rbl

logo

020 3637 0966

CUSTOMER ENGAGEMENT

CUSTOMER ENGAGEMENT

71% of UK adults think businesses put profit before consumers.*

TRAINING

CASE STUDY 1: DTV OPTIMISE

THE BRIEF

In 2012 the creative agency DTV approach ReynoldsBusbyLee (RBL) to work with it to create a new contact centre to provide telephone fundraising services for DRTV response campaigns. RBL's support included the training of the newly appointed fundraisers.

OUR SOLUTION

RBL designed and delivered a bespoke training programme for the DTV Optimise fundraisers. The training provided a number of modules including an introduction to telephone fundraising, understanding donor motivation and needs, understanding compliance and best-practice requirements and how to best engage and interact with new supporters.

The training sessions allowed for a number of learning styles from across the team interspersing role-play amongst group activities and workshop sessions.

THE OUTCOME

DTV Optimise has been very successfully launched into the market place growing year on year. Clients have been delighted with the new approach to telephone fundraising which has been facilitated and supported by the RBL training programme.

In 2015 DTV Optimise re-engaged RBL to deliver a training programme that RBL co-authored for the DMA which addresses handling telephone sales and telephone fundraising with vulnerable adults.

CLIENT COMMENT

“RBL have proved invaluable in helping us create a telephone fundraising agency from scratch. They were able to help with all aspects of the set up through to some excellent interactive training for our fundraising agents. Great people to work with, I would recommend them wholeheartedly.”

Richard Hill, Managing Director




* Source: SCI Sales Group 2014