Chad HartmanDirector of Annual GivingHigh Point University

Elizabeth RiveraAssociate Director , Annual GivingUNC – Greensboro

Mike VosdinghVice President, Software DivisionRuffaloCODY

High Point University – Program Overview

Automated in Fall 2010

Database – WORK IN PROGRESS!!

15,000 Active Alumni

3,300 Parents

50 Manual Callers - 8 Automated Callers

Schedule (Sept. – Nov.) (Feb. – Apr.) Monday, Tuesday, Wednesday, Thursday, Sunday

6:00 – 9:00pm Weekdays/2:00 – 5:00pm Sunday

Budget

High Point University – Training, Training, Training

4 Day Training Program

1. Night 1 - HPU Staff - Expectations, Paperwork, Schedule, Questions, Computer Training.

2. Night 2 – Expectations of training and begin mock calling.

3. Day 3 – Small group sessions focused on rapport and individual repetition.

4. Day 4 – Small group sessions focused on caller reaction and specific objection scenarios.

High Point University – Operations

2 Teams split-up based on student schedule

3 Supervisors – 1 per team and an alternate

IP Phone System

Instant Calling Statistics

Employee Total and Completed Calls

Total Nightly, Monthly, and Semester Dollars

Incentives – Nightly, Weekly, and Semester

High Point University – Future of the Program

Customer Focused, not User Focused

Segmentation and Personalization

Responsiveness and Follow-up

Donor Acquisition

Data Collection

Invoice Processing

6/1/2009 – 12/31/2010

Total $$ Gifts/Pledges -$61,381.00

Total Donors – 567

Average Gift - $108.25

Total $$ Gifts/Pledges -$69,919.00

Total Donors – 593

Average Gift - $117.90

127 Upgrades/79 First Time Gifts

550 Unspecified Pledges

4,722 Calls Completed/25% Completion Rate

8.43% Credit Card Gifts – 20% Goal

66.62% Contact Rate

High Point University - Statistics

6/1/2010 – 12/31/2011

UNCG – Telefund Program Overview

Automated Telefund in 1998

20 Callers, 4 Supervisors, 2 Monitors and 1 Telefund Coordinator - (Assistant Director position)

86,000 Alumni database and 12,000 Parent

Fall schedule – September – December

Spring schedule – January – May

Will implement summer calling in 2011

Segment by each of the 7 schools/college and The Graduate School

UNCG – Telefund Program Overview

Incentives At the beginning of the semester student callers are broken

into teams of two.

Each supervisor “manages” their team for the entire semester.

Prizes are awarded on a nightly, weekly, monthly and semester basis.

Supervisors utilize the “Online Statistics” report in CC – to report on team totals throughout the calling shift.

Callers review their “Caller Statistics” report on the caller screen throughout the shift to ensure their stats are in par with their team.

UNCG – Implementation

UNCG upgraded to CAMPUSCALL 3.2 in 2007.

Attended RuffaloCody Software Users Group –received detailed training regarding transition.

Trainer was brought the campus to meet and train with staff on 3.2.

Benefits of transition include: Web interface – much faster

Caller screen more user friendly

Dialing more sophisticated

UNCG – Implementation

Continued Benefits:

OGI – we can now utilize 3rd party vendor for credit card transactions.

Sophisticated Reporting

Batch reports

Multiple Daily, Monthly and Historic Reports

UNCG will be transitioning to version 3.5 in Summer 2011

Focus on email acknowledgements

Recurring payments via authorize.net

UNCG - Training

3 Day Training Program First night:

Ice Breaker

Student Caller Manual overview

Explain the importance of student caller job

UNCG trivia

Second night: Review script

Road maps – students come up with their own “elevator speech”

Mock phone calls

Objection responses

UNCG - Training

Third night:

Create teams/choose name

Computer training

Mock phone calls with returning callers while using computer

Use specific scenarios for objection responses

Sit by returning caller to hear actual phone call

UNCG – Ideas

Utilize Telefund program for donor acquisition

Secure email and business addresses via CAMPUSCALL – uploaded to Banner each day

Personalized pledge reminder letters which include social media cards

Focusing on less considers

Calculated ask amounts

Recognition societies and major gift information show up on the caller screen

UNCG – Statistics

Dollars raised = $264,000

Number of pledges = 3,826

Average Pledge = $75

Credit Card % = 20%

Upgrade = 30% Equal = 52% and Less = 19%

Growth past three years Increased credit card % from 11% - 20%

Increased avg. gift from $68 - $75

Increased pledge fulfillment from 62% to 76%

Acquired 1,400 new donors

RuffaloCODY

Benefits of Automation Increase Efficiency

Technology Advances

Reduced Clerical Time and Paperwork

Increased Quality

Other Benefits

Segmentation

Calling Pools

Reporting

Phon-a-thon Challenges

Each Call Counts!

Caller Retention

Database Management

Cell Phones By 2012, 33% of households will be wireless

only

Telemarketing Legislation

Caller ID

IP Phone System

Phon-a-thon Opportunities

Recurring Gifts

Credit Card Gifts (Avg. 20%)

Matching Gifts

Collecting Updated Information

Extend Phon-a-thon Schedule

Decrease Unspecified Pledges

Nightly Incentives

Test! Test! Test!

Questions??

CONTACT INFORMATION

Chad HartmanDirector of Annual GivingHigh Point Universitychartman@highpoint.edu(336)841-9239

Mike VosdinghVice President, Software DivisionRuffaloCODYMike.Vosdingh@ruffalocody.com(319) 730-2444 or (800) 756-7483

Elizabeth RiveraAssociate Director , Annual GivingUNC – Greensboroesrivera@uncg.edu(336) 334-5812