Colonial Connection The George Washington University Annual Fund Work Values

Daily Duties at Colonial Connection The George Washington University Annual Fund:

• Completely student run organization at night. Supervisor and head of the Annual Fund would come in during the day but we were completely in charge of starting and closing shift each night. - Strategize caller assignments for each unit and adjust throughout the shift to meet assigned goals - we would determine what callers were qualified for which calling pool and assign accordingly. In addition, we had calculations that would determine what our nightly goals would be based on the calling pools that we were calling that night. • Throughout the shift we would Supervise, assist, coach, monitor and motivate callers. This involved walking around and making sure that everyone was calling the proper pools and not horsing around. We had the authority to give out verbal and written warnings as well as send callers home if they were misbehaving or going against policy. In addition, we could listen in to calls throughout the night and fill out evaluation forms that we would then discuss with the callers after the call was over. We would give them a rating/feedback to increase their performance and answer any questions and concerns they had and act as their mentor if that is what they wanted or needed. • Organize nightly reports of daily statistics including dollars raised, credit card percentages, participation rates and donors acquired - printed them out and organized them for supervisor's review -Reviewed nightly program and individual production to determine strategies to improve the call center’s productivity. -Incorporated effective calling techniques with targeted efforts to raise immediate gifts from 30% to 50% a night and an increase corporate matches by 50% - we had different scripts for each calling pool as well as solicitation strategies that would result in said increases. - Would run nightly training sessions for new hires which included running through the training packet with groups of 3-10 people in a session. Training program lasted 3 sessions and each manager would do a session. this included testing callers, running through mock calls, and teaching policies and strategies for being a successful solicitor. We were also in charge of resolving issues during the night sessions. If ever an alumni was unsatisfied/upset with the caller or with our program, it was our job to get on the phone and resolve the issue properly. Any problem we could not fix would be documented on a form and handed to our supervisor the next day with the rest of the nightly reports. - Participated in a vendor program for callers. We wanted to provide incentive for callers. Each night, they would get a certain amount of bonus based on the goals that they hit (number of donors, participation, etc.) and we wanted to create a system where they could cash in their points earned from bonus each night for gifts. This involved the management team creating a list of restaurants/salons/movie theaters/etc. in the area and asking them to participate in keeping morale high at our office. We contacted all the vendors asking for free coupons/services/discounts/etc. that we could offer our students over time. I was in charge of the Dupont Circle/Georgetown neighborhoods and contacted over 50 Vendors with about a 75% return rate. In addition I was in charge of the Midnight Madness events, when we would call Alumni on the West Coast. We would create a sign-up sheet and order pizza for the night and call from 9 until Midnight on those nights. I also worked a number of events while as a manager. I did a few events for the Luther Rice Society (our most well respected and highest giving donors). Event work included preparing signage and name tags for the event as well as working the sign-in table at events and assisting alumni. I also worked Alumni weekends doing similar work. In addition managers were required to work at least one Office Hours shift a week where we would come in and edit thank you postcards written by callers, run more reports, add new prospects into the system, create nightly games and incentive programs for callers prior to shift, organize supply closets and clean facilities, create name tags for new callers, troubleshoot the phones when they aren't working.

What they like about Colonial Connection The George Washington University Annual Fund:

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