Equipment: During a typical shift for Madison Connection caller, there is a lot of room for error in terms of equipment malfunction. For example, the wifi could stop working or the credit card system could shut down. If the wifi stops working, this affects the Campus Call system, which the employees use throughout the duration of their shift. Although the equipment can sometimes be problematic, this is not an area we can change and/or improve through this project.

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Process: The process is what our group really wants to focus on. The current call structure is not very efficient, meaning that the percentages of calls that actually get answered is fairly low, and the number of those calls that end in a donation is even lower. We also feel that the training process needs to be reconfigured, with more emphasis being placed on information and practice.

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People: Going along with the process, we feel that focusing on the people is equally as important. Through our data, we noticed employees have staggeringly low motivation, which we want to focus on in our new and improved training program. Going back to efficiency under the process, we want to make the training shorter but more effective, which will hopefully increase motivation.

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Materials: Since most of this job is about building rapport and engaging in meaningful conversations with alumni and parents, there are not many materials associated with being a caller except for information about the top funds.

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Environment: The environment in the center should be a comfortable, low pressure environment. Because of the size of the room, there isn't much we can do about fixing the environment. The size of the room can sometimes cause loud noise and high pressure being in a small enclosed area.

 

Management: Focusing on the management aspect of Madison Connection is another thing that our group feels is important. The retention rate at Madcon is very poor and the turnover rate is very quick and abrupt. It is typically due to callers being stressed about their school life or not feeling like they are a part of something at Madison Connection. They also have a problem with callers meeting the benchmarks which are 35% for pledge rate, 34% for upgrade rate, 33% for credit card rate and 5 matching gifts. If the callers do not meet these benchmarks Madison Connection has the right to terminate the employee.