Share 2006 Training

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• Share 2006 Training
• Phone Data Entry (PDE)
• Volunteers

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• Welcome to Share 2006
• Were glad you are here.
• You are a vital part of this unique opportunity
  for Moody Radio to connect with its listeners.
• Thank you for investing your time and resources
  in Moody Radio for the Heart of the Inland
  Northwest

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Share Operations Job Descriptions

• Phone Data Entry (PDE) volunteers are seated at
  computers with telephones that are connected to
  headsets similar to those used by operators or
  receptionists. As radio station listeners call
  into Share with their financial commitments, PDE
  volunteers answer the calls and type the
  information directly onto the computer screens
  rather than using paper phone forms.
• Phone Data Entry Supervisor volunteers are
  assigned to assist 3-5 PDE volunteers as they
  answer and process listener calls while working
  at computers. They typically stand near their
  operators and are engaged in actively training,
  listening for problems, assisting operators
  having difficulty, checking accuracy and
  answering questions as needed.
• The Verifier works at a computer to check the
  data passed on to them by the PDE volunteers
  after they have completed their calls, and by
  listeners who enter commitments directly on the
  Internet.

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PDE Position Overview

• After viewing this training presentation, you
  will be seated before a computer terminal in
  Phone Central.
• If you need to leave your computer station during
  your shift, please let the PDE Supervisor know so
  they can have someone fill in while you are gone.
• Please refrain from making a phone call or taking
  a cell phone call while in Phone Central. If you
  need to make or receive a call, tell the PDE
  Supervisor, and leave the room for the call.

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PDE Position Overview contd

• At each computer station there will be a
  telephone and an adjustable headset for you to
  wear to answer the calls hands-free.

Each headset has an amplifier box to adjust the
volume of the caller and the headset.
If you have any problems with your computer or
the telephone equipment, please notify the
supervisor immediately.
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PDE Position Overview contd

• As you take calls from listeners, you will enter
  the data directly into our computer system at
  your station.
• The scripts for you to read will be right on the
  screen in front of you as you progress through
  each step of the call.
• The script is printed in RED
• Instructions as a guide through the process are
  in BLUE, along with any optional script that
  should be read if the issue comes up during the
  call.
• A PDE Supervisor will be just a few steps away in
  order to assist you, to answer questions, or to
  help with the data entry.

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PDE Position Overview contd

• Please dont use the Back or Forward buttons
  on the browser or the mouse. Use only the buttons
  on the screen.
• Phone Central can often be very noisy! Keeping
  your voice down in your conversations with
  callers helps the other volunteers hear their
  callers better.
• If you have difficulty hearing the caller, adjust
  the volume on your headset or, ask the caller to
  please repeat the information.
• If necessary, let the PDE Supervisor know you are
  having difficulty hearing your caller and they
  will encourage others in the room to be more
  quiet.

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PDE Position Overview contd

• Your data entry will be reviewed, and confirmed
  or corrected by the Verifier in the next step of
  the process, but you are the only one talking to
  the caller. YOU are the BEST person to insure
  that the information entered into the database is
  accurate.
• We know you will be blessed by the comments of
  our listeners as they share what KMBI means to
  them, but if it is a busy time on the phones,
  please move to the next call as quickly as
  possible without rushing the caller. Allow them
  to completely share blessings or prayer needs.

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PDE Volunteer Log-in
1. Please type in your first and last name
This window should show WRMBPDE.
This window should show blankdefault.asp
2. Please click on this button to start taking a
commitment
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Share Data Entry Opening page
Answer the call with this greeting. The caller
will likely say they want to make a gift to Share
2006. Start through the script.
2. Once the name is entered, click on this button
1. Type in the callers first and last name.
Background Information

• If you were to type in John Smith, the software
  will search the Moody database for that name.
• The database will look for any names that match
  or come close to what was entered.
• If they have given before, their name will likely
  be in the database.

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Share Data Entry Lookup page
This pop-up box will appear with five names and
information that come closest to the name entered.
If the records include the spouses name, it will
be listed here.
Review the names listed to find the one that most
likely fits the caller, paying careful attention
to the city and state.
Once you have confirmed the correct name and
address with the caller, click on this button.
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Share Data Entry Opening Page
When you click the Select button, the software
will fill in all the information available from
the database for that record.
If the records include the spouses name, it will
be listed here.
If the records include the spouses name, it will
be listed here.
If the records include the spouses name, it will
be listed here.
If the records include the spouses name, it will
be listed here.
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Share Data Entry Lookup page
If there are multiple records for the same name,
you can scroll up or down through adjacent names
to find the correct one.
If there are multiple records for the same name,
you can scroll up or down through adjacent names
to find the correct one.
If there are no records included with the name or
address that fit the criteria, close the Lookup
Box by clicking on the red X.

