NEWS 

 

New Call Centre Opens in Camberwell

In July 2007, Smart Health Australia opened a second call centre in Camberwell. Located right in the heart of the busy shopping district, it's an optimal location to launch a fresh NEW Fundraising Call Centre. Literally 200 metres from Camberwell Train Station - you couldn't ask for a better located, fresh, sunshine filled and inspired office!

We've got a great team of 30 setting some great standards and making a huge difference.

If Charity Telephone Fundraising is your passion and specialty - or if you think you'd enjoy making a difference while you work, call our office and enquire about possible opportunities on + 61 3 8554 6100.

Dialling for Dollars Automatically

SHA Introduces Predictive Dialling Software

SHA has taken a giant leap into the 21st Century with the introduction of state-of-the-art technology - Predictive Dialling Software (PDS) - for its call centres in Balaclava and Camberwell.

  

 What is Predictive Dialling?

Predictive Dialling is the perfect technology to increase fundraiser’s productivity by maximizing their “talk time”. It addresses the problems faced by fundraisers in handling outbound calls to potential donors, namely low contact rates. Without PDS, fundraisers have to wait between phone calls until they ultimately get through to a live person on the other end of the phone.

PDS predicts when fundraisers will finish the current call, and the system will dial out another phone line while fundraisers are still talking to (potential) donors. The phone call is then passed to a fundraiser instantly after a potential donor picks up the phone.

Why Predictive Dialling will give your charity a competitive advantage?

  • PDS increases fundraiser’s efficiency and minimises "dialling drudgery" – by removing the remedial tasks of manual dialling and frustration of not achieving the target calls and figures, it boosts the fundraisers morale, thereby boosting their performance.

  • PDS transfers live calls to an available fundraiser with the shortest amount of wait time.

  • PDS improves donation revenue by relying on outstanding (namely diligent and success driven) fundraisers to work on campaigns, thereby reducing telemarketing hours overall.

  • PDS enables fundraisers to reach more potential donors, more efficiently and more profitably.

  • PDS dramatically increases productivity by drastically increasing the time fundraisers spend on the phone talking to actual or potential donors.  Since it takes little effort for fundraisers to reach each prospect with predictive dialling, the work is less strenuous--which means less caller burnout and a higher quality call.

  

  •  PDS provides the ability to integrate call recording devices and call monitoring interfaces, helping call centre supervisors train and monitor fundraisers at all times.

  • PDS provides SHA with the capability of having an essentially paperless office – great for the environment and great for the client.  Donations and pledges can be inputted directly onto the database, which allows SHA to track information easily during a campaign.  When a client partner asks us to send it daily results, these can be sent by modem directly from SHA’s system.

  • PDS allows SHA to collate, analyse and synthesise invaluable statistics.

  • PDS makes calling more efficient and less tedious. Using PDS and reducing the tediousness of telemarketing greatly increases the fundraising retention rate as well as fundraiser productivity.  By benefitting from his/her own results, a fundraiser’s morale will increase dramatically, which will only add to his/her efficiency.

  • Flexibility is another decided advantage of PDS. The success rate of scripts can be easily monitored and amended during a campaign. And when a change is made or an alternate script is substituted, the efficacy of the changes can be instantly and empirically measured.

  • Better call results convert directly into increased profitability for you, the client

To discuss how PDS can help your charity or not-for-profit increase productivity and in turn increase your donations, please call our CEO, Lenny Faraday on +61 3 8554 6100.