OUR PROCESS
WE BUILD CAMPAIGNS WITH OUR CLIENTS IN MIND.
Delivering a successful telephone fundraising campaign can look very different from one client to the next. We partner with clients to offer a truly collaborative process. Campaigns are designed and delivered with careful thought, creative strategy and attention to detail, to ensure each campaign delivers results on time and on budget.
Here’s how we approach a typical campaign:
1
Design
2
Development
3
Execution
4
Proving It
5
Analysis
Design
1. Discovery
One of our first meetings with you will be to review your fundraising needs, challenges, objectives and current strategy. Once we fully understand your long-term fundraising goals, we can show you the best strategies and how our team can get you there.
2. Analysis
Analysis is absolutely critical to the design process. We carefully review your current programs and analyze your data for response and giving trends to help create baseline projections and recommendations. Our knowledge and experience can uncover hidden value from your donors.
3. Strategy
Our call strategy is designed for you. From individual campaigns to multi-year plans, we define the key objectives and outcomes that deliver the results you need to meet your goals. Defining our roles, milestones, expectations and outcomes — creates our roadmap for success.
4. Integration
Fundraising is a collaborative effort. We make sure our calling programs fit seamlessly into your overall fundraising plan – matching message and tone. We work closely with your data and direct mail provider and other fundraising partners to ensure successful campaign execution.
Development
1. Data
Effective data management can be one of the most important contributors to a successful campaign. Clean, accurate data supported by effective data management can make all the difference in efficiently completing calls, managing campaigns and tracking fulfillment. Our data services keep our lists and data right on target.
2. Scripts
Great scripts inspire generous donors. We build our scripts around key talking points in your appeal, creating an organic, conversational guide. We then work with you to create and test appeal, segment and ask strategies that deliver the highest value to your donors.
3. Reporting
Daily and weekly call reports put vital campaign statistics at your fingertips – making it easy to track calls, expenses and revenues. We also provide soft feedback, helping to giving you a window into what's top-of-mind for your donors and what's motivating them to give.
4. Fulfillment
Great scripts inspire generous donors. We build our scripts around key talking points in your appeal, creating an organic, conversational guide. We then work with you to create and test appeal, segment and ask strategies that deliver the highest value to your donors.
Execution
1. Training
Campaign training gives fundraisers the information, materials and motivation they need to represent you most effectively. Knowing all about your fundraising programs, giving options, upcoming events, current issues, volunteer opportunities and other issues of interest strengthens the fundraising team. We encourage you to host onsite training and updates to help our team build a more personal connection with your cause.
2. Calling
Once the calling begins, we walk you through daily calling reports, provide feedback and highlight any questions or issues for follow-up. Our account team is available to answer your questions, resolve problems, schedule monitoring sessions or arrange a visit with the calling team.
3. Quality Assurance
Each member of the Inspire team has a specific role in ensuring excellence on call. We score and monitor fundraisers daily for quality. We record and monitor calls, and verify pledges and data to constantly improve quality. We also assign a dedicated experience manager whose sole responsibility is to improve call excellence – directing our training and coaching as needed, and meeting with the team leader and account team regularly to further improve quality.
4. Coaching
Campaign coaching keeps fundraisers on-message, knowledgeable and motivated. We use a range of coaching techniques, including peer and client-assisted coaching, to help our staff properly answer questions on call and ensure they are well equipped to inspire your donors.
Proving It
1. Re-visioning
Real-time adjustments are another critical function of campaign management. They ensure our calling remains on-target and meaningful to your donors. Our team will happily take you through the process of revising any scripts, messaging or campaign strategies to keep your calling at peak performance.
2. Campaign Management
Our account team's wide experience includes successfully executed campaigns for some of the largest and most respected non-profits in North America. In putting this expertise to work for you, we collaborate with your staff to design and implement a consistent project management process. We help you navigate the intricacies of design, development, and execution and help you focus on the details that support the ultimate success of your fundraising campaign.
3. Issue Management
If and when issues or complaints do arise on your calling campaign, we immediately notify your team and provide a detailed summary. Agents are trained thoroughly on how to manage and resolve complaints professionally and courteously. We work hard to identify issues before they become a problem, however once identified, work even harder to resolve them quickly and professionally. Issues and exceptions are clearly documented, tracked and reported throughout the campaign for easy follow-up.
Analysis
1. Testing
Test, test and test again. These three golden rules of marketing apply equally to fundraising. The willingness to test and retest is a mindset, not a process. Our commitment to service excellence and continuous improvement means we enthusiastically reject the concept of “status quo”. We relentlessly analyze your campaign data, calling strategies, scripts and appeals, ask strategies, fulfillment and dozens of other variables. This exhaustive testing pays off in far better response and efficiency, and a much improved donor experience.
2. Executive Summary
We provide you with a comprehensive post-campaign analysis. From initial design to final fulfillment, we analyze all performance areas including calling results-to-goal, revenues and expenses, call quality, reporting, privacy and campaign management. Our detailed reports highlight key learning's and provide a forward-looking assessment to help with your future planning.