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Call Handling

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Overflow, day to day supporter services and donation lines are available through our on-site trained call handling team.

Professional call answering services

We offer a bespoke call handling service for our charity clients, whether it be for active fundraising or taking overflow calls during peak periods. We pride ourselves in taking donations and orders over the phone, supporting your supporters by giving them the help and assistance they require.

Our call handlers are trained personally by our charities to ensure we give the best possible service. All calls are recorded for training and monitoring purposes, as we strive to deliver the best experience of donating to your charity at all times.

Our call handling service is especially beneficial for charities who may not have the in-house capacity, staff or volunteers to run an active fundraising call centre, especially at peak periods such as Christmas.

We can work with you to handle your incoming calls to ensure your supporters stay well connected with your charity, at all times.

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professional call answering

How we can help

Our telephone response handling solutions include:

Answering Incoming Calls

Your charity may not have the in-house capacity, staff or volunteers to run an active fundraising call centre, especially at peak periods such as Christmas. Or, if you do run a call line, you might require the option of diverting calls to an outsourced partner. We can support with you to handle your incoming calls via a donation line or supporter services work.

Donation Handling

When an individual decides to donate through the charity’s donation line, trained and friendly staff need to be on hand to support a positive supporter journey. If required, our contact centre staff can also enhance supporter contact through the use of one-off gift conversations to prompt for additional information such as request gift in will information.

Your Ethos

One of our main ethos’ is to ensure we are an extension of your organisation. The training provided to our contact centre staff incorporates the nurture of our client’s brand, ethos and messaging. This supports the extension of our clients outreach with their supporters - further enhancing the supporter experience.

Empathy

The ability to understand and share the feelings of another, one of the most crucial aspects when managing supporter service and donation calls. Through the use of a pre-approved script and FAQ, we are able to work with our clients collaboratively; supporting directing required and specific calls to head office, aware of the charity’s new campaigns, news and initiatives and any social media and marketing activity.

ways we can help

FUNDRAISING COMPLIANCE

At Telebank we are proud to be accredited by the following organisations.

PCI DSS

Validated PCI DSS Level 3 Service Provider.

Lotteries Council

Member of the lotteries council, helping to legislate fundraising activities.

The Gambling Commission

Licensed and regulated in Great Britain by the Gambling Commission under account number 55856. View our license status here.

Information Commissioner's Office

Regulated by the ICO, certification can be viewed here.

Chartered Institute of Fundraising

Member of the Chartered Institute of Fundraising, the professional membership body for UK fundraising. Directory can be viewed here.

Get in touch

Contact us today to start a conversation of how we can assist and support your requirements.

Let's talk

Information pack

We have summarised our wealth of experience into an Information Pack which outlines the services we offer, a summary of Telebank and our work throughout the Third Sector, specialising in personalised response handling services, including but not limited to; banking and thanking, raffle processing & memberships.

Request here

Request our information pack