CASE III/IV Conference - Phon-a-thons - Maximizing Your (Big or Small) Phon-a-Thon Program with an Automated Calling System

1. Phon-a-thonsmaximizing your (Big or Small) Phon-a-Thon Program with an automated Calling System Chad Hartman Director of Annual Giving High Point University Elizabeth Rivera Associate Director , Annual Giving UNC – Greensboro Mike Vosdingh Vice President, Software Division RuffaloCODY

2. 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

3. High Point University – Training, Training, Training 4 Day Training Program (Campbell and Company) Night 1 - HPU Staff - Expectations, Paperwork, Schedule, Questions, Computer Training. Night 2 – Expectations of training and begin mock calling. Day 3 – Small group sessions focused on rapport and individual repetition. Day 4 – Small group sessions focused on caller reaction and specific objection scenarios.

4. High Point University – Operations 2 Teams split-up based on calling 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

5. 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. 6/1/2009 – 12/31/2010 Budget - $18,178 Total $$ Gifts/Pledges - $61,381.00 Total Donors – 567 Average Gift - $108.25 New Donors – 463 Budget - $21,149 Total $$ Gifts/Pledges - $69,919.00 Total Donors – 593 Average Gift - $117.90 New Donors – 79 550 Unspecified Pledges 4,722 Calls Completed/25% Completion Rate 8.43% Credit Card Gifts – 20% Goal 66.62% Contact Rate 127 Upgrades/79 First Time Gifts High Point University - Statistics 6/1/2010 – 12/31/2011

7. 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

8. 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.

9. 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

10. 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 reminders and Recurring payments via authorize.net

11. 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

12. UNCG - Training 3 Day Training : 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

13. 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

14. 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

15. RuffaloCODY Benefits of Automation Increase Efficiency Technology Advances Reduced Clerical Time and Paperwork Increased Quality Other Benefits Segmentation Calling Pools Reporting

16. 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

17. 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!

18. Questions??

19. CONTACT INFORMATION Phon-a-thonsmaximizing your (Big or Small) Phon-a-Thon Program with an automated Calling System Elizabeth Rivera Associate Director , Annual Giving UNC – Greensboro esrivera@uncg.edu (336) 334-5812 Chad Hartman Director of Annual Giving High Point University chartman@highpoint.edu (336)841-9239 Mike Vosdingh Vice President, Software Division RuffaloCODY Mike.Vosdingh@ruffalocody.com (319) 730-2444 or (800) 756-7483