WHEN PEOPLE NEED TO TALK
OPERATING ARCHIVE · 2013–2026
A 20-minute conversation with no sale can be the right call
ContactCentre.ie callers may spend twenty minutes listening to somebody's story even when they know no fundraising result will follow.
Sometimes a person needs somebody to talk to. If that takes twenty minutes and produces no sale, our best callers still give them the time.
The story matters more than the next line
Our agents go off script when it matters. If somebody wants to explain their experience of the charity, the illness, the loss or the reason the cause matters to them, the agent listens.
No result is expected
This is not a longer route to pressure. The agent may already know that no donation will be made. They continue because the person is not a number and because ending the call abruptly would be the wrong thing to do.
Judgement belongs with the caller
A manager cannot write a rule for every human moment. The required information remains required, but complete control of the fundraising conversation belongs with the experienced agent.