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Call center technology is constantly improving. Most modern call-centers record at least some portion of the conversations they initiate. Who listens to these recordings. And what eventually happens to them?

What does this mean for charitable solicitations?

A typical call for me starts something like this;

Me: Hello I'm Henry calling from XXX organization on behalf of the Save the Giant Sequoia Tree foundation. Hows it going today Mr X?

Mr X: Fine, how are you today?

Me; I'm good thanks for asking, not a lot of people do. (this gets a chuckle as often as not, and its true.)

Me: Mr X, I'm going to try to keep things quick today but first I do need to know that this call could be monitored and is recorded for my quality.

Mr X: Ah go ahead the damn government is recording everything we say anyway....


Conversations can go into anywhere from a mild rant against the Bush administration to an all out call for violence made in jest, typical stuff you might hear on The Bill Mahr show. But what the Donor may not realize is that that conversation doesn't necessarily go away, ever.

Ive done fundraising for organizations like the Democratic National Committee, The A.C.L.U and the Human Rights Campaign. At the start of each call we inform donors that their call could be recorded to ensure quality control.

A.C.L.U donors are the most likely to hang up the phone at that point caring too much about their right to privacy to allow themselves to be recorded.

But what about the callers who don't hang up? Ive spoken to extremely opinionated people who
have pulled no punches when it come to their opinion on the current presidential administration, the war on terror, and other highly charged issued.

Politicians have been cursed threats have been made as well as off color jokes.

Could this information be used against a person?

With the warrant-less wiretapping that we know is going on in this country,how smart is it for organizations to save recordings of people?

Donors tend to say anything to an anonymous fundraiser on over the phone. But is it really anonymous. Do the donors have a right to know what becomes of their voice recordings.

I think that call-centers, especially in the fundraising industry, should have a published policy on what they will and will not do with Donor's information, including voice recordings.


Technology and political realities have raced beyond past practices. Its time for call-centers to catch up.

What I can tell you as a professional fundraiser is that.

• You have the right to end the conversation at any time, although I and your organization wish you wouldn't.
• You have the right to request more information about where I'm calling from and what my particular call-center will do with any of your information, including recordings of your voice. ( If your the curious type this might be fun to do anyway)
• The Front-line people who call you, me, have no control over when or why you are called; its all done by computer.
• The national no call-list has little bearing on non-profits, or their agents, (me). Call-centers that do fundraising have their own internal do-not-call lists; ask to be on it and we are obligated to put you on it. You should also let your charities know, by phone, or in writing, that you don't want to be called, or to have your name sold or traded to other organizations.
• Reputable fundraisers charge a flat fee per call. Yes or no, we get the same amount for making the call. It doesn't have to be this way however, Some fundraising agents can keep 80% (or more!) of the revenue a solicitation campaign generates. You have the right to know just what those percentages are; if the person you are speaking to doesn't know, ask for a supervisor.
• Some states also have laws that obligate fundraising groups to send a written copy of this information to any donor that asks, you'll need to contact your attorney general's office to see if your state is one.
• Last note; Federal law prohibits us from recording your credit card information, this is the one part of the call that isn't recorded.

I hope this quick rundown of the issues stirs some discussion. Ill follow up with more on telephone fundraising in the coming days.

Philanthropy online has recently published an article on the initial charitable response to the cyclone disaster in Burma. unfortunately bureaucratic red tape has slowed the initial response some; numerous organizations are preparing a herculean response that will save lives, and perhaps improve the domestic situation in Myanmar over the long term.

Events like these confirm the importance of fund-raising in general and telephone fund-raising specifically. Its one thing to hear about a tragedy on television and remind oneself to try and make a donation. Its quite another to receive a phone call as a situation is unfolding and have an opportunity to directly influence the outcome of that situation.

I participated in campaigns after hurricanes Rita and Katrina. I also worked on the campaign to provide relief to the victims of the Asian Tsunami, and issue of personal significance to me as I lived for many years in Indonesia. It is in times like this when innovative fund raising strategies can truly make a significant difference by fully funding humanitarian emergency relief efforts before a crisis can intensify.

There is nothing like a call to action.

