Objective:
The Senior Telecalling Officer will drive donor retention and donor acquisition through structured, high-quality outbound and inbound calling, with a primary focus (60%) on retaining, upgrading, and cross-selling to CBM India Trust's existing donor base, and a secondary focus (40%) on acquisition through internally and externally generated leads. The role combines strong calling skills — upselling, cross-selling, donor retention, and donor handling — with hands-on support to the Donor Retention Officer on backend tasks such as data entry and sorting of donation forms and donor data, ensuring accuracy and continuity across the donor lifecycle.
Responsibilities:
Donor Retention (60%)
- Make outbound retention calls to existing donors from CBM India Trust's donor base to renew, upgrade, or reactivate their giving.
- Cross-sell and upsell relevant giving options (higher-value gifts, monthly/recurring giving, additional programs) to existing donors based on their profile and interest.
- Handle donor queries, objections, and concerns professionally, ensuring a positive and respectful donor experience on every call.
- Support the Donor Retention Officer with backend work, including data entry and sorting of donation forms and donor records to keep the database accurate and up to date.
- Maintain organized call logs and donor notes to enable consistent follow-up and personalized engagement.
Donor Acquisition (40%)
- Call prospective donors from leads generated internally (referrals, events, campaigns) and externally (purchased/partner lead lists) to convert them into active supporters.
- Clearly communicate CBM India Trust's mission and giving options to prospective donors during acquisition calls.
- Accurately capture new donor information and hand it off for enrolment and income processing.
- Track and report acquisition call outcomes and conversion rates.
Calling & Data Discipline
- Follow calling scripts and adapt them appropriately for retention, cross-sell/upsell, and acquisition conversations.
- Record detailed call notes in the CRM/database after every call to support accurate tracking and follow-up.
- Tag and segment donors appropriately based on conversation insights (e.g. upgrade potential, lapsed, special interest).
- Ensure donation forms and donor data are correctly sorted, verified, and entered in a timely manner to support smooth processing.
Environmental Demands
- Handle high call volumes and occasional difficult or irate donor conversations with calm and professionalism.
- Work under pressure to meet monthly retention and acquisition targets.
- Balance calling responsibilities with backend data entry and form-sorting support, adapting priorities as needed.
Decision-Making Responsibilities
- Prioritize daily calling activity across retention and acquisition to meet assigned targets (60:40 split).
- Decide when a donor query or complaint needs to be escalated to the Donor Retention Officer or Manager.
- Exercise judgment in selecting the right retention offer (upgrade, cross-sell, reactivation) for a given donor.
- Ensure accuracy of data entered during backend support work, recognizing its downstream impact on reporting and donor communication.
Qualifications and Experience:
- 4–6 years of experience in tele-calling, donor relations, customer engagement, or fundraising, with a proven ability to handle both retention and acquisition calling.
- Demonstrated skills in upselling, cross-selling, donor retention, and donor handling.
- Comfortable with data entry and basic database/CRM tools; attention to detail when sorting and processing donation forms.
- Good communication skills with a donor-centric, patient approach to calling.
- Ability to manage a mixed workload of calling and backend administrative support.
Pay: ₹420,000.00 - ₹450,000.00 per year
Work Location: Hybrid remote in Chamrajpet, Bengaluru, Karnataka
