Confero introduce inbound telephone fundraising service for charities
Howard Lake | 21 June 2016 | News
The inbound and outbound telephone service provider Confero Call Centre has announced new services for charities, including outbound telephone fundraising and an inbound charity ‘bureau’.
The company will operate a maximum of two asks on standard fundraising campaigns, and will place a cap on dial attempts.
It has also developed a set of opt-outs to be used if they are triggered by a supporter response, “allowing for a comfortable opportunity for supporters in a variety of circumstances to end the call if desired”. These triggers include issues such as age, a close connection to the cause and employment status.
These processes have been developed in response to media and government criticism of some charities and some fundraising agencies last year, and the resultant tightening of and specifications in the Code of Fundraising Practice, and other sector bodies’ guides.
Outbound campaigns will be charged on a ‘cost per decision’ basis and fundraisers paid on a flat, hourly rate and in accordance with the national living wage.
CEO and DMA Council Member David Freedman said:
“Following on from our successful, FCA-approved and regulated, commercial bureau service and contact centre, we are very much looking forward to offering the same level of cost effectiveness, compliance and customer experience to charities that are committed to helping others”.
Giuseppe Iantosca, Confero’s Client Development Director, has just completed answering calls for UNICEF and its SoccerAid 2016 campaign. He explained the shared desk approach:
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“As the name suggests, this shared desk resource means that agents work across a number of charity accounts and answer inbound calls as and when they are received. The pricing structure works on a ‘per second’ basis, so charities only pay when an agent is engaged in one of their calls”.
Iantosca is offering free management for the first month to the first 15 charities that sign up to the Charity Bureau service.
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About Howard Lake
Howard Lake is consultant editor of UK Fundraising. He founded the site in 1994 and successfully sold it in 2022. As director of Giving X Ltd he is exploring growing giving on a massive scale.
He is the founder of Fundraising Camp and co-founder of GoodJobs.