An effective phonathon program can be a great way to re-engage alumni, steward donors, and build affinity. This four-part training series will cover the most common challenges facing calling programs and offer practical solutions.
1. Scripting – Learn how to best use time on the phone with alumni to build rapport, confirm contact information, and secure a gift.
2. Data Analysis and Segmenting – Better target alumni who are likely to pick up the phone and make a gift; ensure that you have updated contact information for these alumni.
Who should attend?
Phonathon directors, student supervisors, and annual giving professionals will benefit from this webcast series, gaining knowledge to improve the effectiveness of their phonathon.
Agenda
Session 1: Scripting
How do you best communicate with potential donors on the phone? In this session, you’ll learn how to create a script that enables callers to better engage donors with active listening, integrate different types of questions, and establish a rhythm to the call, all while giving students the ability to maintain control of the conversation.
Essential Elements of an Effective Script
Introduction
Engagement/Rapport building
Case for giving
Negotiation
Assumptive credit card ask
Call Techniques and Tackling Objections
Script flexibility
Objection responses
A Strong Close
Applying to Sample Scripts
Resources: Sample script templates
Session 2: Data Analysis and Segmentation
In this session, you will learn how to analyze your data to make better decisions around future phonathon planning. This session will show you how to better segment your donors, plan calling pools, and map out timelines to achieve success.
Program Planning and Analysis
Available capacity
Possible limitations
Audiences
Segmentation Strategies
Basic techniques
Common pitfalls
Improving Contact Rates
Program Evaluation
Rates
Values
Quantity and quality
Resources: Sample segmentation plan and data analysis templates
Session 3: Hiring and Training Student Callers
Student callers can make or break your phonathon’s success. You need to hire not just the right students, but the right number of students. After you’ve selected your student callers, it is imperative to onboard them properly to ensure they are excellent representatives for your institution.
Identifying Your Total Number of Callers
Total shifts
Student supervisors
Recruiting
Timing
On-campus and online opportunities
Hiring
Application process
Interview process
Desired skills and attributes
Training
Structure of training
Essential training elements
PCI compliance
Resources: Sample hiring and training schedules
Session 4: Ongoing Phonathon Management and Fulfillment
Effective ongoing management is key to achieving the results you projected. In this session, we will show you how to develop coaching programs for callers and student supervisors, schedule callers, change course if need-be, and determine when to follow up on or cancel pledges.
Ongoing Management of Student Callers
Scheduling
Monitoring and coaching
Student supervisors
Feedback and reviews
Assessment and Course-Correction
Ongoing data analysis and segmentation
Identifying when to change course
Fulfillment
Ensuring strong return rates
Proper follow-ups via phone, email, and direct mail
