Call Center Fundraising¶

Evergiving's calling features allow your organization to communicate directly with donors and leads over the phone, right from within the platform.

The Call Center¶

The Call Center is the environment for managing calls. It includes:

Auto-Dial: Automatically serves the "next best" lead to agents, optimizing call flow and efficiency.
Lead Management: Allows you to import lists of leads and track call attempts, outcomes, and statuses systematically.
Team Management: Enables supervisors to monitor active calls, listen in, and support agents in real-time.

Outbound Calls: Agents initiate the call to a donor or lead. These can be:
- Fundraising Calls: Calls made to leads to solicit a payment and create a new pledge form.
- Welcome/Verification Calls: Calls made to donors from whom a pledge form has already been captured. The primary goal is to thank them, verify details, and build a relationship.
- Inbound Return Calls: Donors call your number. The system can automatically route these calls to available agents, pop up the donor's record, and play a voicemail greeting after hours. This improves donor experience and protects your numbers from being marked as spam.

Call Statuses: High-level labels that manage a record's place in the call queue (Pending, Complete, Remove, Do Not Call).
Call Outcomes: Predefined results of a call attempt (e.g., Busy, No Answer, Answer Machine).
-Final Call Outcomes: Customizable outcomes that represent the definitive result of your interaction with a donor (e.g., Pledge Made, Not Interested, Callback Scheduled\).
Call Recordings: All calls are recorded by default, stored, and can be reviewed for training and quality assurance.
Notes: You can add general "Wrap Notes" and internal "Private Notes" to a donor's record after a call.