• If you find the same name twice, with different
  addresses, ask the caller to verify their current
  address.
• If you find the same name twice, and the same
  address, it may be a duplicate record. Simply
  click on the record with the most information.

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Share Data Entry Opening Page
If the name search does not provide the correct
name, please fill in the address information and
click on Search Address.
Clicking on this button will clear all name and
address information in the section so you can
start afresh.
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Share Data Entry Opening Page
The caller may represent a business,
organization, or church and their information may
be in the database under that name.
Enter the complete company, church. or
organization name and then click on Search
Company.
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Share Data Entry Opening Page
If neither the name search, the address search,
nor the company search provides the correct
information, then type in the full name, and full
address, asking the caller to spell any names
that are unfamiliar to you
If the caller indicates that they have moved
recently or since the last Share, then after
typing in the new address, please be sure to
check this box.
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Share Data Entry Email Address
After all the address information is confirmed,
proceed to the next question sending a
confirmation via email.
Type email address here
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Share Data Entry Given Before
Check appropriate box
Note follow-up question if they respond No or
Dont Know.

• The salutation information is important so that
  we can address our donors properly when we send
  the acknowledgement letter or subsequent
  correspondence.
• If the database record does not include this
  information, please be sure to ask this question.

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Share Data Entry Special Handling
Dont volunteer these options to the
caller. Check them only if the caller mentions
any of them specifically.
Only ask this question if it is obvious that the
caller is a child. Click on the arrow to select
the appropriate age.
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Share Data Entry Commitments
1. Click on the corresponding button if the
caller indicates one of the pre-set amounts.
2. Type in any amount not listed above
3. Click on the appropriate button according to
the callers expressed intention.
Details of the commitment will automatically show
here for confirmation. Some adjustment may be
needed for installment gifts. (See following
examples)
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Share Data Entry Commitments
If the caller indicates they want to make a
monthly gift, (for instance 25) you can
calculate the total gift in this section.
1. Click on MONTHLY payments.
2. Shows MONTHLY payments.
3. Type in 25
4. Select of payments from the drop-down list
5. 250 will appear in this box as the Total
Amount
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Share Data Entry Example 1
A caller has indicated they want to provide a
one-time gift of 50.
Click the 50 button.
Click the ONE TIME button.
Total Pledge shows 50.
Shows a onetime payment of 50 for 1 payment
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Share Data Entry Example 2
A caller has indicated they want to provide a
monthly gift of 10.
Click the 120 button. 12 x 10 120
Click the MONTHLY button.
Total Pledge shows 120.
Shows monthly payments.
Monthly payment of 10
12 installments
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Share Data Entry Example 3
A caller has indicated they want to provide a
gift of 250 in 5 installments.
Click the Other button and enter 250 in the
box.
Click the PAYMENTS button.
Total pledge is 250
Equal Payments
Payments of 50
5 installments
Changing the number of install-ments
automatically recalculates the amount of the
payment.
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Share Data Entry Credit Cards
Callers can put a one time gift or installments
on their VISA or MasterCard. (We only accept
those two cards)
After clicking on the appropriate button for the
dollar amount, click on the callers choice for
using their credit card.
Indicate which card they are using.
Carefully enter the credit card number. Read it
back to the caller for accuracy.
Enter the expiration month and year
Totals will be reflected here as with a promised
commitment.
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Share Data Entry New Donors / Monthly Donors /
EFT
If the caller indicates that they are a new
donor, read this script.
If the caller chooses to make monthly payments,
read this script.
If the caller inquires about EFT (Electronic
Funds Transfer) read this script.
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Share Data Entry Final Questions
Moody Broadcasting provides one-page, periodic
e-newsletters for Proclaim! and Midday
Connection. More are planned in the future for
other programs and the radio stations as well.
Also there are opportunities for special events
like Founders Week, Pastors Conference and
trips to Israel. MBI keeps all donor information,
including e-mails, confidential.
Please click the appropriate response.
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Share Data Entry Thank You Gifts
Periodically the on-air staff will offer a
special premium for those who call during a
specific time period. When that occurs, you will
need to complete this section. Supervisors will
tell you when a premium is being
offered. Premiums will only be listed for
selection during this time period. This is
controlled by the Executive Producer and the Ops
Team Head.
The default setting is No Premium, thanks
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Share Data Entry Thank You Gifts
1. Click on this arrow to open the drop-down box.
2. Click on the correct premium. If a premium is
listed twice, always select the top listing.
When you select a premium, it will appear in this
box.
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Share Data Entry Thank You Gifts
1. Click on this arrow to add the premium to the
box below.
When the premium appears in this box, the request
has been attached to the record. It does NOT mean
that the caller will definitely receive the
premium.
It can become very hectic when a premium is being
offered. When there are a limited number of
premiums available, how fast they go depends upon
the number of calls that come in during the time
period, and where your caller may be in the order
of calls. Therefore, please dont guarantee that
the caller will receive the premium until you
reach the final screen and you see the premium
listed on the confirmation page. If they ask,
tell them you wont know for sure until the last
screen. The premiums are matched with callers by
the system as calls are completed.
Important Point
A description of the premium offered can be
viewed by clicking on this button.
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Share Data Entry Thank You Gifts
If the wrong premium is selected, click on this
button to remove it and select the correct
premium from the drop-down box.
A description of the premium offered can be
viewed by clicking on this button.
A description of the premium offered can be
viewed by clicking on this button.
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Share Data Entry Optional Section
The following Optional Section is provided to
record comments from callers or prayer requests.
Please DONT ASK for these comments, but if
they offer any comments or if they request
prayer, please put their comments in the
appropriate section.
Assure callers that their full name will not be
read on-air attached to any comments. Announcers
may use the first name and the city, but that is
all.
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Share Data Entry Challenges Matches
IMPORTANT If the caller wants to INITIATE a
MATCH, notify a PDE Supervisor to take the call
to determine how it should be handled.
If a listener calls to offer a CHALLENGE or
respond to a challenge, type in the challenge
details here. If the caller wants to respond to
a MATCH in progress, type in the details here.
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Share Data Entry Prayer Requests
Enter any prayer requests or praises the listener
might mention. Assure the caller that names are
not used on the air when praying for requests.
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Share Data Entry Review Final Step
Before releasing the caller, page up and confirm
the address and gift amount.
After these details are confirmed, click the
SUBMIT button and ask the caller to WAIT until
you receive the confirmation screen indicating
that the record has been successfully received by
the system.

