At InfoCision, we continually remind ourselves of our goal to become the best, not the biggest, name in the customer care industry by providing highly valuable services. Our diligent team of Communicators works tirelessly to ensure that we’re providing the utmost quality of customer care to each and every individual we serve, which is why it is so rewarding to have our hard work recognized. We’re incredibly honored, in fact, to have been recognized as a customer care MVP in “Customer Magazine” for the 22nd consecutive year.
As such, I’d like to shine a spotlight on—and dedicate this honor to—our exceptionally talented Communicators. It is their inherent traits, like empathy and quick wit, experience and commitment that enable InfoCision to achieve such high-quality results and keep our customers satisfied.
Most specifically, I’d like to lend some insight to our readers about the achievements our Communicators make in the nonprofit space. Communicating with potential contributors and recruiting donors can prove quite difficult for many contact center agents, as relaying the importance of a charity in an impactful fashion requires a sophisticated skill set that not all people possess.
Here are few pieces of advice derived from our outbound call strategy that may help you better understand the elements that drive our fundraising success:
- Become part of the team: At InfoCision, we don’t think of ourselves as a third-party service for our nonprofit clients, but rather an extension of their team. By pledging to work as though we are a part of the cause, our Communicators become more dedicated and driven to produce the best possible results. This is an important mindset to maintain during fundraising campaigns as our Communicators strive to effectively articulate the charity’s worthiness and the value of each donation. By making the cause our own, our staff essentially becomes part of the nonprofit’s staff, with the same ability to understand and communicate the charity’s merit.
- Create a lasting relationship: Another differentiator that sets our Communicators apart from the competition is their dedication to their line of work. Many of our employees are InfoCision veterans, having worked here for years, even decades in some cases. Because of our high employee retention rate, our Communicators are able to create long-lasting relationships with the nonprofit institutions with which we fundraise. The entire staff becomes elated at specific times of the year that signify that it’s time for an annual fundraising campaign. This excitement stems from years of experience in recruiting donors for nonprofits that they’ve become deeply entrenched with over time. Knowledge about and genuine care for these charities gives our Communicators more ammunition to deliver powerful and emotion-evoking messages each time they speak with potential donors.
- Acknowledge success: Besides the relationships we build with our nonprofit partners, another element that contributes to our Communicators success is a positive team environment. Our managing staff understands that the Communicators have a difficult job and that they deserve acknowledgement from us that their work is valued. Accordingly, we take the time to congratulate their continuous excellence in donor care. In addition, we ensure that our employees’ voices are heard and encourage an open-forum atmosphere in our offices that stimulates team building. It’s important to focus on maintaining a positive work atmosphere, especially in a high-stress occupation, so that employees sidestep burnout or frustration.
You can’t create a dedicated team of Communicators overnight or achieve fundraising success without the right practices. But, you can heed our advice and start down the road to stellar donor care.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.