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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”.

  • Durable: Written records from Formal Coaching should be easy to understand—not just at the moment but also in the future. Supervisors should spell out details and avoid abbreviations. A written record is durable if a tele-recruiter can understand it 5 days after the session just as easily as during the session.
  • Actionable: The tele-recruiter must have a crystal clear understanding of how to act upon the advice received and the benefits of doing so.
  • Straightforward: The tele-recruiter should understand each word, line, instruction, and piece of advice that is offered. The supervisor must be adept at recognizing confusion and at clarifying when needed.
  • Helpful: This is not just a “feel good” meeting. The content of the discussion must be honest and useful so that the tele-recruiter can use it to score more wins.

What kinds of tools do you use in your Formal Coaching Sessions?


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Great workplaces are built through day-to-day relationships that employees experience. To make Incept a great workplace, we follow 6 important values:

  1. Integrity – Integrity involves moral judgment, character, honesty, and leadership values. Individuals who show integrity in a workplace not only understand right from wrong, but they practice it in everything they do. This is beneficial in a business environment where trustworthy actions set the foundation for successful business relationships.
  2. Never satisfied – This means that we can always make improvements. We proactively identify new areas where improvements can be made regardless of current performance, which sets a great attitude! This also helps employees learn something new each day.
  3. Compassion – Compassion is having a positive impact on others. We want to view all of our actions through the eyes of others first. We also encourage and reward our employees for volunteering their time to help others. Compassion helps strengthen the relationship with clients, as well as teammates, which in return helps us to create better results as a company.
  4. Everyone’s a customer – This means creating a “wow” experience for our teammates and all of our clients. We ask customers what is required to make them our advocates, listen to their answers, and then deliver. At Incept, we anticipate customer needs and provide suggested improvements to address them. We make sure to work as a team to define success and achieve it.
  5. Present This means balancing work and home life and being present in both. Being present is having understanding and encouraging the fact that a strong personal life is the key to achieving a strong professional work life. We like to encourage the discussion of, and assist each other in achieving, our life goals. When working, it is important to avoid distractions (such as personal issues), and when home, it’s crucial to avoid stresses that come with your job.
  6. Tenacious – Last but not least, being tenacious is all about being passionate and determined. Showing enthusiasm helps accomplish any goal. As a team, we persist until we make improvements in efforts to be successful achieving every goal we set.

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!

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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.

Segmenting By Phone Type

Segmenting your database by whether the phone number on record is a day, evening, or cell number allows your tele-recruiters or predictive dialer to choose the best time of day to place the call.

The past 30 years have seen the rise of the mobile phone and decline of the landline. This ongoing shift has significantly impacted people’s behavior. It has changed the way we carry out nearly every aspect of daily life.

The increase of mobile phone usage has also significantly changed communication with donors.

Segmenting By Donation Type

Segmenting your database by the type of donation each donor should give allows your telerecruiters to only call donors who are appropriate to your current campaign. It also allows your script to match a donor’s attributes and the donor center’s need with the proper conversation.

The script should consider a donor’s gender (for platelet donations), blood type, and last three donation types.

Additionally, when calling donors for double red cell or platelet donations, a flag should be added to the donor’s profile if he or she doesn’t meet the requirements to give an automated donation. Donors with this flag on their records will then be recruited for whole blood only.

Segmenting Donors By Prime Contact Time

Calling donors at the prime time is critical. Calling when they are sleeping, making dinner, or working will frustrate them as well as your tele-recruiters. It will also lower productivity rates and waste precious resources.

Your database needs to record the times when prior conversations with donors have taken place. This allows your dialer to call donors only at appropriate times. It also allows you to determine your area’s “prime time” for staffing purposes.

How do you segment your donors?

Photo Credit: http://stodzyinternetmarketing.com/13-reasons-why-you-should-use-email-marketing/

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This blog post comes to us from Incept’s Erica Heath.

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.

A good team should run like a well-oiled machine—the members should take accountability for their actions and the actions of one another, as well as build each other up in times of need. Having a strong team can decrease company turnover while also increasing the quality of production. In order to build strong teams it may be necessary to do team-building exercises.

