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Katja Greeson, Tara Kowsaluk, and Kate Sienicki
Don’t Forget the PhonesDon’t Forget the PhonesReal World Examples of Highly Real World Examples of Highly
Functioning Telemarketing ProgramsFunctioning Telemarketing Programs
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THE ORGANIZATION: Katja Greeson, Deputy Director of Marketing, Democratic National Committee (DNC)
THE TELEMARKETING VENDOR: Tara Kowsaluk, Senior Account Director, Donor Services Group (DSG)
THE AGENCY: Kate Sienicki, Director of Telemarketing and Senior Account Executive, Mal Warwick | Donor Digital (MWA)
Three Perspectives on Three Perspectives on TelemarketingTelemarketing
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Topic #1: CellphonesTopic #1: Cellphones1. Restrictions from the Call Center Perspective
2. Managing Restrictions from an Organizational Perspective
3. Contacting Strategies for Cell phones
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Topic #2: PerformanceTopic #2: Performance1. Appeals/Renewals—The Struggle is Real
2. Monthly Giving—If You Aren’t Using the Phones to Recruit Sustainers, You
Should Be
3. Acquisition—Converting Non-Donors to New TM Responsive Donors
Topic #3: Common ChallengesTopic #3: Common Challenges
1. Penetration Rates—Contact Rates are Dropping and may not come back up—
so now what?
2. Fulfillment—Boosting your credit card rates and monitoring returns
3. Messaging—Keeping callers current and inspired
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Topic #4: Cultivation and High Topic #4: Cultivation and High Dollar DonorsDollar Donors
1. Incorporating cultivation calls into your program
2. Utilizing programs with call centers for higher dollar donors
3. Protecting, upgrading and investing in your best donors
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Ten Ideas for You to Take Home….Ten Ideas for You to Take Home….
1.Include a soft sustainer ask at the close of 1x giving calling once pledges have been confirmed
2. Ask your best donors to help set up a matching gift fund, and then ask them again to help you hit the goal once the matching gift campaign is underway. Sounds crazy, but it works!
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Ten Ideas for You to Take Home….Ten Ideas for You to Take Home….3. Monitor your campaigns—if the files are too small to listen to a live session request recordings of pledges, refusals, etc. There is valuable feedback embedded in the calls for you and your program.
4. Even if you are a small organization, consider contracting with more than one TM vendor—it helps to have a basis for comparison and also to foster some competition sometimes!
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Ten Ideas for You to Take Home….Ten Ideas for You to Take Home….
5. Modeling for telemarketing
6. Use past results to filter or drop chronic non-responders
7. Request email addresses at the end of calls—and actually email them!
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Ten Ideas for You to Take Home….Ten Ideas for You to Take Home….8. Consider a dual ask—ask c3 donors for a c4 1x or monthly gift
9. Think outside the box—you can ask your sustainer donors to give even more with auto-renewals and payment conversions.
10. Get to know your call centers!
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Questions?Questions?
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CONTACT INFORMATION
Katja Greeson, [email protected], 202-488-5099
Tara Kowsaluk, [email protected], 888-474-1900, Ext 123
Kate Sienicki, [email protected], 202-503-3315
Don’t forget to visit the Don’t forget to visit the Solutions Showcase! Solutions Showcase!
Many of the ideas discussed today are on display at the Many of the ideas discussed today are on display at the Solutions Showcase! Solutions Showcase!
