NewswireToday - /newswire/ - Shipston On Stour, Warwickshire, United Kingdom, 01/19/2009 - A survey by a call centre news service has revealed what charities want when engaging with a company dealing with the response to their DRTV campaigns.

call-centre.co.uk's survey among British charities has revealed that they have different needs to those of companies outside the not-for-profit sector.

(1) The ability to upscale very quickly especially those who increased advertising during emergency appeals or who had ad-hoc publicity.
(2) Per Minute Billing. The service charges on either a cost-per-call or a cost-per-minute basis meaning that there are no fixed costs even during low-volume times.
(3) Low Costs. Many charities have moved away from live call centre agents but have found that the percentage of calls donating was much lower as older people who were the most generous donors were reluctant to use automated or web-based services.
(4) Professional Service. Whilst cost was an issue, charities would not want their brand diminished by a poor service.
(5) To be able to provide solutions and not just resources. Charities tend to run with fewer full-time staff than commercial businesses and the times when the outsourced call centre service was needed the most was the time when resources internally were the most stretched.
(6) Social responsibility. Charities only want to work with suppliers who had similar ethics to themselves.
(7) Data Security. Charities were not looking for home-workers as they wanted to be able to control sensitive data and wanted any outsource providers to have strict measures in place.

There was increased demand among charities to use offshore call centres to reduce costs but this was only when the offshore company could prove that they upheld their vision on ethical business.

Agency / Source: Call Centre People

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