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41 Cards in this Set
- Front
- Back
Examples of No
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2 Adamant No's,Deceased (on residential program),Hangup after the 1st Pagagragh on live script only,All request used,Requests to be taken off the phone list,Minor(on a residential program)
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Hang Ups
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A call is coded as a hang up when the Prospect hangs up before the end of first paragragh.,Do not use the Hang Up option on a taped message program.,If you do not mention the client name and the prospect hangs up, code this as a call back.
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Examples of a Wrong Number
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Any operator recording (disconnected, out of service, wrong area code),Fax,Modem,Cell phone, pager, moved/no longer lives or works there (You may change number on a Housefile program if the script directs you to.
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Special Out
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Vacation for 4 weeks+, In hospital,Away at school, Out of Country, Duplicate call(must have been called today), Terminally ill, No English, Deaf, In prison or institution, Answering Service, Media(TV,Newspaper,Radio),Deceased (on a business file),Minor (on a business program)
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Call Backs
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Bad connection, A small child answers the phone (the paren't name is on the screen),Prospect is outside,Not home, Unavailable,Busy signal,Ringing phone(wait 4 rings),In intro,prospects tell you to call back, A call appears on your screen, you have not mentioned the client's name, and no one is there
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Priority Call Back
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This is used when you are told to call back as a specific date and or time to reach the prospect. You may schedule a Priority Call back for up to 4 weeks in advance. If the prospect is going to be gone more than 4 weeks, code the call as a special out temporary. the computer system will convert the time to the prospect's time zone. Reminder: By law we can only call from 8am-9am in any time zone.
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Credit Cards
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The first digit on a credit card will identify the type of card. Example: 3=American Express-15 digits,4=Visa 14 or 16 digits,5=Master Card-16 digits,6=Discover-16 digits. Never write down a donor's credit card number. The name on screen must match how their name appears on the credit card. A debit card is used as a Credit Card.
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Personal Checks
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Routing Number:the 1st set of numbers on the bottom of check. Account number: the 2nd set of numbers on the bottom of the check. Check number:the 3rd set of numbers on the bottom of the check. The check number is always 4 digits.
Corporate Checks-May be taken on specified programs only. |
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Comment Codes
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NP=No phone calls
DR-Deceased Mr DS=Deceased Mrs. MN=Minor(the minors name is on the record) NM=Remove from the mailing list DM=Duplicate Mail SU-No sunday calls NF=No fax |
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There are only 2 times you use the NP comment code
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1.If prospect asks to be taken off the list. Never offer to take someone off of the calling list.
2.The prospect named on the computer screen is a minor. |
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4 Examples of Call backs
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Bad connection,In hospital, Away at school, Out of country,Duplicall and must be same day, Terminally ill, No english, Deaf, In prison or instition,Answer service, Media (Tv,Newspaper,Radio),Deceased(on business file),Minor(on abusiness programs)
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Call backs
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Bad connection,A small child answers the phone(the parent's name is on the screen),Prospect is outside,Not home,Unavalable,Busy signal,Ringing phone(wait 4 rings),In intro, prospects tells you to call back,A call appears on your screen, you have not mentioned the clients name, and no one is there.
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Priority call back
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Call back specific date or time to reach prospect. You may schedule a priority call back for up to 4 weeks in advance./If the prospect is going to be gone for more than 4 weeks, code the call as Special out temporary,The computer system will convert the time to the prospects time zone,By law we can only call fro 8am-9pm as reminder.
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Credit Cards : First digit on a card identify the type of card
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3=American Express 15 digits,4=Visa 14 or 16 digits,5=Master card 16 digits,6=Discover 16 digits
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Never write donor's ___ ___ ____ down.
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credit card number
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The ____ on screen must match how their name appears on the credit card.
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name
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A ___ ___ is used as a Credit card.
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Debit card
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What are components of Personal checks: that we ask?
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Routing number: the 1st set of numbers on bottom of check, Account number: the 2nd set of numbers,3rd set of number: is check number and always 4 digits
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What kind of checks can only be taken on specified programs only.
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Corporate Checks
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What do these comment codes stand for: NP,DR,DS,MN,NM,DM,SU,NF
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No phone calls,Deceased Mr,Deceased Mrs,Minor (minor name on record),Remove from mailing list,Duplicate mail,No Sunday calls, No fax
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There are only 2 times you use the NP comment code:
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1.If the prospect asks to be taken off the list. Never offer to take someone off the calling list. 2.The prospect named on the computer screen is a minor.
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Name 4 reasons you don't use a 2nd request:
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1. The prospect is destitute, 2. The prospect is very negative or angry. 3.A catastrophic situation, 4. State law
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When do you log in?
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beggining of shift, return from break, program training or team meeting.
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When do you log out?
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You log out at end of shift and when you leave for lunch break, a team meeting or program training.
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When to do 'go idle? what is proper procedure?
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When you leave the phone for a shor period of time: i.e. restroom or to get coffee. Must click red X and then Clock at top of screen. This will notify a supervisor.
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You can clock in no sooner than ___ minutes before your shift.
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five minutes
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When should you clock out?
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Must clock out for all lunches, breaks and remember this does affect your 2.00 an hour differential if you are late from lunch or breaks.
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What must you do to make changes on a donar record?
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proper capitalization,spacing, name/address over the old for it will appear on their mailings. (only change telephone numbers on Business House File programs.
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What time limit do you give donors in there pledges? Remember never aloud to on 1st request.
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3 weeks and if they need 4 weeks you can take the pledge but code it as a maybe.
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Call Center Terminology:Performance means?
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Dollars per completed call ($/CC)
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Call Center Terminology: Productivity means?
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Completed calls per hour (CC/HR)
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Call Center Terminology: Completed calls mean?
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When you reach the prospect and reeive a final decision.
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Call Center Terminology: Type time:
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The time between when the donor hangs up and you end the call.
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Call Center Terminology: Talk Time
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Time between Hi and bye or when call appears on your screen and when caller hangs up.
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Call Center Terminology: Response Rate means?
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the percentage of completed calls that generate a pledge
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What are 4 examples of Non-Completed calls?
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Wrong number,Special out,Call back,Priority call back,Answer machine/Voice maile (only leave message on business file,Play tape message,left message,Auto disconnect,Privacy Manager
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What are 4 examples of Completed calls?
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Pledges (cash,check,credit cards, check debit),No,Pledge no amount,May pledge,Recently gave,Lost gift /no credit card,Won't listen to tape, Hang up, Won't take call
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What are 12 Step to log in? Hint: Coe-Cosp-Coel-C3
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1 Control, alt and delete
2 ok,3 enter your id number,4 enter password,5 ok,6 start,7 programs,8 coordinator,9 enter assigned initials,10 login,11choose campaign,12 click green arrow. |
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How do you go in idle? for restroom or getting coffee etc...?
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Click on X and then the break request and then click on clock. To become available again: click on the globe.
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How do you log out (7 steps)
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1. Red X, 2. Log out reason, 3. Red X, 4. Code call, 5. Start, 6. Shut down, 7. Ok
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To log out when going on break? What are the 8 steps?
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Red X, Log out reason, Red X,Code call, Start, Programs, Coordinator, Open
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