Coaching sessions can mean the difference between successful blood donor recruitment and unsuccessful blood donor recruitment. Our Conversational Marketing Experts (CMEs) depend on Formal Coaching Sessions in order to improve and enhance their skills. These sessions should be Durable, Actionable, Straightforward, and Helpful. You may remember these using the acronym “DASH”.

According to the International Association for Wireless Telecommunications, it takes ninety minutes to respond to an email, but only ninety seconds to respond to a text message.

At Incept, we are relentless in supporting our values, goals, and teammates. Furthermore, we use all six of our values to help us achieve our goals as a company, as well as perform great results and continue to grow stronger as a team. This is why Incept is such a great workplace!

Coaching is an essential part of any contact center. Most importantly, it is how you improve and encourage the growth of your Conversational Marketing Experts (CMEs). Jake Fegan, Contact Center Manager for Incept Saves, provides some insights and tips on live monitoring and coaching your Conversational Marketing™ Experts (CMEs).

Platelets are the part of your blood used to control bleeding; burn patients, trauma patients, and many surgeries require the use of platelets. When our Conversational Marketing Experts (CMEs) are making blood donor recruitment calls, some donors question why platelet donations are so important, and there are a plethora of reasons why.

Segmentation for blood donor recruitment is essential. It allows for calling to be more strategic and contacting a donor more likely for our Conversational Marketing Experts (CMEs). Consider the three following segmentation themes when putting together your next strategy.

Some of the most important aspects of influencing company atmosphere are how well you build trust, communication, and rapport with the employees. In an atmosphere such as Incept, it is important to take these things into consideration when building a team. Strong teams are comprised of a strong leader and employees who have excellent communication skills with one another.

As a Conversational Marketing Expert (CME) for Incept, I can say that I have been through many different call scenarios when it comes to professionally recruiting blood donors. What I’m here to talk about today is how focusing on the actual quality of the call can make all the difference when it comes to recruiting blood donors over the phone.

We believe nearly every employee wants to provide genuine value in their work, even the most difficult or lazy employees. We also believe most employees believe they are providing the best they can, even when it doesn’t look that way to management.

Scripting is essential for successful donor conversations. It allows Conversational Marketing Experts (CMEs) to engage with donors in a way that ensures uniformity, professionalism, and the freedom to really listen to the needs of the donor.

Your organization is nothing without donors, and a large portion of your donors won’t exist without your tele-recruiters. So, your tele-recruiters are your blood donor recruitment organization’s most important asset.

Segmenting your database by the amount of time that has elapsed since a donor last donated—the “Donation Time Elapsed”—allows your script to present your tele-recruiter with the most important information to that donor. If you have automatic script-generated software, it should be programmed to utilize these and other details to customize the tele-recruiter’s script.

Coaching is such an important part of successful blood donor recruitment. By letting your Conversational Marketing Experts (CMEs) know what they are doing right and what they can improve upon, you are increasing your chances of meeting blood donation goals.

If you know your prime times, staffing at the appropriate times is a relatively simple decision. But all too often blood donor recruitment departments are staffed from 9:00 a.m.-5:00 p.m. because that is when tele-recruiters or managers prefer to work. That, however, is typically the least effective time of day to tele-recruit. Our experience indicates that attempts to reach donors after 5:00 p.m. are 11% more successful. Set your Contact Center’s hours according to your donors’ preferences.

Thank-you calls help to establish respectful, long-term relationships and build loyalty with those who selflessly donate life-saving gifts.

Some donor recruitment conversations will end in appointments, while others will not. Each one requires its own closing.

Numbers alone are not effective. They need to be applied to affect change. When supervisors share conversational quality audit reports with tele-recruiters in brief meetings (no more than 10 minutes), they have opportunities to congratulate tele-recruiters for things they did well, teach them to improve areas where they missed quality standards, and keep them motivated to continually grow. These measures ensure that conversational quality remains as important to tele-recruiters as it is to you.

Here at Incept, our management team strives to live by the values of the company. It is also very important to instill these same values into the Conversational Marketing Experts (CMEs) on the floor. The best way to ensure that our CMEs live the Incept Values at work is leading by example.

The biggest benefit that a blood center stands to gain from strong loyalty programs is a more engaged and aware donor who is more involved and, most likely, gives more often than a donor who is not enrolled in a loyalty program.

 often hear donors say, “Last time I donated blood, I felt out of it for the rest of the day and very sleepy. It wasn’t a pleasant time for me.” Usually, I’ll follow up their statement by asking them if they ate a good meal and stayed hydrated before coming in. You’d be surprised how many people try to donate blood or think they can donate blood without much physical preparation!