Tele Facing Iwrm

Download Tele Facing Iwrm

Post on 25-Dec-2014




1 download

Embed Size (px)




<ul><li> 1. Tele-facing- a Jugaad from India Presented by Anup Tiwari, Direct Marketing Specialist, UNICEF India, as a part of How To Raise More Money Through Great Direct Marketing (With Mal Warwick) </li> <li> 2. Are you wondering? <ul><li>What is Tele-facing? </li></ul><ul><li>or/and </li></ul><ul><li>Tele-facing still looks English, but what is Jugaad? </li></ul></li> <li> 3. The Jugaad on Indian village roads (Noun) </li> <li> 4. Jugaad, the verb <ul><li>Managing to get things done somehow or the other with limited resources. </li></ul></li> <li> 5. Why is Jugaad, the noun, called so? You are only partly correct if you thought of it as just a pump-set But you are fully correct if you also thought of it as Jugaads engine </li> <li> 6. Strapping the pump to a wooden quadricycle is not difficult Your local ironsmith will do it for you! </li> <li> 7. And here we have a cheaper and more efficient rural vehicle than.. <ul><li>Worlds cheapest car, the $ 2,500 Tata Nano </li></ul></li> <li> 8. The Spirit of Tele-facing <ul><li>Is deeply routed in the concept of Jugaad </li></ul><ul><li> Managing to get things done somehow or the other with limited resources </li></ul><ul><li>The following slides will tell you how </li></ul></li> <li> 9. What is Tele-facing? <ul><li>Hybrid of Telemarketing &amp; Face 2 Face </li></ul><ul><li>Engine of Tele-marketing and body of Face 2 Face </li></ul><ul><li>Telecaller makes a brief pitch and fixes a meeting for the Field Executive to present </li></ul></li> <li> 10. Why Tele-facing? <ul><li>Donors promise to send a Bank Cheque/ Direct Debit form but dont </li></ul><ul><li>Credit Card over phone not considered a popular/safe option </li></ul><ul><li>Need more information/couple of days to think and give </li></ul><ul><li>Access to donor not possible by walking-in </li></ul></li> <li> 11. How did it evolve in India? <ul><li>A very common method to sell financial products like credit cards, insurance etc. </li></ul><ul><li>Started as a cheque collection service using semi-literate staff from one time donors </li></ul><ul><li>Evolved to Educated Field Executives who can sell/upgrade/convert </li></ul></li> <li> 12. Tele-facing Team <ul><li>Handled through a specialized agency </li></ul><ul><li>A call center with say 10 seats and above </li></ul><ul><li>2 or more field executives having distinct territories </li></ul><ul><li>1 Team Leader cum field executive </li></ul><ul><li>1 Project Coordinator </li></ul></li> <li> 13. PROCESS Facer meets donor seeks pledge/ one time donation. Telecallers call prospects/ existing donors &amp; fix meetings Coordinator Passes lead to Team Leader cum Facer Thru TL &amp; Coordinator donation reaches NGO NGO sends Thank You Package to The donor 5 </li> <li> 14. Call/Contact Statistics <ul><li>100 contacts per caller </li></ul><ul><li>20 contacts given telephonic presentation </li></ul><ul><li>2 contacts give appointment </li></ul><ul><li>80% of appointments donate </li></ul><ul><li>Up to 25% of donors sign Pledge donations, rest one time </li></ul></li> <li> 15. Tele-facing results in India <ul><li>First time RoI around 2.5 in case of one-time donors </li></ul><ul><li>Average Donation Size around $ 50 </li></ul><ul><li>Up to 25% donors start as pledge donors </li></ul><ul><li>Average Monthly Gift Size of $ 9 </li></ul><ul><li>Break-even within 3 months in case of Pledge donors </li></ul><ul><li>Expected 3 year Long Term Value above 10 </li></ul></li> <li> 16. Experiences in India with various strategies Conversion Retention Acquisition Strategy Good Very Good Average Direct Mail Very Good Very Good Very Good Tele-facing Average Average Very Good Face to Face Very Good Very Good Average Telemarketing </li> <li> 17. Can Tele-facing be used for raising high value donations <ul><li>Donations &gt;= $ 500 very common </li></ul><ul><li>Ideal for raising funds from Small &amp; Medium Enterprises </li></ul><ul><li>Employee group collections </li></ul></li> <li> 18. Can I replicate this in my country? <ul><li>No doubt, if costs in your country are comparable to India </li></ul><ul><li>You should, if most of your donors still donate using bank cheques </li></ul><ul><li>For Pledge recruitments / conversions/ up gradation, possibly can be used anywhere </li></ul></li> <li> 19. The Jugaad of Tele-facing works! Do test it ! </li> </ul>