How Quality Assurance Can Improve Fundraising Strategies

The Importance of Quality Assurance

Globalfaces Direct works with many charitable organizations to raise donations for a variety of campaigns – donations that are vital to ensuring these organizations can continue to provide much needed funds to the causes and people that they serve. Equally vital is increasing awareness of and education to the public about these causes so that donors feel connected to and continue to support causes that they believe in. Behind the scenes… did you know Quality Assurance is an important part of the process?

What is Quality Assurance?

Quality Assurance (QA) is a proactive approach that ensures all consumer touchpoints across our various departments are aligned with our ethical fundraising standards and collective business goals. The purpose of QA is to provide a standardized approach to how we listen and communicate with potential and current donors, ensuring a best-in-class, cohesive donor experience. QA monitors calls and identifies common challenges and helps standardize communications processes with our customer service representatives to continuously improve the experience that potential and current donors have with the organizations we represent. 

Why Quality Assurance Matters.

Have you ever called an organization to speak with a customer service representative and had an experience or answer that was not in sync with your expectation of the product or service? It’s frustrating, isn’t it? And it plants a seed that perhaps the organization isn’t what you thought or concerned about your best interests. Every touchpoint with a donor is important and conversations can strengthen or weaken the relationship. Ensuring a high quality and cohesive experience is key to ensuring that donors continue to feel the connection to the causes they support. Call monitoring is one of the best methods to ensure that the collective representatives are providing an excellent donor experience while making certain that they are being effective and compliant with all processes and procedures. It increases employee, management and ultimately donor satisfaction while increasing efficiency and reducing costs. 

What does Quality Assurance Deliver?

Ensuring compliance with QA procedures helps to evaluate which strategies are working, determine how to improve both client and donor experience and allows an organization to pivot quickly. It then becomes the playbook for the standardization of call procedures – from the scripts to escalation steps that address all donor concerns while consistently maintaining effective and efficient service.

Quality Assurance at Globalfaces Direct

Our QA team has a tremendous amount of experience within Globalfaces, as we are all former verification, welcome and outbound call agents. All our analysts have personal knowledge and understanding of acquiring and processing donations. They have been on the front lines, worked the hours, had the difficult conversations, experienced the call volume spikes and everything in between. In other words, they get it! Our QA team has gained the knowledge and applied the learning firsthand and are now equipped to help others develop their skills. With their years of experience, they can effectively guide their co-workers on how to conduct calls in the most professional, personable, efficient, and effective way possible. Their goal is to improve overall call quality by helping representatives to develop and grow. By providing relevant feedback on how to identify objections and provide satisfactory resolution they can provide a positive donor experience that leads to acquiring and retaining long term quality donors for charitable organizations.

Our Approach to Quality Assurance

Globalfaces has a four-step approach when evaluating the performance of our Call Centre.

1. Back to Basics

We ensure that all relevant data is captured accurately and verify data integrity, adherence to client process is followed, compliance with business rules are observed and that all requested and required information is communicated to the donor.

2. Be Human

People respond to people, not robots. We train our representatives to educate the donor in a conversational manner, tailoring responses to overcome individual objections without sounding scripted or providing canned responses.  We want to ensure that our donors are certain that they have made the right decision and are completely comfortable with the way they were dealt with.

3. Be Respectful

Time is our most precision commodity and our agents are trained to respect this by effectively leading the conversation and providing concise answers to their questions.

4. Build Relationships

We ensure that our representatives conduct the calls in the most professional manner, ensure that what they say represents the charity they are handling with an approach that is not only understanding but conveys both gratitude and appreciation for their time and donation.

Why Globalfaces Direct?

We care. We listen to hundreds of calls every week to ensure our very best is representing your brand. Our Quality Assurance team makes sure that our representatives feel supported, heard and are prepared to bring their very best to work every day. Our team analyzes each call to make sure we continue to measure up on each and every one, and that our teams are equipped to handle any situation thrown their way. This leads to an excellent donor experience, a high conversion rate and operational efficiency. Happy employees. Happy clients. Happy donors.



ABOUT THE AUTHOR

Rachel Ramsaran

Rachel is the Manager of the Quality Assurance team for Globalfaces and has been with the company since April 2016. Rachel began her career here as a Donor Experience representative handling inbound and outbound calls, and was promoted to Trainer & QA Analyst in 2018. With her variety of experience and immense product and process knowledge, Rachel was soon promoted to Manager of Quality Assurance, and today manages a growing team of 6 Analysts to ensure continued call quality.