10 Telemarketing Tips
5. Never let the callers hear you say anything bad. Even if the program is failing, be positive around the callers. Only talk to the account people about problems. Try to maintain a “cool” image so that callers like you.
6. Test your firms. Call centers have high turnover, which can affect their quality. Barrett-Putnam said she tests all of her telemarketing partners and programs every other year.
7. Credit cards are a must. If the firm you’re using doesn’t have at least a 30 percent credit card rate, Barrett-Putnam advises you get rid of it. The credit card average gift should be higher than the pledge average gift.
8. Have annual contracts. Giving vendors a commitment of an annual amount in advance will make them more loyal to you. And she recommends contracting all of your vendors for all of your different types of programs; that way you can move a program to that vendor immediately, if necessary.
9. Listen to telemarketing calls you get at home. Make it your business to know who’s out there and what types of calls they’re making. If you get a good telemarketing call, ask the caller where he works. You might choose to test that firm.
10. Vendors are vendors, not friends. Don’t get so sold by vendors that you trust them completely and stop testing.
Vicky Barrett-Putnam can be reached via www.sierraclub.org
To hear more on this topic, check out this video of Steve Froehlich, director of analytics for the ASPCA and co-presenter of this session, in which he shares some telefundraising tips.