Call Management
How are Winning Connections callers trained?
Winning Connections prepares a brief for each caller. It contains talking points, phonetic pronunciation guides, relevant information on current campaign issues, and a campaign phone number or Web site. Management reviews the document with callers before the calling effort begins.
Additionally, significant training takes place after the calling begins. We constantly monitor callers to ensure that they are properly executing the script. We also monitor the effectiveness of the scripts themselves; normally this is not an issue in ID calling, but occasionally GOTV and persuasion scripts prove to be less effective in the field than on paper.
What is the Winning Connections call center supervisor-to-caller ratio?
On average, the supervisor- to- caller ratio is around 12 to 1.
How does Winning Connections monitor callers?
Winning Connections monitors callers continually, either remotely or sometimes on site. Monitoring is also done by call center quality assurance representatives.
Does Winning Connections allow off-site monitoring of calls by the client?
Yes.
What is the availability of Winning Connections data management staff for emergency assistance?
Our staff is available 24×7 to help make changes or answer questions via cell phone, Blackberry, and remote connection. However, changes to the project scope may take several hours to implement depending on complexity.
Technology and Security
What dialer system do you use?
All of our centers use various predictive dialers (manufacturers are EIS, Noble, and Buffalo, using proprietary hardware/software).
What kind of network does Winning Connections use to store the information from calling programs?
The Winning Connections network has been engineered from the ground-up to accommodate the high-security demands of our clients’ sensitive data. Winning Connections utilizes the latest in network security features, including ICSA-certified stateful packet filtering firewalls for enterprise-class protection, real-time virus protection and streaming backup systems to ensure the highest level of data security and availability.
What are Winning Connections backup and security procedures?
Winning Connections’ power and backup systems are designed to allow for seamless recovery. Power systems are designed to run uninterrupted even in the event of a total power outage. All servers and network hardware are powered with conditioned UPS (Uninterruptible Power Supply) that runs if utility power fails. Data integrity and availability are essential components of the network. Real-time systems constantly back up Winning Connections data to a secure, off-site facility. Data snapshots are also created to allow for point-in-time recovery.
What about security features for protecting the data?
Only Winning Connections information technology managers have access to the data, which is coded.
How are the external points of access to the Winning Connections system secured (i.e. remote users, Internet)?
All external access points come through a Sonic password- protected and encrypted firewall.
Reporting
What format(s) does Winning Connections use to transmit data?
Our standard reports are sent in Microsoft Excel spreadsheets. Data is transmitted in the same format that it was received with collected data appended. Upon request, the data can be transmitted in any standard format (.csv, .txt, .dbf, etc).
What is the typical delivery time for reports and data?
Reports are delivered mid-morning every day.
Can Winning Connections post response files to an HTTP server?
Yes. Winning Connections can post files to an HTTP server via a load balanced dual Internet connection (meaning two Internet connections with hardware that always monitors and utilizes the faster of the T1 or wireless Internet connections).
Calling Capacity
How many call centers does Winning Connections operate?
Winning Connections is an active member of the American Telemarketing Association and the Direct Marketing Association. As a result, Winning Connections has partnerships with many of the top rated call centers. We have relationships with 3 of the top 5 outbound call centers and many other boutique centers. WCI has access to call centers across the country. The map below shows our active call center relationships:
How many workstations are in each of the Winning Connections call centers?
It ranges from 128 stations in one facility to a minimum of 12 in another call center.
How many Voter Identification calls can Winning Connections make per day/night?
Our capacity will vary based on the length of the script and other factors. Generally, we can produce up to 450,000 voter ID calls per day.
How many Get Out the Vote (GOTV) calls can Winning Connections make per day/night?
Winning Connections can make well over a million live GOTV calls per day.
Does Winning Connections call seven days per week?
We call seven days a week with the exception of some special events or holidays that make voter contact difficult.
What languages can Winning Connections callers use?
Our operators speak English and Spanish. We can secure operators who speak other languages with advance notice.
Are there additional costs for other languages?
Bilingual calling is a premium service. The additional costs are determined by a variety of factors, including the quality of the data file containing bilingual voters and whether the files are formatted to industry standards. On average, bilingual calls are $.25 more per contact.