 An increasing number of charities and nonprofit groups are electing to solicit donations through Telefundraising campaigns. Despite having different goals and needs, disparate organizations find that Telefundraising is an effective use of resources . For many groups, the option of telefundraisng makes sense.
For large groups with vast amounts of members, telephone fundraising provides an effective means of outreach.  Charities withsignificant fundraising budgets see impressive returns from telephone fundraising efforts. Large organizations are results oriented, this is why they continue to support Telefundraising campaigns.

Small non-profits use telephone fundraising efforts as ameans to gain support for little upfront investment.While wide-scale print and media campaigns are often beyond the reach of small organizations, phonecampaigns can be executed in an extremely cost effective manner. Adjustments to telephone campaigns are virtually instantaneous, while other types of fundraising efforts need much more planning to alter.
Organizations of any size can quickly realize significant benefits from telephone campaigns. The relative low cost of phone fundraising campaigns is an attractive feature, regardless of organizational size. Paired with simple initial equipment requirements, this makes raising money by phone an easy choice for most non-profits.


Raising money is not the only goal of telephone solicitation campaigns. Contacts that end without a donation can still prove to be useful. Basing success on donations alone, overlooks other possible benefits to an organization.
Receiving a call from an organization helps to personalize the charity to its donors. Phone calls keep organizations on the minds of their supporters. These calls provide donors with the latest information on the cause they support. Well informed donors provide more frequent support.
Donation calls properly made, can be an important source of feedback for an organization as well. Donors use telefundraisng contacts as an opportunity to sound-off about their feelings about an organization.  Organizations can take these valuable insights, and use them to tweak their efforts.
Solicitation calls can provide much more than donations alone. Fully grasping this truth greatly improves campaign results.Positive campaign results are limited only by the imaginations of the organizations which run them.


Calling campaigns are always an effective solicitation method. For the best possible outcomes, additional factors should be considered as well. Holidays represent an excellent time for telephone fundraising efforts. This time of year is when many donors are most receptive to giving.Wise non-profits leverage the holidays to increase their rate of success.
Topical campaigns have increase significance to givers. These campaigns can be combined with additional media efforts. By closely monitoring the news cycle, it is possible to create campaigns that take advantage of current news, and require no additional effort to spark media interest.
Close attention to relevant news is useful, but not essential to telephone fundraising. Calling campaigns that are well structured can drive their own press coverage.  Press coverage is useful in some cases, but not an absolute requirement for all calling campaigns.


Implementing a successful telephone campaign is not substantially different than other types of solicitation methods. Good Telefundraising applys traditional fundraising methods to the phone. The benefits of applying telephone fundraising are obvious.
Telephone campaigns are an excellent way to overcome the problem of donor fatigue. Combined with other strategies, Telefundraising can strengthen listing campaigns. Fundraising by phone can produce results in and of itself.
Carried out properly, there is no application where telephone fundraising campaigns cannot be attempted with positive outcome.Effective fundraising campaigns require detailed planning. Phone fundraising and other solicitation efforts should be designed to work in harmony.
Fundraising by telephone requires serious preparation. Calling efforts should be well managed and adequately staffed. The results of telephone campaigns are based largely on the dedication of the organizations which run them.


Pound for pound, telephone fundraising delivers better results than other fundraising techniques. The advantages of telephone fundraising fluctuate across organizations, but remain significant. While income is an important factor, it is not the only way to evaluate the performance of a fundraising effort.
Phone campaigns can be implemented with minimal staff requirements. Well managed small teams can out performs much larger groups . Small teams are capable of delivering large gains.
Changes to phone fundraising campaigns can be implemented without halting the camapaign. Important updates can be quickly integrated. News and current events can be incorporated into the campaigns virtually instantly.Comparable fundraising methods need significant time to alter.
Speaking directly with prospects ensures valid contact. Direct  contact with donors is assured with calling campaigns.

Some call centers are very strict about fundraisers reading directly from a script. Other call centers advise fundraisers to stick to the script, but add additional details when the call requires these extras. Still other fundraising call centers allow fundraisers a great deal of freedom as long as the fundraiser stays within the general parameters of the fundraising campaign. Each strategy has its own merits, however there are some common elements that should be included in all fundraising calls.

Getting a foot in the door.

The first step in most calls is the greeting. Usually the fundraiser identifies their self and the group which they are calling on behalf of. This step should be gotten through quickly but not rushed. The realities of the campaign will dictate how the fundraiser proceeds with the introduction. In some cases the introduction can be delayed until after the a basic description of the organization and its funding need is made. Promise to be brief with your call and stick to this promise./

Expressing gratitude.

