Best Practices for Caller Organizers
Created by: Abby Bateman
Modified on: Sat, Jan 22, 2022 at 10:22 AM
How to Help Your Callers Have a Good Experience:
- Your main goal should be to keep the wait time as short as possible and in general more simultaneous callers = shorter wait time and higher calls per hour per person. Short wait times mean you talk to the most contacts (voter) but it also gives your callers the best possible experience so they return again in the future. (More information on realistic wait times here).
- Help stack up simultaneous callers by having a set time for priority in-office phone banks each night of the week so all callers, whether by themselves from home or from a volunteer hosted phonebank, know when others will be calling with them.
- If you have a single caller, ThruTalk is better than hand dialing but, if possible, put the volunteer on high-value volunteer recruitment. If they are able to turn out a single calling shift during a time when there are other callers, that shift will create more IDs and have more conversations than the single volunteer calling alone would have been able to get.
- Don’t let technology needs slow you down! Make lending the campaign an extra laptop, tablet, or headset a regular volunteer ask when doing recruitment calls, especially to folks who say no to volunteering and can’t or won't call themselves.
Strategies to Keep Callers Logged in at In-person Phone Banks Could Include:
- Having volunteers raise a hand and get temporarily replaced by an organizer or floating caller when they need to take a restroom or other break. This will encourage them to return quickly and will not slow down the system for others.
- Have set break times where everyone logs out and back in again. Set breaks will encourage volunteers to stay logged in outside of the break time.
- Use time logged in as one of your leaderboard metrics in addition to total calls. Track the single longest calling session in addition to the average calling session to make sure folks are aiming to beat the average even if they don't hit the all time longest.
- Have folks raise their hand to get “checked out” of their calling session if they leave before the end of the shift (you would go over and log them out). This gives you the opportunity to ask for 15 more minutes and to get them committed to a future shift.
- Make cardboard cubbies (boxes with top, bottom, and 1 side cut off) to ostensibly hang information inside as quick reference for callers, but also to cut down on cross talk and make sure callers are paying attention to hear the beep when a contact connects, as they should talk directly after the beep.
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