Member retention by RCGP has always been high at around 95%. Membership renewal is on 31st March annually, with payment due on 1st April. Members retain full benefits for six months, until 30th September after which membership and benefits lapse.
The main initial challenge for the RCGP membership team was not having sufficient in-house resources to make personal contact by phone with all members, due to the sharp peaks in renewal activity and finite staff levels.
RCGP therefore considered outsourcing high quality renewal calls to members from August and throughout September, so that the membership team could focus on dealing with enquiries and welcome calls to new and renewing members.