• Once you click the Submit button, you cannot go
  back and change anything in the record. It is has
  been sent to the VERIFIER, the next step in the
  process. The Verifier can correct errors.
• If you believe there may be an error in the
  record, notify the supervisor, print the
  confirmation page, note the correction, and give
  it to your supervisor.

IMPORTANT
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Share Data Entry Credit Card Problem
If there is a problem with the callers credit
card, this is the screen you will get after
submitting the record.
1. If you get this screen, explain to the caller
the reason listed for the rejection.
2. Double-check the credit card number and
expiration date and year with the caller or ask
them if they would like to use another credit
card.
2. Double-check the credit card number and
expiration date and year with the caller or ask
them if they would like to use another credit
card.
3. When the data is confirmed or changed, click
on the Retry button.
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Share Data Entry Credit Card Problem
If the card is rejected again, the system will
proceed to the confirmation screen but no amount
will be charged to the credit card, which will be
reflected on the page.
BEWARE If you click on the Cancel button, the
complete record is erased and you will be
returned to the sign-on screen at the beginning
of the process.
If the caller indicates that they just want you
to forget about the credit card, click on the
Bypass button and you will go directly to the
confirmation page. It will still show the call is
a credit card commitment, but no amount will be
charged to the card. The Verifier will change it
to a cash commitment.
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Share Data Entry Confirmation Screen
This screen indicates that the record has been
received by the system.
Scan the page briefly to insure the details are
correct. Pay particular attention to the pledge
amount and the method of payment.
If the caller will receive a premium, it will be
listed here. It will be sent shortly after the
end of Share.
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Share Data Entry Confirmation Screen
Read the concluding script below, which provides
final information and thanks the caller for their
gift. When the call is completed, click this
button to return to the log-in screen.
ONLY Click the Print button if theres a problem
with the call and a copy is needed by your
supervisor to follow up.

• This is your final connection with the caller.
  Thank them for taking the time to call. They will
  remember this call positively if you leave them
  with a smile in your voice.
• If you believe there may be an error in the
  record, notify the supervisor so they can look
  for the print out of the confirmation page.

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Thats all there is to it!

• We know we have put a great deal of new
  information before you in just a few minutes, but
  experience has shown that the volunteers learn
  quickly and the process will proceed much more
  smoothly than previously.
• If you have any questions or problems, there will
  be a PDE Supervisor close by to help you. Just
  ask!

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and Thank You

• We are totally dependant upon volunteers like you
  who are willing to invest their time in this
  ministry by taking the calls from our donors
  during Share. We couldnt do it without you.
• We are praying that you will be blessed as you
  talk with our listeners and they share how God
  has used this Christian radio station and Moody
  Broadcasting to deepen their walk with Christ.
• As the opportunity presents itself, please take
  time to get to know some of your co-laborers on
  the phones, and when possible, pray together for
  God to continue to bless your efforts and those
  of the staff on the air and behind the scenes.

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• Praise the Lord!
• I will thank the Lord with all my heart
• As I meet with his godly people.
• How amazing are the deeds of the Lord!
• All who delight in Him should ponder them.
• Everything He does reveals His glory and majesty.
  
• His righteousness never fails.
• Who can forget the wonders He performs?
• How gracious and merciful is our Lord!
• Praise His name forever!
• Psalm 1111-4,10c