Study your flashcards anywhere!

Download the official Cram app for free >

  • Shuffle
    Toggle On
    Toggle Off
  • Alphabetize
    Toggle On
    Toggle Off
  • Front First
    Toggle On
    Toggle Off
  • Both Sides
    Toggle On
    Toggle Off
  • Read
    Toggle On
    Toggle Off
Reading...
Front

How to study your flashcards.

Right/Left arrow keys: Navigate between flashcards.right arrow keyleft arrow key

Up/Down arrow keys: Flip the card between the front and back.down keyup key

H key: Show hint (3rd side).h key

A key: Read text to speech.a key

image

Play button

image

Play button

image

Progress

1/41

Click to flip

41 Cards in this Set

  • Front
  • Back
Examples of No
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)
Hang Ups
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.
Examples of a Wrong Number
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.
Special Out
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)
Call Backs
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
Priority Call Back
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.
Credit Cards
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.
Personal Checks
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.
Comment Codes
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
There are only 2 times you use the NP comment code
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.
4 Examples of Call backs
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)
Call backs
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.
Priority call back
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.
Credit Cards : First digit on a card identify the type of card
3=American Express 15 digits,4=Visa 14 or 16 digits,5=Master card 16 digits,6=Discover 16 digits
Never write donor's ___ ___ ____ down.
credit card number
The ____ on screen must match how their name appears on the credit card.
name
A ___ ___ is used as a Credit card.
Debit card
What are components of Personal checks: that we ask?
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
What kind of checks can only be taken on specified programs only.
Corporate Checks
What do these comment codes stand for: NP,DR,DS,MN,NM,DM,SU,NF
No phone calls,Deceased Mr,Deceased Mrs,Minor (minor name on record),Remove from mailing list,Duplicate mail,No Sunday calls, No fax
There are only 2 times you use the NP comment code:
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.
Name 4 reasons you don't use a 2nd request:
1. The prospect is destitute, 2. The prospect is very negative or angry. 3.A catastrophic situation, 4. State law
When do you log in?
beggining of shift, return from break, program training or team meeting.
When do you log out?
You log out at end of shift and when you leave for lunch break, a team meeting or program training.
When to do 'go idle? what is proper procedure?
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.
You can clock in no sooner than ___ minutes before your shift.
five minutes
When should you clock out?
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.
What must you do to make changes on a donar record?
proper capitalization,spacing, name/address over the old for it will appear on their mailings. (only change telephone numbers on Business House File programs.
What time limit do you give donors in there pledges? Remember never aloud to on 1st request.
3 weeks and if they need 4 weeks you can take the pledge but code it as a maybe.
Call Center Terminology:Performance means?
Dollars per completed call ($/CC)
Call Center Terminology: Productivity means?
Completed calls per hour (CC/HR)
Call Center Terminology: Completed calls mean?
When you reach the prospect and reeive a final decision.
Call Center Terminology: Type time:
The time between when the donor hangs up and you end the call.
Call Center Terminology: Talk Time
Time between Hi and bye or when call appears on your screen and when caller hangs up.
Call Center Terminology: Response Rate means?
the percentage of completed calls that generate a pledge
What are 4 examples of Non-Completed calls?
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
What are 4 examples of Completed calls?
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
What are 12 Step to log in? Hint: Coe-Cosp-Coel-C3
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.
How do you go in idle? for restroom or getting coffee etc...?
Click on X and then the break request and then click on clock. To become available again: click on the globe.
How do you log out (7 steps)
1. Red X, 2. Log out reason, 3. Red X, 4. Code call, 5. Start, 6. Shut down, 7. Ok
To log out when going on break? What are the 8 steps?
Red X, Log out reason, Red X,Code call, Start, Programs, Coordinator, Open