Welcome to the UCSD Telephone Outreach Program (TOP)

Welcome to the UCSD Telephone
Outreach Program (TOP)

Who Do You Need
to Know at T.O.P.

Dawn Bruckel
Asst. Director,
UCSD Fund
Amy Harbridge
Student Supervisor
Andrea Buteau
Student Supervisor
Emily Wurgler
Senior Caller Trainer
Edward Lynn
Senior Caller
Trainer

WHAT’S S IN IT FOR YOU
• Gain communication,
negotiation, and listening
skills
• The money raised will
improve your UCSD
experience – inside and
outside of the classroom
• A great job for your
resume
• This job will open doors
for you to various
professions
• Earn some bling-bling
(cash) while helping
UCSD

Where Do You
Belong

EXTERNAL RELATIONS
Alumni
Relations
Office of
Development
Information
& Financial
Services
UCSD
Foundation
Special
Events
& Protocol
Government
& Community
Relations
Science,
Tech, Policy
& Projects
University
Communications
Development
Research
Annual Giving Stewardship Planned Giving Major Gifts
Corporations &
Foundations
Chancellor’s
Associates
TELEPHONE
OUTREACH
PROGRAM
Direct Mail

MAJOR GIFTS
• Schools & Divisions have Development Officers who
are responsible for soliciting major gifts of $100,000
•Development officers and T.O.P. work hand-in-hand to
provide the most updated information regarding their
respective schools, so we can share that information
with our alumni and parents when we call
•T.O.P. identifies potential major donors and help
gradually turn our alumni and parents into high level
major gift donors

PLANNED GIVING
• There are personal, emotional, and spiritual
rewards to helping others
• Planned Giving allows donors to give to UCSD
in their Wills and Bequests, Gift Annuities,
Charitable Remainder Trusts, Appreciated
Assets etc.
• T.O.P. often receives requests from donors
who wish to give through stocks and TOP
pledge cards provide donors with this option

What is the T.O.P.
Mission
• To raise unrestricted annual funds towards
the UCSD Fund through both the Annual
Fund Campaign and Parents Fund Campaign
• To establish and maintain positive
relationships with alumni, parents and
friends

The UCSD
Fund
What is it

The UCSD Fund
• The UCSD Fund is an “umbrella” fund that is
comprised of many established funds at the
university
• T.O.P.’s primary mission is to raise annual
unrestricted funds for the Chancellor’s Fund for
Excellence and the Parents Fund
• T.O.P. also raises restricted funds for individual
schools and divisions

Common funds T.O.P. fundraises for:
The UCSD
Unrestricted
Funds
Fund
Restricted
Funds
Library Discretionary Fund
Chancellor’s s Fund for Excellence
Parents Fund
Dollars for Scholars (scholarships)
Triton Athletic Fund
Division of Physical Sciences Annual Fund
Division of Biology Annual Fund
Division of Arts & Humanities Annual Fund
Friends of the Social Sciences
Jacobs School of Engineering Dean’s Fund for Excellence
School of Medicine Alumni Annual Fund

Where does the
money go

Unrestricted
Funds
• Financial aid &
scholarships
• Library
acquisitions
• Computer/lab
upgrades
• Structural
improvement
• Faculty
acquisitions
Annual unrestricted funds allow
the Chancellor and campus
leaders to use it for the general
campus’ areas of greatest needs.
Some examples from past
allocations are:
Parents Fund allocations:
• College student
activities
• Tutorial services
• Student publications
• Honor banquets
• Graduation
programs

Restricted Funds
Restricted Funds give the Deans flexibility to use it towards
the school or division’s s areas of greatest needs. Some
examples of past allocations are:
• Undergraduate
scholarships &
graduate fellowships
• Technology for
classrooms and labs
• Research initiatives
• Outreach events
• Library Acquisitions
• Guest Speakers
• Faculty Recruitment

What’s in it for UCSD
• TOP raises $600k to $850k
for the operating budget
• These funds help enhance
the overall academic and
social experience of UCSD
Students
• TOP can build important
relationships with
thousands of Alumni &
Parents
• Calling continues to build
UCSD pride and increase
the participation rate
• As participation increases,
the value of a UCSD degree
increases as well
• We help to identify
potential major donors

Who is the Chancellor
•Mary Anne Fox: UCSD’s Chancellor starting 2004
•She is in charge of directing and overseeing where funds are
distributed to.
•Why is she so cool She is a world renowned chemist who
advocates undergraduate student life and quality research.

What is Chancellor’s
Associates
Maybe this cute picture will get your
ATTENTION!!!

