanca/2070476609/">Bat Phone by Phillie Casablanca on Flickr.com</a></em></p>2009-09-29T14:58:02+01:00fundraising-by-phone9315662download2009-09-29T14:58:02+01:00Fundraising by Phone2009-09-30T19:18:53+01:00Adrian Salmoncommunications, telephone2009-09-29T14:58:02+01:00manual024651622deny1Default120.009315662asalmon_001Default2009-09-29T14:58:02+01:002009-09-30T19:14:21+01:0019024662193156622009-09-30T19:14:21+01:00http://cdn.shopify.com/s/files/1/0029/3602/products/telephone_phonebox_danbrady_flickr.jpg?12555179542009-09-30T19:10:30+01:0019023982293156622009-09-30T19:10:30+01:00http://cdn.shopify.com/s/files/1/0029/3602/products/red_telephone_phillie_casablanca_flickr.jpg?1255517954