Coding 1
Prospect's answering machine picks up.
Answering Machine
What do you do if someone is requesting a specific fund?
Raise your hand for a supervisor
Used when a prospect would like to make a pledge.
Specified Pledge
What to do after shift
Wipe down your station
Used when a prospect refuses to make a pledge. You will be asked to enter a refusal reason.
No Pledge
Prospect is not available or busy and has asked to be called back in two hours. Make sure there is still time before shift ends.)
Not Available 2H
How do supervisors know who's calling?
Supervisors can monitor calls so do not red screen
Prospect has already given to this campaign.
Already Pledged
Credit card
Prospect answered, but hung up before you mentioned that you are calling from Boise State University.
Hung Up Before Intro
This number is a fax machine, and the previous code is a "Fax Incomplete."
Fax Complete
Can I call use any sort of camera in the call center?
No
This is not the correct number for the prospect. If there are two numbers, delete the wrong number and put a note in "Extended Comments" stating which number was incorrect and that you deleted it.
Wrong Number
Win the game
This prospect has requested to be called back during the day, and is unavailable for a callback during the Sunday afternoon shift.
Daytime Callback
Prospect has requested to never be contacted by BSU EVER.
Do Not Contact Ever
Credit card and Pledge card
Prospect has requested to never be solicited BY PHONE.
Do Not Phone Solicit
How often we log hours and what day
This will allow you to set a specific date/time that the prospect has requested. Do not get confused when the prospect says, “Can you call me back?” and code it as a Callback because they have not requested a specific date/time. The call will go to any available caller, not to you specifically.
General Callback
The phone line is busy. (NOT to be used if the prospect says that they are busy.)
Busy
What capacity are we at in the call center?
50%
Anytime you have to enter additional numbers to reach the prospect. For example an office extension or auto-call blocker.
Privacy Manager
Where to find information about priority funds.
Phonathon Shift Folder
This will allow you to set a specific date/time to call this prospect again. The call will go to you and so should be used for those prospects you have already developed a rapport with.
Personal Callback