I have found working with Chord to be extremely beneficial. We engaged upon a pilot outbound telephone campaign so that we could assess the effectiveness of this approach and get an indication of the receptiveness of our members to be contacted in this new way for the RSB. Chord really took the time to work with us to understand the vagaries of our membership and this is important – as the team don’t use scripts, they are (as hoped!) perceived as part of the wider RSB team, and as the trial was extended into an ongoing initiative, have developed effective relationships with individual members. Crucially, we have also been able to attribute a definite uplift in membership renewals to the work of Chord – and this work has consistently generated a profit: the attributable renewal income has consistently exceeded the additional expenditure of outsourcing this work. It is also noticeable that a significant proportion of renewals are being received earlier.
