Why do you use telephone fundraising agencies?
Telephone fundraising gives WaterAid a great opportunity to speak to supporters about the work they are helping achieve, and to see if they are in a position to increase their current gift, or set up a regular donation.
As our work is centred on long term development, we focus on support through ongoing direct debits which allow us to plan our work into the future. Telephone fundraising is a very cost effective method of raising the long term funds on which we depend, enabling us to reach even more people with clean water and safe toilets.
How do you choose telephone fundraising agencies?
Agencies are all carefully chosen based on a number of criteria. We check they meet all fundraising guidelines, look at the security of their systems, and the quality of their calls – we want them to speak to our supporters in the same way as we would directly.
How much do you pay telephone fundraising agencies?
Telephone fundraising is a cost effective method of raising the funds we rely on. Agencies are paid a set amount based on the number of calls made, and fundraisers are not paid on commission. Funds raised this way far exceed the costs involved and are a vital source of long term income.
How do you train fundraisers to make your calls?
All fundraisers are carefully selected by agencies and undergo a thorough training programme before they even pick up a phone. In addition, someone from the WaterAid team will visit each agency to help deliver training and to meet the fundraisers, to ensure they know about our work and the difference our supporters make.
During what times could I be called?
We will never call you before 9am or after 9pm – in line with the Institute of Fundraising’s Code of Fundraising Practice.
Do you record calls?
We record all calls for quality and monitoring purposes, and keep recordings for three months.
How do you check the quality of calls made by agencies?
Both WaterAid and the agencies we work with are continually monitoring the calls being made on our behalf. Calls are checked to ensure that they’re friendly and polite, that supporters aren’t being put under any pressure to donate, and that they meet all compliance requirements.
How do you keep my details safe?
Every agency we work with signs robust agreements to ensure supporters’ details are secure at all times.
Supporters’ details will only be used by the agency for WaterAid campaigns and not shared to be used by any other organisation.
How do I make a complaint or give feedback about my call?
WaterAid really values your feedback, and we’re keen to address any concerns you may have.
If you have received a call from us and the quality didn’t meet your expectations, please tell our Supporter Care team on 0207 793 4594 or firstname.lastname@example.org, remembering to include the telephone number that we’ve tried to contact you on so we can follow up with the agency take the appropriate action.
What commitments does WaterAid make to their supporters?
WaterAid is a member of the Fundraising Standards Board and are committed to the highest standards in fundraising practice. We aim to adhere to their Fundraising Promise and to the Institute of Fundraising's Code of Fundraising.
We also know that we couldn't do the work we do without you, which is why we value your trust so highly. It's also why we have our own Fundraising Promise, which you can see here.