Not for Profit Case Study - Pure

Background

Pure was formed in 2002 as a specialist telephone fundraising agency. Now six years on, Pure provides the very best fundraising services that the charity sector has to offer. They work with over 70 charity clients and form nearly 20,000 contacts a week, in order to secure donations.

Pure and CallScripter have been in an existing partnership for over five years now; however Pure recently made the decision to implement the new CallScripter fully hosted predictive dialing solution, in conjunction with the existing premise based application.

The general feeling within Pure was that their original systems needed updating but thanks to the familiarity and ease of using the CallScripter front-end product it was decided to explore the other services that CallScripter could offer.

A key factor in the decision-making process was that because Pure work on behalf of numerous different charities, it was imperative that multiple queues of data could be uploaded to the dialer through CallScripter, with the added ability to call more than one telephone number per record.

Solution

The fully integrated software allows Pure to continue to load all outbound campaigns into the CallScripter programme, which in turn pushes the data to the dialer for calling.

The application synchronises with the dialer so that all non-live contacts, which includes ‘abandons’, ‘answer machines’, ‘busy’, and ‘no answers’, are reported from the CallScripter database.

Also the solution provided allows Pure to achieve their aim of uploading multiple queues of data to the dialer, with the ability to try up to three different numbers per contact, thus increasing contact rates across all campaigns.

As a direct result of the CallScripter upgrade, Pure is now able to:

• Set up campaigns and queues to upload to the dialer
• Manage the queues, whilst updating any settings as required
• Set up agents to use the dialer
• Let agents log onto a different queue if data is running low on the queue they are assigned to
• Allow for agents to log-off for breaks (which are then recorded so shift managers can monitor their time)
• Upload abandoned call messages per queue
• Enable shift managers to switch off shift queues that are not performing, or before staff breaks, to reduce abandoned calls
• Manage the data in queues. When a segment is not performing well for example, they can be temporarily removed from the dialer with minimum effort
• Access call recordings for clients or queries on data recorded by agents
• View outcome reports to see how well a campaign is progressing, or how an individual agent is performing

Results

The system has now been in place for a year, and the working relationship between CallScripter and Pure has continued to flourish.

Darren Haughton, IT Director of Pure, commented: “I have been heavily involved with this implementation from the start, and CallScripter have kept me completely satisfied by their response times, with regards to requesting additions to our system. The development team kept me up-to-date with regular progress reports, and ensured that the whole project ran as smoothly as possible”.