• Individuals must contribute an annual
unrestricted gift of $1500 or more to
become Chancellor’s s Associates.
Chancellor’s s Associates are UCSD’s
leadership supporters.
• or make a lifetime membership
contribution of $30,000
• This is the only level of giving in
which the donors receive benefits

Benefits of the Chancellor’s
Associates level of giving
• Invitation to quarterly
Associates meetings
• Invitation to an Annual
Donor Recognition
Events
• The “Chancellor’s
Report” and other
campus publications
• Listing of current
members in annual
membership roster
• V.I.P. campus
privileges* such as
parking, use of faculty
club, library, and
RIMAC facilities
*V.I.P. privileges are strictly for
donor’s s benefit and are not
transferable!

Who is our
audience

There are over 100,000
alumni
and 20,000
parents
•Of those alumni & parents,
we call approximately 50,000 per year.

We call from coast
to coast…
&
Including…
Alaska
Hawaii

We do NOT call outside of the country
• We divide up our
Alumni prospects by
schools and divisions
• We divide up our
Parent prospects by
college
• We further divide up all
prospects by the donor
categories . . . . . . .

What are the
donor
categories
Interesting picture: Is it not

There Are:
• LYBUNT: Last Year But Unfortunately Not This
(Commonly known as a donor)
• SYBUNT: Some Years But Unfortunately Not This
(gave a gift 2-5 years before last)
• FYBUNT:Future Years But Unfortunately Not This
(never given or more than 5 years ago)

Why do people give
anyway

For many reasons,
including...
10. Faith
9. Loyalty
8. Pride
7. Affiliation
6. Commitment
5. Connection
4. Belief

#3
Personal Benefits
To experience any benefits associated with
their gifts
e.g. Chancellor’s s Associates, tax
deduction, etc.

What are tax
deductions
Tax deductions allow a person who gives to
the UCSD fund to take the amount of money
they donated off of their taxable income

Participation
#2
• To help increase UCSD’s s participation rate
• Proving UCSD to be a sound and stable
investment.
• This can result in substantial contributions from
large corporations and foundations
• This also increases UCSD’s s rankings in U.S.
News and World Report.

Because
YOU
Ask them to.
#1

How will I
know how
I’m m doing

Call Evaluation & Feedback Form
UCSD Fund Call Evaluation & Alumni Feedback
Thank you for your gift to the UCSD Fund! Please take a moment to evaluate the call you received and respond to a few general questions regarding your
relationship with the campus. Your feedback will help enhance our ongoing outreach efforts. Thank you again for supporting UCSD!
Sincerely,
Nick Babbitz
Program Manager, UCSD Fund
Rate the telephone call you received: (1 = improvement needed, 5 = excellent)
1. The overall quality of the call you received 1 2 3 4 5
2. The student caller’s articulation and phone presentation 1 2 3 4 5
3. The student caller’s knowledge of UCSD and the UCSD Fund 1 2 3 4 5
Please provide your feedback:
1. I began my studies at UCSD as a: □ freshman □ continuing student □ transfer student □ graduate student
2. Which program, department or activity do you most affiliate with when you think of UCSD today
□ College □ Department □ Alumni Association □ Faculty Member
□ Campus Employment □ Sports Team/Organization _______________ □ Other _____________________________
3. Which factor(s) motivates you to support UCSD (Please select multiple as desired)
□ UCSD loyalty & pride □ desire to support higher education□ interest in specific department or research initiative
□ tax benefits □ belief in “giving back” □ other _____________________________________
We welcome your comments/suggestions:
_________________________________________________________________________________________________
_____________________________________________________________________________________________________________
________________________
Please return this form with your gift. Thank you for your participation!

Caller Statistics
• # Attempts = 40-50 prospects per hour; 120-150/shift
• # Decisions = # Pledges + # Refusals + # Considerings
• Total $ = Total $ Raised to Date
• Pledge% = # of Pledges
# of Decisions +30% is ideal
• Average$ = Total $
# of Pledges

The How of
Calling at T.O.P.
• Introduction
•Rapport
• First Ask
• Second Ask - Negotiate
• Upgrade Ask/Last Ask
•Closing
• Survival Tips

The How of Calling at TOP:
INTRODUCTION
• Identify yourself and UCSD immediately.
• Always ask if it’s a good time for the prospect.
• Update address and ask for email.
• Sound confident and enthusiastic to create a
positive first impression!

