Welcome and activation calling is crucial for charities to effectively engage new supporters and donors, making them feel valued and connected to the cause. A personalised welcome call not only acknowledges their support but also helps establish a positive first impression. It offers an opportunity to thank supporters, provide an overview of the charity’s work, and inform them about how their contribution will make a difference.
This initial interaction can significantly impact donor retention, as supporters are more likely to continue their involvement when they feel recognised and appreciated from the beginning. Additionally, welcome calls serve as a platform to gather valuable feedback, helping charities understand their supporters’ motivations and expectations, which in turn allows for more tailored and effective future communication strategies.
Outsourcing Welcome Calls
Key Considerations for Charities
When outsourcing this operation, charities and fundraisers should ensure the provider demonstrates:
- Personalisation Skills – Ability to create a genuine connection with each supporter.
- Mission Alignment – Understanding of the charity’s values and goals.
- Excellent Communication – Clear, empathetic, and engaging phone interactions.
- Feedback Integration – Capability to gather and relay supporter insights effectively.
- Data Security – Adherence to privacy standards and secure handling of supporter information.
Measuring the Success of Welcome & Activation Calls
In addition to these qualities, it’s important to track key call metrics to assess the effectiveness of welcome and activation calls. At VST Venues, we help charities track the following KPI’s across our calling campaigns:
- Contact Rate: Percentage of successful connections with new supporters.
- Call Completion Rate: Percentage of calls where the full message is delivered.
- Engagement Rate: Number of supporters expressing interest in further involvement.
- Conversion Rate: Percentage of supporters committing to additional actions, such as recurring donations or volunteering.
- Average Call Duration: Ensures calls are comprehensive yet respectful of the supporter’s time.
- Feedback Quality: Insights gathered that can inform future strategies.
Monitoring these metrics helps charities optimise their engagement efforts and maintain a strong, loyal supporter base.
Thinking about outsourcing your Campaign Support Calls?
As an arm of the VST Group, VST Venues are born out of years of telemarketing experience. Our background is in calling, so we have a solid and proven framework for all calling support relating to field marketing and donor acquisition campaigns. So, to discuss our welcome calling service in more detail, be sure contact