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Lehigh’s Telemarketing ProgramAutomated Phonathon System:
Campus Call From Ruffalo CODY Presented By Jerry Lennon
November 20 2007
General Announcements:
Please turn off all cell phones/pagers* If you must leave the session early,
please do so as discreetly as possible Please avoid side conversations during
the session Questions will be answered at the end
of the session
Thank you for your cooperation*Dear Attendees,
For this infraction you will be fined $10. Payable to the presenter immediately.
All fines will be doubled for repeat offender.
Thank you
Lehigh’s Calling Programs
Telemarketing history Rationale for calling program Organizational context Challenges from the past, present and
future
Why is a calling program so important?
Small gifts add up quickly
Number of contacts Positive rapport Each caller takes their
own unique approach
Personal contact Valuable work
experience Feedback from alumni
Organizational Context
Changes in the organization– Leadership– Staff
Types of initiatives– Membership drives, campaigns, scholarships,
buildings
New technology– Hardware/Software
Past, Current And Future Challenges
Doing more with less Increase in complexity Changes in technology Better reports Greater volume of data Going paperless
Motivation
38% Decrease in dollars raised from 2003 to 2006
$0
$200,000
$400,000
$600,000
$800,000
$1,000,000
$1,200,000
2003 2004 2005 2006
Dollars Raised
Motivation
48% Decrease in pledges from 2003 to 2006
0
1000
2000
3000
4000
5000
6000
7000
8000
2003 2004 2005 2006
Pledges
Best Guess
Longer duration of pledges Increase number of gifts instead of pledges Economic downward turn Reduced matching gifts Do not calls to honor or not
Challenges
Relocation of calling center Data Sheets Manual dialing Handwritten notations Reinvigoration of the LINERS brand Better report monitoring
Selection Process
Background research– Peer institutions– Best practices– Examples
Select vendor pool – Ruffalo Cody– SunGard/ BSR – Dial Vision
Final decision – Ruffalo Cody
Benefits
Increased efficiency Reduced errors Less paperwork Increased quality Savings in time and resources
Verify Information
RCData pump
The HowBanner
Data Base
RCData pump
Extract Data
Populate
Segment Id’s
RC Holding Table
RCCampus Call
Make Calls
Record PledgesRecord PaymentsData ChangesWill ConsidersRecord Comments
Banner Data Base
RC Reports
Control Reports
Accept Pledges
Lehigh Reports
Reports Before Push to Campus Call
• Major by projects • Spring, fall, summer, others
• Minor by segments• Class• Reunion• LYBUNT• SYBUNT• Never givers• Affiliation• College
SUPERVISORS DAY DATE EVENT/SEGMENT ROOM TIME CODE
ALL Wed 5-Sep Caller Orientation/Training Admissions Rotunda 4:30 to 6:00 P.M.
ALL Thur 6-Sep Caller Orientation/Training Admissions Rotunda 4:30 to 6:00 P.M.
Alice & Jessica Sun 9-Sep NONREUN40-07LBTS<250 LF Observatory 5:45 to 9:00 P.M. FP108
Ciara & Jessica Mon 10-Sep NONREUN40-07LBTS<250 LF Observatory 5:45 to 9:00 P.M. FP108
Alice & Ciara Tues 11-Sep NONREUN40-07LBTS<250 LF Observatory 5:45 to 9:00 P.M. FP108
Wed 12-Sep NO LINERS - Rosh Hashanna
Thur 13-Sep NO LINERS - Rosh Hashanna
Alice & Ciara Sun 16-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103
Alice & Jessica Mon 17-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103
Alice & Ciara Tues 18-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103
Ciara & Jessica Wed 19-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103
Ciara & Jessica Thur 20-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103
Alice & Ciara Sun 23-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101
Alice & Jessica Mon 24-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101
Alice & Ciara Tues 25-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101
Ciara & Jessica Wed 26-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101
Alice & Jessica Thur 27-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101
Ciara & Jessica Sun 30-Sep CRNTREUN83-03MDC LF Observatory 5:45 to 9:00 P.M. FP102
Alice & Jessica Mon 1-Oct CRNTREUN83-03MDC LF Observatory 5:45 to 9:00 P.M. FP102
Alice & Ciara Tues 2-Oct CRNTREUN83-03MDC LF Observatory 5:45 to 9:00 P.M. FP102
PROJECT : Fall 2008 Phonathon
Holding Tables
AW_data_sheet List of (pidms, with segment) which is extracted from Banner
AWTRCPB Prospect base AWTRCSB Spouse base AWTRCPG Prospect giving history AWTRCSG Spouse giving history AWTRCPE Prospect employer AWTRCSE Spouse employer AWTRCPD Prospect education AWTRCSD Spouse education AWTRCPA Prospect affiliation AWTRCSA Spouse affiliation AWTRCCP Child parent
https://devel1/Datapump/Admin
http://devel1/one/
Daily Reports From Campus Call
Calling pool reports– Bad area code – Employee calling master– Calling pool stats
Daily reports– Call result listing– Change demographics– All comments – Pledge– Payment
Historic reports– Employee– Segment– Supervisor
Other reports– Data base updates
Batch job processing– All comments– Pledge– Change demographics– Credit card– Historic employee– Result summary by day– Result summary by
employee– Letters--- will consider
Campus Call Reports
Reports After Nightly Calling
Summary Counts– Calls– Pledges …must match Campus Call (CC )– Changes– Will considers …must match CC
Detail Reports – Pledges …must match CC– Demographic changes– Comments– Will Consider letters …must match CC– Acknowledgements and letters …must match CC
Is it Working?
