Paperless Telefunding?

We have an in-house call center. I pull lists, split them up among the callers, then sit at each terminal and copy the lists I have built for each caller into their List Manager screen. Any account that is not available to Telemarketing they are locked out of. The source number of their list becomes the source number of the order; the sales channel becomes the name of the telemarketer (for purposes of assessing what they are due). If they are selling tickets, they keep track of their calls using CSI’s of the category “Telemarketing Log;” if they are doing telefunding, they use a special solicitation that I set up. Either way, there are reports keeping track of actions (for CSI’s) and solicitation ticklers (for solicitations) that run nightly for management.

Still to come in this system is a custom screen for our callers so that they can keep track of nicknames, preferred times to call, preferred language (half of our constituents speak Spanish), and the like.

The hardest part of the process is the list pull. Our telemarketers, none of whom who were computer proficient a year and a half ago when we started this, are pretty good now (and could teach most Development departments a thing or two about the importance of good solicitation ticklers).

Lucie Spieler

The National Ballet of Canada uses telesales a full 50 weeks of every year for development and marketing.  Although we have a highly developed calling schedule between departments, lead "kill dates" and a three month calling "block" between campaigns, we still find that our leads are getting stale very quickly. 

During the subscription renewal campaign, if a subscriber sends in their renewal, their name, account number etc are sent upstairs to ensure that the lead is pulled from calling.  My telesales manager tells me this is like finding half a needle in an over-sized haystack.  Despite his various techniques, unfortunately these calls are still made.  This is just one example of stale leads.

Thus we are looking into paperless leads.  I would love to get feedback from other users who have gone this route.  Are you using an outside supplier for this?  If so, does that system "speak" to Tessitura?  Or have you developed this technology in-house?

Thanks!

Selga Apse

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