Your volunteers are stretched thin, and the phones are ringing off the hook. You know you’re missing out on possible donations, but there just aren’t enough hours in the day. If that sounds like you, it’s time to explore partnering with a donation support call center to help pick up the slack. However, before you sign a contract, make sure that your prospective call center partner has the tech, skills, and experience to give your non-profit the support it needs.
Here’s what to ask.
Do They Have Non-Profit Experience?
The non-profit sector comes with different norms and expectations than the for-profit sector. Call center reps will be taking donations, sharing your mission, and participating in outbound campaigns to drive donations and meet campaign goals. They might also be expected to participate in telethons and spread the word about options such as gift matching or Text2Donate. To ensure your prospective call center can deliver the support your non-profit needs, review their list of existing clients, and ensure that non-profits are represented. You’ll also want to confirm that their overall brand is aligned with yours. Are they mission-driven, with a brand identity that’s focused on doing good and helping others? This is a must-have, not a nice-to-have, so confirm before signing on the dotted line!
Do They Offer Multi-Channel Support?
A non-profit donation support call center should offer both inbound and outbound support across multiple channels. Does your prospective provider offer telephone, text, social media, and email support? Every active communication channel reduces donor friction and provides a means to build relationships and encourage donations. In addition to outreach channels, consider the ways your prospective donation support partner is able to take donations. Do they have a donation support infrastructure, and do they adhere to privacy and security standards? Ensuring that donors can give easily and safely is vital.
Can They Scale At a Moment’s Notice?
The non-profit world moves quickly. Timely world events, telethons, or major giving months or days can result in a massive spike in donor interest. When choosing a donation support call center partner, ensure that they have the capacity to quickly scale their support up or down to meet the needs of the moment. Scaling up too slowly means that you’ll miss out on crucial donations, while the inability to scale down means you’ll be paying for resources you’re not using. Ask your prospective partner about capacity and their ability to quickly onboard and bring agents online when spikes occur.
Do They Track and Monitor Performance?
Strong non-profit performance is built on a platform of continuous improvement. Your non-profit call center partner should be recording calls, analyzing performance, and adjusting messaging or outreach according to what performs best. The most effective call center partners can identify what works as a whole, as well as how to best reach individual donors to encourage maximal giving and loyalty. Before you embark upon a call center partnership, ensure that your prospective partner uses best-in-class analytics to analyze every call, reach out at timely moments, and develop scripts that deliver powerful ROI.
Gain a Trusted Partner with ACD Direct
At ACD Direct, we know that non-profits face unique challenges – and that every investment and partnership needs to do as much as possible to support your mission. With years of experience working in the non-profit sector and pioneering developments such as Text2Donate, we’re dedicated to helping your non-profit drive its mission forward and meet those vital giving goals. If you’re looking for a tech-savvy, scalable non-profit call center partner, contact us today.
