PROTECTING GREAT AGENTS
OPERATING ARCHIVE · 2013–2026
Why we run research and fundraising together
Two different kinds of calling let ContactCentre.ie move good agents away from pressure without losing them.
Research and fundraising are different enough to reset a caller, but similar enough that a great agent can move between them.
Great agents can be too hard on themselves
When one campaign becomes too much, confidence can drop. I keep easier work running in both research and fundraising so a proven caller can move before the pressure damages them.
Move the agent, not the blame
The change gives them their mojo back. They continue doing work they know, but the purpose and rhythm are different enough to let confidence return naturally.
That is how experience stays
Fifteen of our best agents have remained for thirteen years. My job is not to discard a master caller when one campaign gets into their head. My job is to give them the work in which they can be brilliant again.
