Call Centre: at the heart of our relationship with donors – meet our team

A conversation with a Field Expert marks the beginning of a relationship between a donor and a charity. The TAWKR Call Centre then follows up to check that this first interaction went well, clarify any information and confirm the monthly donation setup.

This work is carried out by donor relations officers. Their purpose is not to repeat the conversation held in the field. They provide an additional, clear and reassuring point of contact at the beginning of the donor journey.

What does the Call Centre do in charity fundraising

Making the welcome call

Following the face-to-face conversation, the team contacts the new donor. The call welcomes them, reviews the key points of their commitment and ensures that they have the information they need.

Checking the quality of the field interaction

The donor relations officer asks how the conversation with the Field Expert went. This feedback creates a practical link between field activity and TAWKR’s follow-up. It also helps the team identify any question or information that needs clarification.

Confirming the monthly donation setup

Once the donor has understood the information, the team confirms the setup of their monthly support. This step makes the journey clearer for the donor and supports consistent follow-up for the partner charity.

A team combining experience and new talent

The Call Centre brings together experienced colleagues, recent recruits and apprentices. Florentin has worked in donor relations since 2021 and has led the team since 2026. Loan has spent the past year completing his apprenticeship at TAWKR. The team has also recently welcomed new colleagues, including another apprentice.

Florentin describes the team as ‘just as good at grumbling as they are at getting the job done’, with ever higher expectations and results. Behind the joke is a team built on listening, accuracy and the development of new talent.

Why telephone follow-up matters in the donor journey

In the charity sector, a strong relationship continues beyond the initial sign-up. A welcome call gives donors an opportunity to confirm their understanding and ask questions. It gives the charity a structured follow-up after the face-to-face conversation. For TAWKR, it complements the work of Field Experts with a step dedicated to listening and confirmation.

FAQ

What does a donor relations officer do

They make the welcome call, check that the interaction with the Field Expert went well, ensure that the information was understood and confirm the monthly donation setup.

When does the Call Centre contact a donor

The Call Centre follows up after the face-to-face conversation, at the beginning of the relationship between the donor and the charity.

How do the Call Centre and Field Experts work together

Field Experts present the cause and record the donor’s commitment in person. The Call Centre then provides the welcome follow-up and checks that the information was understood.