The How of Calling at TOP:
RAPPORT
• This isn’t t just chit-chat!
chat!
• This is when you build up trust from prospect.
• No one will give if they don’t t trust you.
• Engage the prospect by bringing his memories back
on campus; talk about his first job; last time he was
on campus…

The How of Calling at TOP:
FIRST ASK
• Believe in what you’re doing and it’ll show.
• You need to sound confident and know what you’re
talking about.
• Build a solid, convincing case as to why the fund
needs their help by giving facts.
• Present the Ask Amount by using an open probe.
Never use a closed probe!

The How of Calling At TOP
SECOND ASK - NEGOTIATE
• Get on the same level with the prospect by
reaffirming and acknowledging the prospect’s
reasons to negate your 1 st Ask.
•Again, presentthe Ask Amount by using an
open probe. Never use a closed probe!
•Rebuild the trust by giving another case for
giving.

The How of Calling at TOP
UPGRADE ASK/LAST ASK
• Don’t sound desperate or apologize for calling
We are giving them an opportunity to
philanthropically support a great university.
• Offer installments & defer payment option.
• Stress the participation ask argument.
• Again, present the Ask Amount by using an open
probe. Never use a closed probe!

The How of Calling at TOP:
CLOSING
• Keep positive regardless of the outcome of the call.
Thank prospects for their time.
• Ask for credit card by stressing why it’s our
preferred method of payment.
• Repeat the pledge amount several times in your
thank you so it register in their minds.
• Ask if the prospect has further questions.

The How of Calling at TOP:
SURVIVAL TIPS
• Do not use negative words, such as ‘small amount’, ‘money’,
‘little bit’.
• No gift is ever too small size matters but NOT here
• Each objection is a unique opportunity for you to establish
rapport and tailor your next ask.
• You need to make the donor feel convinced and good about
the donation when he hangs up the phone.

Smile as You Dial!!
She is kind of scary looking, huh

What if the prospect can’t
make up his/her mind
• A prospect who cannot commit to a pledge amount
will be sent a Considering packet.
• A Considering packet allows the prospect to send in
how ever much they wish, whenever they wish.
• You should NOT suggest sending a Considering
package until you have tried offering installment
plans and deferred payment method.

Sample Considering Note
01/01/2002
Mr. Smith
It was nice speaking with you this evening about the UCSD Fund. As I mentioned,
your gift will help enhance the overall academic programs at UCSD. Your support can help
provide upgraded computer equipment; purchase library books; help fund scholarships and
fellowships etc. Included is some information about the fund. Thank you for your interest
and we hope to hear from you soon!
Jane Doe

Matching Gift Form

Personnel Policy
•Training
• Calling Shifts
• Schedules and Attendance
• Shift Change Forms
• Conduct Rules

Training
• Full hire is dependent upon successful completion of
training.
• Full effort is expected during and after training and
can be expected from supervisors as well.
• There is a 30 day probationary period after
completion of training.
• Please do not hesitate to approach supervisors with
concerns, as supervisors will be there for support and
coaching as well.

Calling Shifts are:
Mon - Thurs : 5:30 - 9:00 PM
Friday: 5:30- 8:30 PM
Sunday: 1 - 12:00 - 3:30 PM
2 -4:30-8:00 PM
• 3 shift minimum per week
• 1 Shift must be either on a Friday or a Sunday

Schedules & Attendance
• Pay is deducted in 15 minute increments when
callers are late
• Callers must notify management 1/2 hour prior to
the start of the shift if they will be late
• Schedules are arranged by the staff at the beginning
of the quarter
• Replacements must be found if a caller can not work
a shift and a “shift change form” must be
completed

Shift Change Form
• Is used when a caller must switch or give away a shift
• Can be filled out by the caller taking or giving away the
shift
Shift Change Form
____________________ will be working for ____________________
on ________________________
Date
*Once caller A agrees to take a shift for Caller B, and a shift change
form has been given to management, it is Caller A’s responsibility to
commit to the shift. If Caller A is not able to commit to the shift,
he/she must find a replacement

Some Rules About Conduct
• Cell phones & pagers are prohibited -
Turn cell phones OFF before shift
• Callers are to continue calling until told
to log off by a supervisor
• Personal phone calls are prohibited
• All callers are expected to treat
prospects responsibly, respectfully, and
professionally

Conduct Continued…
• Callers who fail to come to a shift and do not call or
have a cover will be considered for termination ( Job
Abandonment)
• Drugs and alcoholic consumption before or during a
shift will result in immediate dismissal
• Verbal/ Written Warnings for behavioral problems
may be given by supervisors if problem persists after
fair warning has been given informally
• Falsification of any information will result in
immediate dismissal.

Welcome to T.O.P. and…
HAVE FUN!!!
THE END