Lehighs Telemarketing Program Automated Phonathon System: Campus Call From Ruffalo CODY Presented By Jerry Lennon November 20 2007.

Lehigh’s Telemarketing ProgramAutomated Phonathon System:

Campus Call From Ruffalo CODY Presented By Jerry Lennon

November 20 2007

General Announcements:

Please turn off all cell phones/pagers* If you must leave the session early,

please do so as discreetly as possible Please avoid side conversations during

the session Questions will be answered at the end

of the session

Thank you for your cooperation*Dear Attendees,

For this infraction you will be fined $10. Payable to the presenter immediately.

All fines will be doubled for repeat offender.

Thank you

Lehigh’s Calling Programs

Telemarketing history Rationale for calling program Organizational context Challenges from the past, present and

future

Why is a calling program so important?

Small gifts add up quickly

Number of contacts Positive rapport Each caller takes their

own unique approach

Personal contact Valuable work

experience Feedback from alumni

Organizational Context

Changes in the organization– Leadership– Staff

Types of initiatives– Membership drives, campaigns, scholarships,

buildings

New technology– Hardware/Software

Past, Current And Future Challenges

Doing more with less Increase in complexity Changes in technology Better reports Greater volume of data Going paperless

Motivation

38% Decrease in dollars raised from 2003 to 2006

$0

$200,000

$400,000

$600,000

$800,000

$1,000,000

$1,200,000

2003 2004 2005 2006

Dollars Raised

Motivation

48% Decrease in pledges from 2003 to 2006

0

1000

2000

3000

4000

5000

6000

7000

8000

2003 2004 2005 2006

Pledges

Best Guess

Longer duration of pledges Increase number of gifts instead of pledges Economic downward turn Reduced matching gifts Do not calls to honor or not

Challenges

Relocation of calling center Data Sheets Manual dialing Handwritten notations Reinvigoration of the LINERS brand Better report monitoring

Selection Process

Background research– Peer institutions– Best practices– Examples

Select vendor pool – Ruffalo Cody– SunGard/ BSR – Dial Vision

Final decision – Ruffalo Cody

Benefits

Increased efficiency Reduced errors Less paperwork Increased quality Savings in time and resources

Verify Information

RCData pump

The HowBanner

Data Base

RCData pump

Extract Data

Populate

Segment Id’s

RC Holding Table

RCCampus Call

Make Calls

Record PledgesRecord PaymentsData ChangesWill ConsidersRecord Comments

Banner Data Base

RC Reports

Control Reports

Accept Pledges

Lehigh Reports

Reports Before Push to Campus Call

• Major by projects • Spring, fall, summer, others

• Minor by segments• Class• Reunion• LYBUNT• SYBUNT• Never givers• Affiliation• College

SUPERVISORS DAY DATE EVENT/SEGMENT ROOM TIME CODE

ALL Wed 5-Sep Caller Orientation/Training Admissions Rotunda 4:30 to 6:00 P.M.  

ALL Thur 6-Sep Caller Orientation/Training Admissions Rotunda 4:30 to 6:00 P.M.  

Alice & Jessica Sun 9-Sep NONREUN40-07LBTS<250 LF Observatory 5:45 to 9:00 P.M. FP108

Ciara & Jessica Mon 10-Sep NONREUN40-07LBTS<250 LF Observatory 5:45 to 9:00 P.M. FP108

Alice & Ciara Tues 11-Sep NONREUN40-07LBTS<250 LF Observatory 5:45 to 9:00 P.M. FP108

  Wed 12-Sep NO LINERS - Rosh Hashanna      

  Thur 13-Sep NO LINERS - Rosh Hashanna      

Alice & Ciara Sun 16-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103

Alice & Jessica Mon 17-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103

Alice & Ciara Tues 18-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103

Ciara & Jessica Wed 19-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103

Ciara & Jessica Thur 20-Sep CRNTREUN63-78 LF Observatory 5:45 to 9:00 P.M. FP103

Alice & Ciara Sun 23-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101

Alice & Jessica Mon 24-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101

Alice & Ciara Tues 25-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101

Ciara & Jessica Wed 26-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101

Alice & Jessica Thur 27-Sep CRNTREUN83-03NOMDC LF Observatory 5:45 to 9:00 P.M. FP101

Ciara & Jessica Sun 30-Sep CRNTREUN83-03MDC LF Observatory 5:45 to 9:00 P.M. FP102

Alice & Jessica Mon 1-Oct CRNTREUN83-03MDC LF Observatory 5:45 to 9:00 P.M. FP102