3 Great Team-Building Exercises

The following are some exercises that can be used to create better rapport among your team members:

  • Two Truths and a Lie – Go around the room and have each CME state two things that are true about themselves and one thing that is a lie. Then have the team members guess which one of the items isn’t true. This game helps everyone get to know each other better.
  • Common/Uncommon Interests – Break the CMEs into pairs by having them count off in numbers. Tell the CMEs that (with their partners) they should come up with a list of three things they both have in common and two things that they do not have in common. The answers should exclude work, body parts, clothing, and the like, to encourage learning more in-depth things about each other. Tell the CMEs that one person should take notes, and the other person should be prepared to present the items to the group. This helps the CMEs make connections with people they wouldn’t normally get to talk to.
  • Four Squares - Give each of the CMEs a sheet of paper and have them fold the paper into four squares. Come up with a topic for each square and have them draw pictures that describes themselves for each topic. For example, here are some sample topics: favorite sport, dream job, if you were an animal what would you be, etc. The drawings don’t have to be detailed; they can be as simple as stick figures. Give the CMEs a few minutes to draw their pictures and then have them show their drawings and explain how they pertain to their interests.

These team-building exercises normally work better with CMEs who don’t know each other that well. However, these exercises can also work with a team that needs to reconnect. Remember, there are a lot of team-building exercises that can be used to create a strong team, and strong teams produce better results—meaning more lives saved!

What are you doing to build up your team?

Photo Credit: http://www.mindtools.com/pages/article/newTMM_52.htm

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This blog post comes to us from Incept’s Erica Heath.

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.

Setting Expectations Through Leadership

Leading by example means doing things that you would expect a CME to do without expecting recognition for it. As a manager, every day that you come into work you have employees watching you and looking to you for advice and guidance. It is important to try your best to do what is right, because you are a role model for so many people.

The following items are ways that you can improve on leading by example:

  1. Stick to your commitments. There will be days when you have unexpected things come up that may cause your schedule to fluctuate, and that is understandable. However, showing the CMEs that you always follow through with your commitments helps to build rapport, because they’ll know they can always count on you.
  2. Keep a level head. As humans we are all prone to having tempers and occasionally getting upset, but it is important to remain stable and to keep a calm attitude when things get tough. Try your best to show that CMEs can trust you when the going gets tough. If it helps, try to find a quiet place for a few minutes to take a breather and regain control over your emotions.
  3. Be fair. Make sure you treat everyone as equally as possible, and don’t show favoritism. If one person gets punished for something, make sure that if someone else on your team does the same thing you give them the same consequence. This excludes people who earn their rewards and work hard to get them, because they should be recognized (just like anyone else who accomplishes the same).
  4. Be present. The CMEs need to know that their leader is there for them and part of showing that you are is by staying in the rows and building strong working relationships with your teams.
  5. Follow company rules. Companies put rules in place for a reason. If you expect the CMEs to follow the rules, then you should follow them as well. This means if you expect a CME to wear their lanyard at all times, then you should wear yours at all times. If you expect them to be on time after their breaks, then you should be on time after yours. The list goes on…

These aren’t the only ways that you are able to lead by example, but they are definitely a good place to start. As a growing company, it is important that we lead by example to ensure that we maintain a great work environment and ensure Incept continues to be a safe and fun place for everyone.

How are you leading by example?

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

Timeliness is Crucial

Call donors the day after their donation to thank them for their generosity and reinforce how important their donations are to the community. Use personalized scripting for first-time donors, automated donors, and donors with special blood types and antigens.

Sincerity is Too

It is important that thank-you calls strengthen donor relationships without asking for anything in return. People do not like being called upon only when they are needed to give something. Simple thank-you calls let donors know you care about them. In addition to saying thank you, ensure that the donation experience was a positive one. If you have a donor loyalty program, recap details on how to check status and redeem perks as well.

If you reach a voice mail or answering machine, leave a brief thank-you message and a contact number to call with any follow-up questions or concerns. If there is no answer of any sort, try again the next day. But remember, you want to share your appreciation; you don’t want to become an annoyance with numerous phone calls.

How do  you thank your blood donors?

Photo Credit: http://turningpoint6.org/wp-content/uploads/2014/05/Thank-You.jpg

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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.

Identifying Ideal Staff Levels via Dials Per Hour

How many tele-recruiters to staff is also a relatively straightforward decision. You will need to know your Dials Per Hour. Here is the formula:

Simply multiply your Dials Per Hour times the number of days per week that your contact center operates. Then divide that number by 8 hours, which represents one Full Time Equivalent (FTE). That will tell you the number of tele-recruiters to staff.

If you suspect that your Dials Per Hour is low, look closely at whether your tele-recruiters are spending longer than necessary on phone calls and also how they are using non-productive time.

How are you staffing you blood donor recruitment center?

Photo Credit: http://callcenterinfo.tmcnet.com/analysis/articles/369689-australian-contact-center-applications-market-grow-389-percent.htm

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Why Do You Need Blood Donor Recruitment Scripts?

