Callcenter Data Automation

A fundraising call center is a good partner to improve quality and do welcome calls for new donors. 

The faster the call center can get the donor's details, the sooner they can start making calls. 

What options are available for callcenter automation? 

1. Ways to get the donation from Formunauts system to the callcenter system: 

• Webhooks: We can post the information of donations to the endpoint of a call center directly after upload. 
  
  
• Automated exports: We can upload an automated file to the SFTP server of a call center. 
  
  
• Callcenter API: Call centers can use our call center API: https://support.formunauts.com/hc/en-us/articles/12397284311324-Callcenter-API-Documentation
  
  

2. Ways to get the call center outcome back into Formunauts system: 

• Automated imports: The call center delivers us the file to an agreed server and we can automatically import the outcome into our system. 
  
  
• Callcenter API: Call center uses a PATCH or PUT method to update the donation data with the call outcome. 
  
  

Where is the information in our system? 

The information collected by the callcenter is displayed in the "Call Section" which can be found in the detailed view of a donation.

These textfields can also be amended and filled manually by calling agents.

Our call outcome codes and reasons are:

Misc

• FCO-0-000, - 
• FCO-99-000, Multiple Status Reasons

Approved

• FCO-1-001, Long term confirmed 
• FCO-1-002, Converted One-off 
• FCO-1-003, Form sent 
• FCO-2-001, No time for call attempt 
• FCO-2-002, Wrong number 
• FCO-2-003, Not responded 
• FCO-2-004, Temporarily unavailable under this number 
• FCO-2-005, Donor voice mail requesting no call 
• FCO-2-006, Voice mail left by agent 
• FCO-2-007, Language problem 
• FCO-2-008, Refused 
• FCO-2-009, Unwell 
• FCO-2-010, Deaf 

Held

• FCO-2-011, Number of different person 
• FCO-3-001, Data change - lower donation amount 
• FCO-3-002, Data change - interval 
• FCO-3-999, Data change - other 

Cancelled or Failed

• FVO-1-001, Felt pressured 
• FVO-1-002, Cant Afford 
• FVO-1-003, Spouse Objected 
• FVO-1-004, Changed Mind 
• FVO-1-005, Doesn't remember signing up 
• FVO-1-006, Told one-off 
• FVO-1-007, Not longterm 
• FVO-1-008, Cancel without reason 
• FVO-1-009, Told just petition (leads) 
• FVO-1-010, Gone Away 
• FVO-1-011, Considered Vulnerable 
• FVO-1-012, Downgrade under minimum 
• FVO-1-013, Deceased 
• FVO-1-014, Mystery shopper 
• FVO-1-015, Test Donation 
• FVO-1-016, Made redundant 
• FVO-1-017, Unemployed 
• FVO-1-018, Start date outside range