Donor Dialogue Newsletter

In this Issue - February 2009	Featured Product
Featured Story- Donor Dialogue Team Increases Blood Donor Show Rates DRM Finalist in Computer Excellence Awards Call Center & DRM Updates Common Outsourcing Myths	Donor Dialogue now offers prepaid debit cards for your donors! These debit cards can be custom designed for your blood center and personalized for any individual, offering a powerful branding opportunity that has not previously been available to blood centers. No minimum purchase required Available for a nominal fee per card Non-transferable and non-redeemable for cash
Where We're Exhibiting
Tradewinds Beach Resort 2009 ADRP Tradeshow May 13-16th St. Petes Beach, Florida Donor Dialogue will be exhibiting at the 2009 ADRP Tradeshow in St. Pete Beach, Florida! To learn more or to register click here
Donor Dialogue Team Increases Blood Donor Show Rates
Kansas Community Blood Center has recently announced a significant increase in their blood donor show rates while using Donor Dialogue's telerecruitment services. "We have been using Donor Dialogue's telerecruitment services for six years now," stated David Graham, Director of Donor Services at Community Blood Center (Kansas), "and have shown significant results in increased appointments and show rates at our fixed locations since outsourcing our call center." Outsourcing telerecruitment efforts enables your blood center to increase its pledge efforts, call efficiency, and overall donor recruitment while lowering costs. This allows your staff to spend more of there valuable time on the critical and fundamental aspects of running a blood center. "We decided to outsource our telerecruitment to Donor Dialogue six years ago because our in-house call center was not showing results. Appointments and collections were down and we knew we needed our recruitment efforts handled by an industry telerecruitment expert. We heard Donor Dialogue was the best in delivering results so we gave them a try and couldn't be more pleased with the results." David continues, "We were also able to take advantage of other services that we could not handle in-house by outsourcing to Donor Dialogue. We like how easy it is to run reports, analyze the results of our recruitment campaigns and get real-time appointment data." Donor Dialogue has assisted Kansas Community Blood Center in their telerecruitment of active, lapsed and first time donors. In a one year time span the cold calling efforts of Donor Dialogue has averaged a retention rate of 36.26% in first-time donors while maintaining a 16% increase in show rates for active donors and a 4% increase in show rates for lapsed donors between 2007 and 2008. Click Here to Meet our Team!
DRM Finalist in Computer Excellence Awards
The Computer World Excellence Awards have announced the finalists for their 2008 "Excellence in the Use of ICT for Customer Service" awards. One of Donor Dialogue's largest clients, New Zealand Blood Services, has made the list becoming one of the top three finalists for their Donor Relationship Management Project. The Donor Relationship Management Project is a combined effort between Donor Dialogue and the New Zealand Blood Center to provide simple technologies and systems that can work customer service wonders for the blood industry. This specialized CRM system has allowed the New Zealand Blood Center to provide new recruiting channels such as text and email alerts and also allows donors to schedule their appointments online. "New Zealand Blood Center is honored to be a finalist for this award to showcase our evolution in the blood service industry", noted Tony Carpinter, National IS Manager of New Zealand Blood Center. "Donor Dialogue's DRM system has helped our blood center perform better management reporting so we can cope with extra and urgent demands. It has enhanced our donor alerts making more blood and the right kind of blood available to hospitals." The objective of the Computer World Excellence Awards is to showcase examples of first class Information Communication Technology applications to a wide business audience. These awards boost competitiveness of New Zealand's businesses by promoting "role models" of excellence. "One- to- one relationships with your donors is now easy and personal with the Donor Dialogue's DRM system," stated Patricia Bezjak, President of Donor Dialogue. "We are thrilled to be a part in this honorary award and thank the New Zealand blood center for allowing our DRM system to assist them in their recruitment efforts."
Call Center & DRM Updates
DRM Updates The new DRM Touch system is under final review and quality testing as we speak with delivery to the Beta site. The entire development team is working hard to finish up the last minute details on the extensive user documentation and guide books that will be included with this release as well as an integrated help system. In the new version users will be pleased to see a fabulously redesigned user interface that is extremely intuitive and easy to use, with many additional functionalities available to them from within each module. First reviewers of the system and members of the user group should be congratulated on contributing to this fantastic leap forward in our full scale Donor Relationship Management System. Stay tuned for updates as we roll this solution out to several new clients over the upcoming months, including several or our BBCS integrated partners! Call Center Updates The newly formatted team structure and dedicated resources are paying high dividends in productivity! As we worked our way through the 4th quarter we restructured our strategy around client support to include a much more team oriented atmosphere. This team structure is really paying off for Donor Dialogue, our clients and our agents! By dedicating resources to each individual client we have built a greater sense of loyalty to the individual blood center and a greater familiarity with the day to day operation of the blood center. This allows our agents to be even more of an integral part of the overall donor experience, improving their ability to create new appointments and build rapport with the blood centers donor population. A wonderful side effect has been the great team camaraderie that has developed!
Common Outsourcing Myths
MYTH: Our center will lose power and control if we outsource our telerecruitment. FACT: Your center will have even more control because we record every call made to each of your donors. Your center can listen to any call it wishes to ensure that your quality standards are being met on a daily basis. In addition, you will have the ability to log into our system, any time of the day, to view reports of all of our phone call stats. Your account will be assigned an Account Manager who will send you weekly and monthly reports and will schedule monthly conference calls to review results and discuss recruitment strategies and changes that may need to be made to improve performance. Your center is also encouraged to perform yearly quality audits or visits to our call center. MYTH: If I outsource, then I have to eliminate jobs and layoff some or even all of my staff. FACT: If you outsource, your center can then utilize the talents of those experienced employees in other areas of the company that will help drive even further revenue or improve service quality to customers. You may even be able to consider a new business venture that your center has yet to embark on because of limited resources. Improved operational efficiency sometimes requires shifting staff and reallocating resources.
Quick Links
www.DonorDialogue.com
About Donor Dialogue Donor Dialogue does more than just help recruit blood donors - it helps Recruit Donors for Life. The company's industry-leading suite of products and services make blood centers more efficient, productive, and profitable. The company also delivers innovative, cutting edge Customer Relationship Management software (DRMTouch), targeted marketing tools, and data analysis services that revolutionize blood center operations. Donor Dialogue has been a leader in the blood industry for over 10 years, and its parent company, Dialogue Marketing, has delivered unparalleled marketing solutions for over 30 years. With a large team of available donor recruitment professionals, Donor Dialogue has helped generate more than 3.5 million blood donations. The company also is actively involved in national organizations supporting the blood collection industry including AABB, ADRP, ABC, and BCA. To learn more about Donor Dialogue please visit www.DonorDialogue.com or call us at 1-800-516-1804 ext 7360.