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. The following are some of its benefits:

  1. Your organization preserves its brand by ensuring control over what is communicated.
  2. Supervisors can evaluate and compare tele-recruiters on a level playing field.
  3. Tele-recruiters provide uniform information to donors.
  4. Tele-recruiters consistently communicate in a professional manner.
  5. Tele-recruiters do not need to anticipate what to say next and can genuinely listen to donors.

How To Design a Blood Donor Recruitment Script

Poorly-designed scripts turn people off. Well-designed scripts engage people in conversation. Effective scripts are brief, conversational, appreciative, motivational, personalized and specific.

  • Keep it brief. People are busy with the rest of their lives when you call. A short script increases the likelihood that donors remain engaged and participate in the conversation.
  • Be conversational rather than formal. Formality makes a script sound forced and unnatural. It creates a barrier between the telerecruiter and donor. A conversational script fosters open communication and encourages questions and discussion.
  • Show appreciation. Giving blood is a very personal act of service. Donors offer part of themselves to save others’ lives. This act of kindness deserves recognition and appreciation. Because donors rarely see the results of their service, they need to hear how much both the patients and the blood center appreciate their time, compassion, and gifts.
  • Discuss loyalty programs and promotions. Reminding donors of special loyalty programs and promotions before asking them to donate can motivate donors who are on the fence.
  • Tailor the script to the donor’s history. Establish your credibility by using donation history to help form the script. For example, remind donors of the type of donations they’ve usually given, the location they usually select, and their blood types. This helps form a personal connection with donors. It lets them know they are not just names—they are generous, necessary, and unique, and the blood center recognizes them as such.
  • Make your request to donate specific. Vague requests are easier to turn down. For example, “Would you be able to come in and donate soon?” only invites a yes-or-no answer and can cut off a conversation prematurely. “Are you more available on weekends or weekdays,” on the other hand, invites further conversation.

How do your scripts compare?

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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.

What gets in the way of providing that desired value can be quite complex – an unhealthy self-image, poor management, a mismatch between the individual’s talents and job requirements, a complicated personal life, and a plethora of other factors.

Connecting this inherent desire to contribute value to an individual’s job performance requires a positive approach to developing employees in such a way that employees take ownership of the process. Giving employees ownership in their own development changes it from something that is “done to” them into something they seek. We call this Positive Coaching.

The Finer Points of Coaching

Consider the role of an athletic coach. In children’s leagues, coaches correct poor habits and teach new skills. Whether the children they coach have natural talent or not becomes clear as those skills are applied to the game. As talented children progress through middle school, high school, and college, coaches spend less and less time teaching new skills and more time refining those skills and providing strategic opportunities for the players to succeed with them.

But even the greatest professional athlete needs a coach. In fact, top professional athletes regularly pay big dollars to surround themselves with the most competent coaches they can find, and they frequently credit those coaches for their celebrity.

Three observations from the above analysis are important when it comes to employees:

  1. Coaching involves teaching, correcting, and strategically channeling skills.
  2. The best performers want to be coached and developed.
  3. Even the very best performers will never outgrow their need to be coached

Are you a positive coach?

Photo Credit: http://spinw.com/2014/04/mental-side-of-coaching/

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Flexibility seems like a simple word, but in the workplace this ability can make all the difference. Being able to work with others and around what they need to do while still doing what you need to do is a good skill to have. Have you ever gone into work expecting to do one thing or call one program but find out you will be doing something else or calling something else that day because of outside circumstances? Of course you have, and of course you do as you are instructed.

The best thing to keep in mind is that what you are doing – be it calling a certain program, on-the-fly coaching, putting together a last-minute training – in the end you are doing what’s best for the company. You are helping make your supervisors your customers by being flexible. Flexibility means being willing to do something different from what is expected, for the good of someone or something else.

In your life, you will find many opportunities where it is best to be flexible. The best way to handle any change is with open arms and eyes. Don’t get upset about something that is thrown your way that will help better you, better someone else, or better the company as a whole. By showing your bosses that you are flexible and willing to do what needs to be done without complaining, your dedication and willingness to help out will be obvious.

Flexibility is not just dropping what you’re doing to do something else; it’s being willing to help out a teammate or employer but doing what they need help with currently. Keep an open mind and remember that when you are asked to do something, it is for a good reason. And whoever is asking this of you needs your full support. Sometimes opportunities will change, so do your best to be open-minded in these situations, and it will take you a long way.

Image Credit: http://pcmreviews.com/

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