WHO THEY ARE

From surveys to mobilization

A 2022 study showed that nonprofits could increase the likelihood of a person voting by 56%. Of course, there are several nuances affecting voter turnout. But overall, voter mobilization is a promising, challenging, and worthwhile effort in which thousands of organizations engage.

One such organization is a nonprofit focusing on swing states, engaging electorates in surveys before mobilizing them to vote. We have redacted their name to maintain their anonymity at their request. But we’re thrilled to confirm that in the 2022 mid-term elections, they organized 500+ callers to mobilize over one million voters.

Their workflow is structured but dynamic. The team primarily calls contacts for surveys asking questions ranging from financial well-being to satisfaction with current political representatives. Based on these data points, the next phase of outreach begins: voter persuasion campaigns.

Tags on contacts, synced between their CRM and CallHub, help the team segment and unify contact lists for each new campaign. The list size can vary between 15,000 and 300,000, and they run two to three phone banking campaigns every week.

HOW THEY USE CALLHUB

The features that made it work

The Spam Label Shield

When looking at a contact universe of millions, your number is bound to get labeled as “Spam” or “Spam Likely.” Even if you procured the numbers from a legitimate source and identified yourself, 1 in every 4 calls gets flagged — and that dramatically reduces your future answer rates.

With CallHub’s Spam Label Shield, the team avoids this plummet. The system runs sanitization checks every 15 minutes, and as soon as a flag appears on a number, it gets replaced with a fresh one. Campaign managers don’t need to check number status mid-campaign or pause to swap numbers while agents are still on calls.

The Spam Label Shield also works with Dynamic Caller ID, renting local numbers based on each contact’s location, so flagged numbers are always swapped with a clean number carrying the same area code.

L’s team uses Predictive Dialling with CallHub. That typically means a huge volume of calls per minute. The Spam Label Shield does wonders here because they simply cannot afford to pause campaigns every hour.

“Predictive Dialing means that our callers are utilized at optimum capacity but not overwhelmed. Its ability to adjust in real time based on answer rate helps us provide a consistent experience as we reach thousands of contacts at scale,” says L.

Inbound Calling

Campaigns use the Predictive Dialer when they have a huge contact list to go through, and the answer rates are not magnificent (typical for cold lists or state or nationwide campaigns like L’s). While you do miss out on a majority of contacts, not all of them should slip through the crack—at least not those with high motivation.

So, on CallHub, you can set up a voicemail drop if you reach an answering machine (ideally mentioning your number) and enable Inbound calling. This way, interested people will call you back, increasing your overall contact rate.

Branching Scripts

The nature of L’s scripts is dynamic, considering they are full of questions that branch into multiple options for answers. Naturally, each conversation takes a unique turn.

Traditionally, these branches were listed in the script, with prompts like “Move to section 4.a if response is A”.

Instead, Branching Scripts guide agents to the subsequent question/reply based on the contact’s responses throughout the script. Unlike a static script, the agent doesn’t need to identify the next question based on written instructions. This functionality provides a more user-friendly agent experience, eliminates human error, and reduces long pauses in conversation.

THE IMPACT

500+ callers. 1M+ voters. One platform.

Together, these features boosted the nonprofit’s contact and engagement rates across the entire campaign window — August through December 2022 — resulting in over one million voters mobilized to cast their ballots.

Sometimes the nitty-gritty of building and running campaigns can obscure the real impact. But take a step back: with each feature, the chance of reaching more people and getting them to act increases manifold. The numbers make the difference.