Dollars: $643,946
Pledges: 4000
Contact rate: 83.9%
Attempts: 49,275
Contacts per hour: 10.53
Avg. 190 attempts per night
Pledge Participation Rate
0%1%2%3%4%5%6%7%8%9%
10%11%12%13%14%15%16%17%18%19%20%21%22%23%24%25%26%27%28%29%30%31%32%33%34%35%36%37%38%39%40%
Week
Pe
rce
nt
Ple
dg
e P
art
icip
ati
on
FY05
FY06
FY07
FY08
Through mid-October the PLEDGE participation rate is running two to three weeks ahead of recent history. We attribute this to our new student calling center and software.
In FY07 we promoted giving earlier in the year and achieved great calendar year end results- but, we were not able to sustain that through the fiscal year end.In FY08 we, again are promoting giving earlier in the year and achieving good results. We plan to employ tactics in FY08 to also sustain a good fiscal year end result.
Paid Participation Rate
0%1%2%3%4%5%6%7%8%9%
10%11%12%13%14%15%16%17%18%19%20%21%22%23%24%25%26%27%28%29%30%31%32%33%34%35%36%37%38%39%40%
Week
Pe
rce
nt
Pa
id P
art
icip
ati
on
FY05
FY06
FY07
FY08
Number of Pledges
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
10,000
11,000
12,000
13,000
Week
No
. o
f P
led
ge
s
FY05
FY06
FY07
FY08
Through mid-October the NUMBER OF PLEDGES is running tw o to three weeks ahead of recent history. We attribute this to our new student calling center and software.
In FY07 we promoted giving earlier in the year and achieved great calendar year end results --- but, we were not able to sustain that through the fiscal year end. In FY08 we, again are promoting giving earlier in the year and achieving good results. We plan to employ tactics in FY08 to also sustain a good fiscal year end result.
Number of Gifts
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
10,000
11,000
12,000
13,000
Week
No
. o
f G
ifts FY05
FY06
FY07
FY08
Through mid-October the NUMBER OF GIFTS is running two to three weeks ahead of recent history. We attribute this to our new student calling center and software.
Lehigh Fund, Ruffalo CODY, and the Future
Pledge confirmation letters– Completed Feb 2007
Will Consider letters– Completed May 2007
Smarter segmentation– Ongoing
Adjust calling hours– Under consideration
Beyond automation - pledge letters process
– Under review
Decrease calling time to increase number of calls
– Underway
Assigning specific callers to specific segments
– Underway
Other uses besides telemarketing
– Alumni events - L in LIFE– Thankathons – Freshmen sendoff
Do Not Calls– Under consideration
Open to the Floor Questions
Comments
Contact Information
Gerald A. Lennon (Jerry) Senior Project Specialist Enterprise Systems Implementation Christmas Saucon Hall 135
14 East Packer Avenue Bethlehem, Pa 18015-3175
Phone 610-758-3009 Fax 610-758-6902
Matt D. Campbell Associate Director, Lehigh Fund Lehigh University 27 Memorial Drive West Bethlehem, PA 18015-3086 Phone: 610-758-5769 Fax: 610-758-5949
Tricia O’Connor Associate Director, Lehigh Fund
Lehigh University 27 Memorial Drive West Bethlehem, PA 18015-3086 Phone: 610-758-6408 Fax: 610-758-5949
John S. Varady ’65 Director, Lehigh Fund
Lehigh University 27 Memorial Drive West Bethlehem, PA 18015-3086 Phone: 610-758-3125 Fax: 610-758-5949