Becky Leach Ohio State Calling 2400 Olentangy River Road Rm 013 Columbus Ohio 43202 Caller Perspective Proposal Proposed by: Cortney Prantl Obstacle After our meeting on April 27th I was still left feeling somewhat unsure of what exactly I was doing in regards to the program. I realize you gave me this opportunity to take on a role that would give me more responsibility and the opportunity to implement suggestions for improvement and growth in the call center. However, I work very hard to come up with ideas that do not seem to break the surface. I worry about my ambition and hard work being a waste of my time and effort. Due to hardships with executing and developing ideas, and trouble with compensation for the extra work I do, I propose a plan where I can work on strategies during my working hours. These new responsibilities demand that I have a different position in this program. Without this, I cannot continue this new role at Ohio State Calling. Proposal I propose the approval to work on ideas, concepts, strategies, and projects during work hours. Job Description I define myself at work as a caller and lead caller. With the new tasks added, ‘lead-lead’ caller or ‘head lead caller’ would an accurate way of viewing how I would fit in the program. I would act as a liaison or representative between callers and management. I can help supervisors that have questions on how the calling is going or how the callers feel. Callers that do not understand work or call procedure can also come to me. In this new position, I would still have to fulfill a minimum of 16 hours of calling for every payment period. This allows compensation for the extra time I put into this job because the duties I would perform would be during a shift. My estimated tasks would include, but not be limited to: o o o Reciting (and be able to recite) up to date advice on lists and constant new ways to go about a phone call. (Maintain a connection to callers, scripts, and lists.) Giving callers reasons lists are important. Listening to random calls to gain insight on what works, what needs improvement, and what are any general/specific issues. This would not be an evaluation on callers, merely a better way for me to connect, fix, or improve calling and calling practices on the floor. Every time I do this, I would make a written synopsis of everything I acquired and possible outcomes and solutions. Work with supervisors and lead callers to approach lead calling as being a leader not just a ‘trainer’. Work with Lead Callers to implement plans for growth of the program and give them a voice. ‘Interview’ new callers to ask them if there is anything that they wish they had spent more time on in training or special concerns they have with their new job. Work more in depth on ‘Extra Training’ and the training video. (The organization, structure, composition, and execution so it is well received and performed as efficiently as possible.) Write out solutions that are given to supervisors and the program manager to be discussed more in depth. Meet with the Program Manager and Supervisors on set dates Find general problems in asking strategies and other applications and be a go to person for callers on the floor. o o o o o Significance This project is necessary because it is important to give employees a feeling of involvement. With the approval of this proposal, I can facilitate this. I know that it is sometimes difficult for supervisors to take on extra tasks when they already have other responsibilities that come first. Because of this position, I will be able to bring together management and callers in a satisfying union. It will give the program innovative approaches on how to manage retention rates, pledge fulfillment, secure new donors, and more because I will be focused solely on calling procedure and callers. Without this new approach, it will not be feasible for me to play a role in making the call floor more efficient as well as attributing different points of view for management. Costs To implement this project I will need only basic instruction, like how to listen to calls. The major change for me would be that I would work at work instead of in my non-working hours. Course of Action It will start as a probationary period to see how proficient and suitable the position is. I will summarize results and report to you with my outcomes on a weekly basis. It should be very simple to set up and I can start as soon as it is authorized. In closing, I want to say that I am qualified and very eager to be more involved in the program. The problems with pay and stress outside of work prevent me from having a voice and applying my ideas in a real and timely manner. I am looking forward to discussing this with you in the near future. I will contact you a week from now to discuss this further. I am also available to discuss this earlier if it is of convenience to you. Sincerely, Cortney G. Prantl