Telephone fundraising can be carried out in-house, by charity fundraising staff or volunteers, or a charity can work with a telephone fundraising agency to make calls on its behalf.
You must ensure that you do not make any telephone fundraising calls to:
A recipient must not be called using an automated dialling system (i.e. a system that can dial a series of numbers automatically and play a recorded message) unless the recipient has consented to this. Also, telephone fundraising calls shouldn’t be generated by random digit dialling, whether the dialling is manual or by computer.
It is important that telephone calls to recipients are not made later than 9pm unless expressly invited by the individual.
It’s a good idea to plan ahead and think through the messages and content of fundraising telephone calls. This helps to:
The content and structure of calls should also be discussed and agreed with any fundraising agency the charity is working with.
Fundraisers should always check that anyone they call is happy to receive the call at that time. If the individual asks not to be called again, that request must be complied with and appropriately recorded. Fundraisers should always recognise the right of the individual to terminate the telephone conversation at any stage, and to accept such termination promptly and courteously, as well as respond openly and honestly to any questions.
It is good practice to make a note of the outcome of all telephone calls and for key information and feedback to be recorded. Any complaint made within the time of the telephone call should be reported and dealt with according to the organisation’s complaints policy and any request made by the individual during the call on their future communications preferences must be acted upon.
There must be a written agreement between the fundraising organisation and the external telephone fundraiser as set out in the Code of Fundraising Practice and appropriate solicitation statements must be given on fundraising calls that are carried out by an external agency.
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