Cats Protection Telephone Fundraising Solutions

Presented by: Gemma Buckley

Date: December 2012

Introduction

• The Phone Room• About us • Culture, Ethos & Structure• Our Aims

• Our Products

• TPR Storno™• TPR Enable• TPR Momentmum

The Phone Room

About The Phone Room

• 15 years of telephone fundraising experience

• 1st telephone agency to register with the FRSB

• 1st agency to develop and use ‘conversational scripting’ to harness a more tailored approach with donors

• 1st and only telephone agency to have a live feed of results on the internet

• The only telephone agency providing external, in-house and virtual calling solutions

Culture, Ethos & Structure

Professional

Transparent

Flexible

Human

Experienced

CreativeSuccessful

At The Phone Room we operate a culture based on honesty, professionalism and integrity, thus building lasting relationships with our staff, clients and our client’s supporters:

 

Our Aims

We develop fundraising solutions which aim to:

• Build on the relationships and loyalty that exists between you and your supporters

• Develop deeper long term relationships with your donors

• Provide donors with a greater understanding of your work and a sense of personal commitment to it

• Inspire people to want to give to you

• Secure long term regular giving with minimal attrition

• Enhance and compliment other fundraising and communications

Our Services

RecruitmentDevelopmentRetentionB2B

FlexibleGuide or ScriptCreative

Follow up & conversionFulfilment

BrandedPromptProfessional

Standard BespokeFlexibleAccessible

Advice, LifestyleCleaning & tracing

Our Clients

On-line LIVE results

TPR Storno™

What is Storno™

• Storno™ is a specific form of donor recovery for lapsed regular supporters

• It utilizes banking codes with a specific timetable of communication

• Produced with a structured programme of service, donor care and fundraising calls over a 12 month period

How does it work?

Professional

Transparent

Flexible

Human

Experienced

Creative

Successful

• Ongoing rolling programme

• Automated monthly data feeds

• Bank codes – to determine the reason for the cancellation and communication path

• ‘Coin sorter’ data transfer

• Service call to reactivate

• Live website result tracking

• Donor care call – two months after service call with an option to upgrade (depending on the cancellation reason)

How does it work - cont

Service Call

Recovery

Error Decision Dispute

2 months after service call

Upgrade callUpgrade call

9 months after service call

Upgrade callUpgrade call

2 months after service call

6 months after service call

Upgrade callUpgrade call

Upgrade call Donor Care Donor CareDonor Care

2 months after service call

6 - 9 months after service call

Storno™ Summary

• TPR Storno™ is a specific form of donor recovery for lapsed regular supporters

• Produced with a structured programme of service, donor care and fundraising calls over a 12 month period

• Recover over 30% of your lapsed regular donors

• Upgrade & donor care calls included in your package

• Builds stronger supporter relationships

• Proven to minimise attrition

TPR Momentum

What is TPR Momentum?

• Multi-channel donor acquisition programme

• Developed in the USA by John Hoffman and currently running in Europe with our sister company The Fundraising Company

• The detail is in the process – this process is more intelligent than traditional member-get-member programmes

• Suitable for non financial givers – volunteers, event participants

• This is a licensed programme, exclusive to The Phone Room

What does TPR Momentum do?

Professional

Transparent

Flexible

Human

Experienced

Creative

Successful• Builds a positive relationship with your existing activists /

donors – with a non financial ask

• Recruits a more committed ‘quality’ donor

• Helps minimise attrition

• Creates a network of supporters who can then take part in future TPR Momentum programmes

How it works

There are two stages to the TPR Momentum programme

Stage 1:

Current supporters are recruited to become Volunteer Supporters and encourage one-off giving from their own network of friends and family

Stage 2:

We develop TPR Momentum one-off donors to regular givers

Calling Team

recruit Supporter

Volunteers

Supporter Volunteer

packs despatched

1st class by TPR

Confirmation &

reminder calls made to

Supporter Volunteers

Reminder

letter sent to

Supporter Volunteer

Return packs

processed and

managed by TPR

Letter of appreciation sent

to Supporter Volunteers

and New Donors

Stage 2

Upgrade calls made

to New Donor

TPR

Momentum

Cycle

TPR set up calling system

Calling Data Supplied

How it works - Stage 1

How it works - Stage 2

YourSupporter

What do your supporters need to do?

1. Provide us with a list of the people they will be sending the ‘packs’ out to so that these can be personalised at TPR

2. Send the ‘packs’ out to their friends and family

3. Collect all the ‘packs’ back from their friends and family and return them to TPR

Unlike many other methods of supporter involvement, your supporters will only ever be asked to take part in

Friends and Family once – we aren’t selling raffle tickets!

What will you have to do?

• Essentially nothing – we do ask that you to keep your new donors in an ongoing donor development programme with regular communication and updates on your work

• Clearly flag in your database the supporters that agree to take part in the scheme so that they are not included on future campaigns

• Sit back and leave the hard work to us

What do we have to do?

We look after everything for you

• Data Analysis – Cleaning and tracing

• Telephone calls

• Campaign and database management

• All process elements

• Thanking

• Banking

Projections

The Phone Room are currently testing this programme in the UK

Based on the results produced in the USA and Europe, we are confident that the projected ROI is just over Year One

We are working with a number of organisations and expect initial UK results to be available in March 2013

TPR Momentum Summary

• TPR Momentum is a cost effective multi-channel acquisition campaign

• This is not another member-get-member scheme

• This is a licensed programme, exclusive to The Phone Room

This programme is designed to:

• Recruit new, more committed supporters

• Cement and build on the relationship with your existing supporters/donors

• Be campaign friendly in terms of other media, website, Facebook and Twitter

• Create a network of people who can take part in new Friends and Family programmes

The Phone RoomUnit 1, Watlington House

Watlington RoadOxford

OX4 6NF

The Phone Room

@thephoneroom

The Phone Room Web: www.phoneroom.co.uk

Email: info@phoneroom.co.uk

Tel: +44 (0) 1865 713600

Fax: +44 (0) 1865 713601