Welcome Calls

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Welcome Calls by Mind Map: Welcome Calls

1. Stripe (Web) - If support is larger than $40, assume it's a one-off UNLESS donor has stated otherwise OR it's a Global Parent pledge (State in activity, cancel in CRM, and let Antonette or Annelies know)

1.1. Voice Contact Subject Line: "Welcome- See notes (3*)" * no. of calls

1.1.1. Successful welcome call, details confirmed

1.1.1.1. Don't want to be contacted

1.1.1.1.1. Change contact method and select 'do not allow' on required boxes Result: "Success"

1.1.1.2. Changing details on Stripe (e.g. postponing/date change, reducing/increasing, changing payment method/CC - These changes also need to be made on Stripe (not just CRM) so state in activity and let A/A know to change or contact donor to update

1.1.1.2.1. Result will vary based on what changes need to be made. e.g. "Success" or "Refusal"

1.1.2. Donor wants a call back- now isn't a good time. - Clarify it is only to confirm 3 quick details! - If no, set callback with donor- clarify day AND time that's best

1.1.2.1. Result: "Call Back" + Set CB date/time at the top of the calendar

1.1.3. Cancellations

1.1.3.1. Now! (e.g. meant to be a one-off) - State in activity, cancel in CRM, and let A/A know

1.1.3.1.1. Result: "Refusal" + Set activity for UNICEF NZ

1.1.3.2. In 2 months or less... - Set activity for Antonette to cancel after last scheduled support (note that it is a Stripe pledge)

1.1.3.2.1. Result: "Refusal" + Set activity for UNICEF NZ

1.1.3.3. In 3 months or more... - Donor will need to cancel themselves at least 3 business days prior to the support they're cancelling

1.1.3.3.1. Result: "Success"

1.2. No Voice Contact Subject Line: "Welcome- No Voice Contact (3*)" *no. of calls

1.2.1. Under $40

1.2.1.1. Auto VM - Leave msg. confirming details of MONTHLY support (make sure monthly is mentioned- include next support date); do not mention personal information

1.2.1.1.1. Result: "Voice Message Left"

1.2.1.2. Named VM - Leave msg. with details of MONTHLY support

1.2.1.2.1. Result: "Voice Message Left"

1.2.1.3. No VM - Try 3x then max, and send email template (which states support will continue to run unless we hear otherwise from donor.)

1.2.1.3.1. Result: "Not Available" then"Maximum Call Attempts" and send email

1.2.1.4. Disconnected line - Invalidate no. and send email (which states support will continue to run unless we hear otherwise from donor.)

1.2.1.4.1. Result: "Disconnected Line" and send email

1.2.1.5. Incorrect no. - Invalidate no. and send email (which states support will continue to run unless we hear otherwise from donor.)

1.2.1.5.1. Result: "Incorrect Number" and send email

1.2.2. Over $40 - Check donor history- cancel straight away on CRM and pass to A/A IF there's a history of similar one-offs, but still call. If in doubt, after trying to reach the donor, assume it is a one-off and pass to A/A.

1.2.2.1. Auto VM - Try at least twice, then leave msg confirming the one off support (one-off date only (not amount), do not mention personal email or address), then pass on to A/A for potential cancellation

1.2.2.1.1. Result: "Not available" then"Voice Message Left" + Tell A/A and set activity

1.2.2.2. Named VM - Try at least twice, then leave message with details, most likely you will confirm as a one-off support, then pass on to A/A for cancellation.

