KUT Spring Membership Drive March 1 - 9

Online Volunteer Training

THANK YOU! Thank you for taking time out of your schedule to help KUT

during our on-air membership drive. Please let us know if there is anything we can do to improve your experience.

Using your Pledge Phone• Once you’ve gone over the volunteer training, it’s time to sign in to your

phone!– Instructions for what code to dial to sign in to your headset will be on

your phone. – Put on the headphones, and adjust the microphone so that it is near

your mouth.– Press the big On/Off button on the phone – this is what you use to

pick up a call, and hang as well.– Follow the instructions on your phone to sign in, and press On/Off to

hang up.– Now your phone is activated and ready to receive calls! – Make sure that any time you get up from your station, that you follow

the instructions on your phone to sign out. This way your phone won’t ring while you are away from your station.

Starting a Pledge

1. This signs you in to the system! Type in your First and Last Name. Then click “Initiate a pledge”.

POP UP WINDOW

1. Enter the caller’s first and last name (in that order) and click SEARCH NAME.

2. This finds people in our database with that name. A list will pop up. If you see someone on the list with the same name, ask the caller if that is their address. If so, click SELECT. If no, close the pop-up window and enter their information in.

3. Note: Do your best to avoid adding someone who is already there! Make sure addresses match, keep an eye out for shortened names like Bill/William and spelling errors.

4. You can use the CLEAR SECTION button to erase and start over. If the person you selected is correct, but their address or other info needs to be updated, type the new info over the old info.

Finding and Entering the Caller’s Info

Donation Levels & Business Memberships1. Click the button next to the amount they want to pledge. If the amount isn’t listed, click the button next to “Other” and enter the amount. Don’t include the $ sign or decimals: e.g. 40 (NOT $40.00).

2. If the caller pledges $500 or more, it may be a Business Circle pledge, so ask them if it is.

3. Business Members get:o 2 on-air announcements per day during the drive.

o A one-year listing in the Business area of the KUT website and one thank you gift.

o The business must pay by credit card (either in full or installments) to have their name read on air for the duration of the drive.

4. Use the drop down menu to choose the business type.

Taking a Payment1. Ask the caller if they

would rather pay with a credit card, or be billed. Select the option they choose.

2. If they are paying with a credit card, you will be asked for the number AFTER you hit continue at the end.

3. If the caller is paying month-to-month, ask if they want us to automatically renew their membership for them. This eliminates renewal notices because they’ll always be current members. They can cancel anytime by contacting KUT. Click Yes if they want to do this. Note: These members are called Sustaining Members.

1. If the caller is pledging an amount that qualifies them for a thank-you gift, ask them if they would like one!

2. Use the drop down menu to select a gift. Click on the requested gift and it will be added to the pledge.

3. You can add multiple gifts, as long as the gift amount does not exceed the pledge amount. For example, if you pledge $140 you can get the mug ($60 level) and the t-shirt ($80 level).

4. To remove a gift added by mistake, click on the “Remove” button.

5. If the item the caller is looking for is not listed, enter the item into the box below the drop-down menu.

All pledges are tax deductible. The fair market value of a requested gift will be subtracted from the pledge to get the tax deductible amount.

Thank You Gifts

1. Ask if the person works for a company that matches pledges. KUT will get in touch with the person regarding their matching gift.

2. Ask if we can read their name on air. If the caller says yes, type in the pronunciation of their name if it is difficult here. If the caller hangs up before you ask, click NO.

2. Ask if the caller has any comments they would like the on-air hosts to announce. There is no guarantee that the comment will be read on-air.

3. Next ask if the caller has any comments for the membership staff - these are comments that require an action on KUT’s part: “Remove John Smith from record”, “Duplicate mailings being sent”, etc

Additional Questions

Pledge is in honor of her dog, Rowdy

Clicking Continue

Make sure to review the information before clicking continue. Once you click “Continue” (the button will read “Submit” if you chose cash/check), you cannot

change any information.

1. If you chose the Credit/Debit option, this window will pop up after you hit Continue.

2. Enter the credit card number and the expiration date.

3. Then click the “Pay” button.

Adding their Credit Card Info

Important Credit Card Information!

• It is possible that while you are on a phone call, a person’s credit card might not be accepted.– If this happens:

• The Credit Card window will display one of two error messages (see next 2 slides for images of these):

• Tell the person there was an error with their card and apologize. If the Card Entry screen is still available, try the card again. If it is not available, or the card is declined again, apologize to the caller and say:

– “I’m sorry, there was a problem with the card. We’ll send you a bill in the mail that you can mail back with your card info, or a check.

• Then go ahead and print the pledge as normal.

1. This is one of the possible error message you will see if there is a problem with the card number.

Declined Card – Wrong Number

1. This is the other possible error screen you will see if there is a problem with the card.

2. Check the box to change the mode of payment to cash.

3. Make sure to apologize to the caller, and let them know that we’ll send them a bill in the mail they can return with a check or card info.

4. We cannot store or write down credit card numbers due to PCI compliance laws.

Declined Card – Expiration Date

Successful credit card entry!

1. A window will pop up. Click PRINT. DO NOT hit Cancel. This is very important!!!

We use these printed sheets to keep track of pledges.

2. Click “Next Pledge”

Finishing a Pledge

Telephone Etiquette & Pledge Captains

• This is the only personal interaction the majority of our listeners will have with the station, so please be courteous and understanding.

• While most callers are very nice, occasionally someone may be unhappy with the station or have questions for the staff. Please write down all questions and comments on the notepad at your statement, and give to your Pledge Captain. Make sure there is contact information on it, and the caller’s name.

• Who are the Pledge Captains, you ask? Two KUT staff members will be in charge of your shift. You’ll meet them when you arrive, and they can answer any questions you may have.

IT’S NEVER WRONG TO ASK FOR HELP!

Where is KUT?

KUT is located in the Communications B Building (CMB) at the corner of Dean Keeton (26th) and Guadalupe. The physical address is 2504 Whitis Avenue.

Walk up the stairs to the KUT Lobby, one floor up from street level. The pledge area is in the back of the room. We’ll have signs posted to help guide you there.

Alternative transportation options (parking options on next slide):

•There is ample bicycle parking on both sides of the building.•Several city and UT Shuttle buses drop off near the building. Route info found at www.capmetro.org•Carpooling is great way to get to know your fellow volunteers better!

KUT

Where to Park?

Validated volunteer parking for the Pledge Drive will be for the San Antonio Garage, located at 2420 San Antonio Street across Guadalupe from the KUT building.

There is also self-pay parking at the 27th Street Garage on 27th & Speedway (also called University), but we cannot validate for this garage.

Parking

KUT

Questions? Schedule Change?

•Sign in and make a name tag•Grab a snack •Find an empty phone station•Read the instruction sheets taped to the table•Go over this orientation one more time at your station•Ask a member of the staff any questions that need clarification•Activate your phone and start taking pledges!

Arrive 5 minutes before your scheduled shift so you can:

Thank you for volunteeringyour time to KUT Radio!

If you have questions or need to cancel your shift, email kcates@kut.org or call Kim at (512) 471-3018