The next step is to thank the donor. Whether its a simple thank you for taking the call or a more elaborate thank you for past contributions and supporting the cause, this is an important step. Sincere and elaborate thank yous let the donor know that their help is appreciated. Thank yous also tend to extend the call; people rarely hang up on callers while the caller is praising their support and reaffirming their decision to support the cause. Additionally, the longer a donor stays on the phone, the more likely they are to make a contribution.

The reason for the call.

Next, quickly go into some of the current issues faced by the organization and what is being done about these issues. Don't skimp on the details but don't speak in a monotonous way either. Express some real interest in the cause. Listen for cues from the donor during this and all stages. If they agree with something you're saying; elaborate on the subject. Build rapport. Remember; men and women process information differently. Read other posts on this site to find out which language to use for each kind of donor. Alternatively, if the donor indicates that they're busy; acknowledge that. Repeat that you'll be brief or just get right into your first donation request.

Going for the donation.

The first ask. Given the reasons stated above make a solid ask for a minimum of 3 times highest past gift. Be assertive and let the donor respond. Don't laugh, don't whine. If the need is real, the request should be real as well. Defend your request if required to; don't just lower it. Defending the amount of the first ask gives instant credibility to the importance of the issue, In fact, state that the reason you're requesting a large donation is because of the serious nature of the issue, Only then begin to lower the amount that your'e requesting.

A second attempt.

The second ask. Quickly elaborate on the need. Acknowledge that the donor isn't able to give 3 times their highest past donation. Considering the need, ask for 2 times the past donation. Again defend your request. The more legitimate you sound, the more likely the donor is to give you money. For many fundraisers lowering ask amounts deteriorates into desperation. Although this is a negotiation the need is legitimates and as a fundraiser you want to get the highest possible donation,

One more try.

The third and, not necessarily, final ask, This is where the fundraiser asks the donor to meet the level of their last contribution. This is obviously the level that the donor has been comfortable giving at in the past. Again stress the need and elaborate on the potential consequences of not reaching an adequate level of funding for the campaign in question.

Taking no for an answer.

If stopping here, without securing a donation, take the time to sincerely thank the donor once more. This establishes that you, the fundraiser and the organization, respect the donor no matter what they can or cannot give at the moment. This also helps to reinforce an attitude of respect and gratitude which should be extended to all donors at all times.

The forth ask and so on.

Many times a donor who can't match a previous donation will express regret that they simply cant afford the same amount. If applicable, ask for an even lower amount down to the minimum level of donation that can be taken on a specific campaign. Remind the donor and yourself that every donation, no matter what size, counts. After all in most fundraising campaigns, the many small donations greatly out number the amount of money which is generated by the larger ones.

Get it on a credit card.

The credit card ask. Credit card donations fulfill instantly. There are no pledge cards to send out. Obviously securing a donation on a credit card is favorable to a mailed in pledge card. Credit cards on the phone are favorable to online donations as well; donors can easily be distracted and forget to make their donation.

Ease their mind.

Security is the main concern with credit card donations, Donors are rightfully fearful of identity theft. Every call center has methods in place to protect the credit card information of donors. Patiently explain these procedures as well as why credit card gifts are the best gifts that donors can make.

Be prepared to further explain  the value of credit card donations and their secure nature. Many donors will give by credit card once they have been properly assured of security measures. If not, follow your organization's standard pledge card procedure.

Wrapping up the call.

Again, take the time to sincerely thank the donor for their help. Answer any additional questions and then politely end the call. Following this method on every call improves dollars raised as well as the quality of each outbound call.

As most fundraisers know, building rapport with donors keeps them on the phone and listening to your request. Rapport isn't a clever trick; it is a means of showing donors that you are interested in them and that you have at least some small things in common. We build rapport in almost every conversation we have whether on or off of the phone. Building rapport with someone you've just called for the first time can be a little harder, but it is certainly possible.

One simple technique for rapport building is knowing the state nicknames or motto's of the states that you're dialing into. Asking a donor how things are going in the Equality State rather than simply how things are going, makes your question more intimate. Donors really do open up when you take a personal interest in them. Listed below are the state nicknames.