Evergiving Call Center FAQ¶

Security and Compliance¶

Is it secure/PCI Compliant?¶

With Evergiving's call center, neither the Agent nor their device comes into contact with the card. Evergiving initiates a conference call between the app, the donor, and the Agent. When the Agent presses the card button, the call is routed between the app and the donor. The app guides the donor through entering their card details, ensuring security.

Yes, in most jurisdictions a call recording is equivalent to a signature. Verify your country's regulations.

How Do I Capture Credit Card Details Securely?¶

Use the credit card button during the call to switch the donor to the app, which prompts them to enter their card details. Neither the Agent nor the recording has contact with the card number.

Agent Setup and Requirements¶

Can Agents Work from Home, and what Do They Need?¶

Yes, Agents need a PC or tablet, an internet connection, and headphones.

Can I Train My Agents to Use the System?¶

Yes, use the Training Module feature to create training modules that automatically deploy to your Fundraisers.

How Many Agents Can We Have?¶

You can have as many Agents as needed.

How much Data Will Agents Use?¶

Calls use approximately 100 kb/s, meaning 22.2 hours of call time per gigabyte.

How Do I Set up Agents?¶

Admin Operations users can create Agent users with unique logins. Agents are different from Fundraisers and have their own login requirements.

How Can Agents Tell if a Lead is Already Being Worked On?¶

A face icon appears next to leads being worked on by another Agent. Agents should skip these leads and move to the next available one.

Leads and Call Lists¶

Where Do I Get My Leads From?¶

Leads need to be provided by you. Import your leads into Evergiving, filter them, and create specific call lists based on your telemarketing campaigns, such as thank-a-thons or recapturing lapsed donors.

How Do I Import My Leads into Evergiving?¶

Login to your admin account, go to the Import -> leads page, and import your leads.

How Do I Import My "Do not call" Lists?¶

Login to your admin account, go to the Import -> leads page, and import your "Do not call" lists.

How Do I Import My Updates to Leads?¶

Go to the Import -> leads page to import lead updates. The same import section is used for new leads and updates.

What is the External Reference Number Column in the Leads Template For?¶

The external reference number column can contain any data separated by a delimiter (e.g., pipe). It is typically used to reconcile records with other databases.

How Do I Create a Call List?¶

Admin Operations users can create call lists from imported leads. Use filters to refine call lists and assign them to teams.

How Do I Apply Filters to Refine My Call Lists?¶

Filters can be applied to imported leads to create targeted call lists, such as leads with a specific call status or those called a certain number of times.

How Do I Assign Agents to Teams, and Call Lists to Teams?¶

Select the campaign, timezone, and active dates for the team. Add team members and assign call lists to that team.

Where Can I See the Leads?¶

Admin Operation users can view all leads on the leads page in the Donors section. Leads are either Imported (virgin leads) or Saved (edited or linked to a campaign).

Call Operations¶

How Do I Call a Lead?¶

Click on a lead ID or the "Next Lead" button to start a call. Fill out the required fields before converting the lead to a pledge.

How Do I Use the Auto Dialler?¶

Admin Operation users set up auto dial for teams. Agents can start calls, and Auto Dial will handle subsequent calls automatically.

How Do I Listen to Call Recordings?¶

All call recordings are stored with the lead record. Listen to recordings by clicking the "Show Details" button.

Can We Export Recordings?¶

Yes, recordings can be exported easily by adding a merge field to an export email.

What Are Wrap Notes and Private Notes?¶

Wrap notes are comments about the call, meant for the charity. Private notes are internal comments that should not be exported to the charity.

Voicemail and Caller ID¶

What Happens when Someone Calls My Outbound Number?¶

If using your own number, the caller will reach that number. If renting a number from Evergiving, options include diverting the call, terminating it with a recording, or setting up voicemail.

How Do I Set up a Voicemail?¶

Upload a .wav file in Campaign General Settings. Assign a phone number to the campaign, and incoming calls will be directed to the voicemail recording.

How Do I Listen to a Voicemail?¶

View and listen to voicemails from the inbound calls page, where you can see call details and play recordings.

How Do I Mark a Call as Listened to or Delete a Voicemail?¶

Mark calls as "Listened to" using the checkbox in the last column. This removes them from the default view, but you can filter them later.

Can I Use My Own Number as the Caller ID?¶

Yes. Add your own phone number under Accounts -> Phone Numbers, verify it, and use it as the outbound caller ID.

Can We Supply Pre-recorded Voice Prompts for Card Details?¶

Yes, Evergiving can substitute the standard voice prompts with your own responses in your language.