Welcome to B2B Source
Follow us:

Charity Call centre

The institute of fundraising issued a code of practice in 2010 regarding the telephone laws and restricts for charity call centres, however what exactly are the dos and donts of fundraising via telephone?

Q - Can I call a supporter who has explicitly asked not to be phone?

A - You are permitted to make administrative calls provided the fundraising standards boards code of conduct is met. If the main reason for try to gain a donation then this can be penalised - other calls can be classed as administrative. You can also call a supporter to provide information or for thanking. Use these calls as an opportunity to ask whether they are happy to receive fundraising calls in future.

Q - What if I routinely call supporters who make donations to say thank you, then ask them to receive fundraising calls in the future?

A - If a call was made with the intention of thanking for a donation, the caller can ask if the donor is happy to receive future fundraising calls. The code of practice doesn’t have systems for determining whether the primary purpose was to thank the donor or fundraising.

Q - what if these rules are broken?

A - “If your charity is a member of the FRSB, a complainant could use its three-stage complaints procedure. Its final sanction is to withdraw membership. If your charity is not a member of the FRSB, the board could publicise bad practice, including names. The FRSB is generally unwilling to penalise its members and prefers to help them find a solution.”

These questions and answers show that there are loopholes to the charity call centre requirements. However, since these rules were written fundraising has changed. Although charity call centres are still popular, donations for charities have had many ups and downs in the past 3 years, with some charities struggling to stay afloat. This would inevitably lead to an increase in donation calls. Does this mean regulation has to become more stringent to prevent masses of calls for supporters and donors?

For more information about charity marketing, fundraising and donation processing - visit Orbital Charity Dynamics

⇐ Back to Services

Other stories

Common S&OP mistakes

  The concept of S&OP or sales and operations planning is actually relatively simple to understand and for the most part, it is just common sense. However, the real issues come when trying to actually execute S&OP because of just how...

Read more...

Weatherproof Enclosures: What you need

Weatherproof enclosures perfect for indoor and outdoor areas. How well do they work, what can you expect from each IP rating? GRP weather enclosures When it comes to buying weatherproof enclosures, you’ll want to take two things into...

Read more...

Pharmaceutical Cold Stores

Storing pharmaceutical items in a temperature controlled environment is vital for drugs and vaccines as they need be kept at the correct temperature at all times, in order to be safely used. This cost storage is of paramount importance to those who...

Read more...