Our socially responsible approach to business and Tele-marketing is based on a simple formula:
It's not easy in our business to keep the right balance between raising money for good causes and our responsibility to the people we call. So how do we meet our Duty of Care in all aspects of our Business?
We select bright sales agents, who are good with people and motivated to help charities. Their rigorous training is vital to achieving the best possible results and every agent understands the importance of the work we do and the types of people we speak to on a daily basis. We train our team to know when it is appropriate to sell, every sales agent is trained to identify signs of dementia and enquire into the wellbeing of the vulnerable. Training is ongoing, each sales agent has a training and development plan to help them progress and correctly represent Insight and our clients with integrity.
To create the right atmosphere and achieve the first class results, our calling floor is arranged into teams with dedicated Team Coaches who continuously record and monitor live calls, providing feedback and coaching to all Calling Agents.
Insight use the latest IT equipment and software to manage the way data and calls are presented to Calling Agents, providing excellent call control and information to build caller relationships. The technology also provides valuable feedback statistics to gauge success and help the agents improve.
Our business is heavily regulated and we support this as members of the Fundraising Standards Board, Lotteries Council and Institute of Fundraising. Our Managing Director, Melvyn Hill is a current Director of the Lotteries Council. The organisations that ensure our compliance are:
Insight takes privacy extremely seriously, ensuring we guarantee that all of our Client and Supporter information remains secure. We will not pass on your information to any third party without consent and our data transfer procedures are subject to stringent rules and checks.
As an operator licensed by the Gambling Commission, we are proactive in supporting the problems of Gambling that may be faced by some individuals in the UK. We conduct our business in a Socially Responsible manner above and beyond the remit of our regulators. This entails the recording of all calls and the use of a very rigorous Complaints Procedure.
Even with all this in place – ours is a people business and it’s impossible to get it 100% right all of the time. We welcome complaints as an opportunity to keep improving, So if you have a complaint please do get in touch – one of our specially trained Customers Services team will deal with your complaint and we’ll promise to call you back to explain what we’ve done about it.
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