Your Volunteer Call Center 3of3





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Uploaded on Sep 27, 2011

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- Ron

Ron Turner managed call centers in Argentina and Brazil before focusing his attention on the American political scene in 2004. At People Calling People, he has developed a comprehensive process to recruit, train, schedule, and manage volunteers to call on behalf of political candidates. He revealed this process to a live audience on August 26, 2011. This presentation was broadcast in real time on Ustream. [Archive: http://www.ustream.tv/channel/frontru....]

Learn how to forecast the number of people and hours needed to get the job done. Discover free online tools that efficiently schedule your volunteers. Train and manage volunteers so they'll be efficient and have a good time, too. Hear the most effective script framework and language, based on the latest scientific research. Understand the complete data loop throughout a campaign.

Q: Texas of course has lots and lots of small towns. We have a total population of 28,000. About 8,000 or so of those vote, and two-thirds to three-fourths of those vote Republican at this point. So we have a fairly small targeted group that we're going after. Gilberto was talking earlier about grouping counties together. Do you have experience about setting up good phone banks between multiple counties or for a Congressional District? Instead of going county by county, how do I address all the counties in a Congressional District?

R: Two different ways occur to me. First, go with the way you presented the question. Given the geography as you define the problem, this requires an online plan where people could log on from remote places to make calls. Multiple counties aren't going to say "Everybody come to this one place." So you put your budget into a certain category if you want to do it that way. By the way, everything I said here about management you can do remotely. If they can have call centers in India, we can certainly have people in five different Texas counties making calls from home.

In fact, in one of my call center magazines I read recently that there's a backlash to outsourcing. Some companies are moving customer service back to the U.S. and they're achieved savings to compare with why they moved to India by having people work at home. They're saving on the cost of the facilities.

So, one way for you to go is to get all these counties together. You can do all the training on a webinar. Teach the script and they can do it from home on their computers.

However, I would challenge the premise of the question. Why not do small grassroots call centers? Bring all the people together, even if it is a small amount of calls to be made. Low tech. old school. Bring them into some lawyer that will let you use their office at night and do those phone calls. Bring the social part into it, too.

The other part I didn't say yet is that there are side benefits to this. You're getting the volunteers engaged. Just like earlier today we said to get somebody to donate $5 so they'll be involved and motivated. People making the phone calls are buying in. There is energy that radiates out of that to other people.


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