1.2.2.2.1. Result: "Not available" then"Voice Message Left" + Tell A/A and set activity.

1.2.2.3. No VM - Try 3x then max. attempt, pass to A/A for cancellation

1.2.2.3.1. Result: "Not Available then"Maximum Call Attempts" + Tell A/A and set activity

1.2.2.4. Disconnected line - Invalidate no. and pass to A/A to cancel

1.2.2.4.1. Result: "Disconnected Line" + Tell A/A and set activity.

1.2.2.5. Incorrect no. (someone else picked up) - Invalidate no. and pass to A/A to cancel

1.2.2.5.1. Result: "Incorrect Number" + Tell A/A and set activity.

2. Face to Face/Door to Door - If the start date is within the same month as the one-off support, postpone if you can't make voice contact or leave a detailed message. - If support is larger than normal- postpone if you can't make voice contact and notify Antonette/use your judgement - If Antonette gives you a rejected paper form, follow the same procedure, recording details on both post-its and in an activity. On the third call, leave a message mentioning we want to confirm and thank, and that we haven't been able to process their details in the system so can they please call us back.

2.1. Voice Contact Subject Line: "Welcome- See notes (3*)" *no. of calls

2.1.1. Successful Welcome Call - Confirm details and monthly support - Ask how F2F convo. went Result: "Success"

2.1.1.1. Wants to postpone/change date - Change date to 1/15/20th - If they want to postpone for more than a month, just cancel and schedule CB

2.1.1.1.1. Result: "Success" or "Refusal"+ set activity

2.1.1.2. Wants to reduce/increase - Adjust pledge

2.1.1.2.1. Result: "Success" + Fill in 'Old Pledge Amount' and 'New Pledge Amount'

2.1.1.3. Don't want to be contacted

2.1.1.3.1. Change contact method and select 'do not allow' on required boxes Result: "Success"

2.1.2. Donor wants a call back - now isn't a good time. - Clarify it is only to confirm 3 quick details! - If no, set callback with donor- clarify day AND time that's best

2.1.2.1. Result: "Call Back" + Set CB date/time at the top of the calendar

2.1.3. Cancellations

2.1.3.1. Only wanted to do a one-off support - Confirm details anyway

2.1.3.1.1. If donation has been made on sign-up, cancel.

2.1.3.1.2. If scheduled for future date, confirm date with donor then set activity to cancel after

2.1.3.1.3. If donor wants to process one-off straight away and can't make the date work, cancel and do a one-off paper form instead

2.1.3.2. Now! - Cancel support and thank for talking to us

2.1.3.2.1. Result: "Refusal"

2.1.3.3. In 2 months or less... - Set activity for Antonette to cancel after last scheduled support

2.1.3.3.1. Result: "Refusal"

2.1.3.4. In 3 months or more... - Donor will need to cancel themselves at least 3 business days prior to the support they're cancelling

2.1.3.4.1. Result: "Success"

2.1.4. Change Payment Method

2.1.4.1. To CC - Load new CC and mention change in activity

2.1.4.1.1. - Select CC as new payment method then load - Delete old DD info if nec. Result: "Success"

2.1.4.2. To DD - See if donor is happy for support to run as is for the time being (if not, cancel)

2.1.4.2.1. Change of suffix only - Change straight away

2.1.4.2.2. Whole new account - Send new forms- authorisation needed again - Set activity for follow up and check with donor when is best

2.1.4.3. To AP - Cancel support and email AP details

2.1.4.3.1. Result: "Refusal"

2.2. No Voice Contact Subject Line: "Welcome- No voice contact (3*)" *no. of calls

2.2.1. Auto VM - Leave msg confirming the details of the monthly support (pledge monthly date ONLY), but do not confirm the personal (amount, email and address) details. - Record that you have confirmed the monthly support on auto VM, in the activity.

2.2.1.1. Result: "Voice Message Left"

2.2.2. Named VM - Leave msg w details

2.2.2.1. Result: "Voice Message Left"

2.2.3. No VM - Try 3x then max. attempt

2.2.3.1. Result: "Not available" then "Maximum Call Attempts"

2.2.4. Disconnected Line - Invalidate no.

2.2.4.1. Result: "Disconnected Line"

2.2.5. Incorrect No. (someone else picked up) - Invalidate no.

2.2.5.1. Result: "Incorrect Number"