Alice & Ciara Tues 2-Oct CRNTREUN83-03MDC LF Observatory 5:45 to 9:00 P.M. FP102

PROJECT : Fall 2008 Phonathon

Holding Tables

AW_data_sheet List of (pidms, with segment) which is extracted from Banner

AWTRCPB Prospect base AWTRCSB Spouse base AWTRCPG Prospect giving history AWTRCSG Spouse giving history AWTRCPE Prospect employer AWTRCSE Spouse employer AWTRCPD Prospect education AWTRCSD Spouse education AWTRCPA Prospect affiliation AWTRCSA Spouse affiliation AWTRCCP Child parent

https://devel1/Datapump/Admin

http://devel1/one/

Daily Reports From Campus Call

Calling pool reports– Bad area code – Employee calling master– Calling pool stats

Daily reports– Call result listing– Change demographics– All comments – Pledge– Payment

Historic reports– Employee– Segment– Supervisor

Other reports– Data base updates

Batch job processing– All comments– Pledge– Change demographics– Credit card– Historic employee– Result summary by day– Result summary by

employee– Letters--- will consider

Campus Call Reports

Reports After Nightly Calling

Summary Counts– Calls– Pledges …must match Campus Call (CC )– Changes– Will considers …must match CC

Detail Reports – Pledges …must match CC– Demographic changes– Comments– Will Consider letters …must match CC– Acknowledgements and letters …must match CC

Is it Working?

Dollars: $643,946

Pledges: 4000

Contact rate: 83.9%

Attempts: 49,275

Contacts per hour: 10.53

Avg. 190 attempts per night

Pledge Participation Rate

0%1%2%3%4%5%6%7%8%9%

10%11%12%13%14%15%16%17%18%19%20%21%22%23%24%25%26%27%28%29%30%31%32%33%34%35%36%37%38%39%40%

Week

Pe

rce

nt

Ple

dg

e P

art

icip

ati

on

FY05

FY06

FY07

FY08

Through mid-October the PLEDGE participation rate is running two to three weeks ahead of recent history. We attribute this to our new student calling center and software.

In FY07 we promoted giving earlier in the year and achieved great calendar year end results- but, we were not able to sustain that through the fiscal year end.In FY08 we, again are promoting giving earlier in the year and achieving good results. We plan to employ tactics in FY08 to also sustain a good fiscal year end result.

Paid Participation Rate

0%1%2%3%4%5%6%7%8%9%

10%11%12%13%14%15%16%17%18%19%20%21%22%23%24%25%26%27%28%29%30%31%32%33%34%35%36%37%38%39%40%

Week

Pe

rce

nt

Pa

id P

art

icip

ati

on

FY05

FY06

FY07

FY08

Number of Pledges

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000

11,000

12,000

13,000

Week

No

. o

f P

led

ge

s

FY05

FY06

FY07

FY08

Through mid-October the NUMBER OF PLEDGES is running tw o to three weeks ahead of recent history. We attribute this to our new student calling center and software.

In FY07 we promoted giving earlier in the year and achieved great calendar year end results --- but, we were not able to sustain that through the fiscal year end. In FY08 we, again are promoting giving earlier in the year and achieving good results. We plan to employ tactics in FY08 to also sustain a good fiscal year end result.

Number of Gifts

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000

11,000

12,000

13,000

Week

No

. o

f G

ifts FY05

FY06

FY07

FY08

Through mid-October the NUMBER OF GIFTS is running two to three weeks ahead of recent history. We attribute this to our new student calling center and software.

Lehigh Fund, Ruffalo CODY, and the Future

Pledge confirmation letters– Completed Feb 2007

Will Consider letters– Completed May 2007

Smarter segmentation– Ongoing

Adjust calling hours– Under consideration

Beyond automation - pledge letters process

– Under review

Decrease calling time to increase number of calls

– Underway

Assigning specific callers to specific segments

– Underway

Other uses besides telemarketing

– Alumni events - L in LIFE– Thankathons – Freshmen sendoff

Do Not Calls– Under consideration

Open to the Floor Questions

Comments

Contact Information

Gerald A. Lennon (Jerry) Senior Project Specialist Enterprise Systems Implementation Christmas Saucon Hall 135

14 East Packer Avenue Bethlehem, Pa 18015-3175

Phone 610-758-3009 Fax 610-758-6902

Matt D. Campbell Associate Director, Lehigh Fund Lehigh University 27 Memorial Drive West Bethlehem, PA 18015-3086 Phone: 610-758-5769 Fax: 610-758-5949

Tricia O’Connor Associate Director, Lehigh Fund

Lehigh University 27 Memorial Drive West Bethlehem, PA 18015-3086 Phone: 610-758-6408 Fax: 610-758-5949

John S. Varady ’65 Director, Lehigh Fund

Lehigh University 27 Memorial Drive West Bethlehem, PA 18015-3086 Phone: 610-758-3125 Fax: 610-758-5949