You may have read the recent news item about how people being called to support an organisation were treated less than would have been “proper”.
I’ve managed several tele-fundraising teams, and as soon as I’ve heard a conversation that was less than ideal, I would pull the person off the phone and have a chat with them about their manner – after all they are representing the organisation, they’re essentially an ambassador for the organisation and every call should leave the recipient feeling good about it.
What’s more, why weren’t the calls referred to in the article picked up by someone who would likely have been doing random call monitoring?
Call monitoring is an important part of tele-fundraising, it helps ensure the right message is being delivered, that the agent is up to date with any new “stories” that can be used, and, yes, it would definitely pick up any agent who was misrepresenting the organisation or being rude to a person they were calling.
As soon as something is picked up, the agent should be pulled off the phone and the issues discussed, perhaps they need some additional training, maybe they have personal issues outside of the workplace they are dealing with; whatever, there should never be any instance where an agent is rude.
I don’t know why this issue wasn’t picked up sooner, it should have been and the organisation has let itself down.