January 2014 Stay Connected

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...stay connected to church, family & community January 2014 InService America Assists the Billy Graham Evangelisc Associaon Take Thousands of Salvaon Calls www.connected123.com Call us today to let us help you with our services 800 - 870 - 9865

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The Stay Connected magazine by InService America featuring the cover story of the Billy Graham My Hope America Project. This is also the NRB Conference edition.

Transcript of January 2014 Stay Connected

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...stay connected to church, family & community

January 2014

InService America Assists the Billy Graham Evangelistic Association Take Thousands of Salvation Calls

www.connected123.com

Call us today to let us help you with our services 800 - 870 - 9865

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InService America was founded in 1985. We specialize in marketing, customer service, sales, and fundraising strategies for both faith-based and non-profit organizations. InService America is a leader in helping clients leverage their constituent base to support the organizations ‘call to action’. We provide our clients with integrated marketing solutions, drawing upon world class expertise in four areas of direct response. Our business units include our contact center, social media, fulfillment and event marketing.

We are driven by our passion to provide our clients with world-class, objective expertise across a broad spectrum of direct response solutions. We engage our clients by harnessing their passion for their faith or favorite charity. Our clients can measure our effectiveness through returns on their specific objectives in metrics that can be quantified. We define our strategies by evaluating the needs of our clients then we go out and execute. Our goal is to be a part of their vision and passion.

InService America is headquartered in Forest, Virginia. We have been selected as one of the top 50 contact centers in the United States for the last eleven years. We are operational 24 hours per day, every day of the year. We are the largest employer in our community. Our staff has over 250 years of direct response experience. Our client base includes some of the largest humanitarian or-ganizations, media ministries, television and radio networks and non-profits in the country. We have been recognized by the Direct Marketing Association, INC magazine, and the US chamber of commerce.

InService America: The Modern Day Contact Center

Dear Friends and Clients,

It has been another amazing year at InService America! We have been so blessed to serve many media ministries since 1985. We have the honor to process hundreds of thousands of product orders, pray with and lead thousands to Christ through our call center. This past year we reached several milestones. We have taken or placed to over 950 million people since we have opened our doors. Eight years ago, we began to market directly to churches with movies, small group study kits, and event pack-ages. Eight years ago, we began working with the local church offering small group packages and church movie nights for community outreach. We hit our 40,000 church mark in 2012. We have reached thousands of pastors and consumers with the tele-town hall call conferences. In one phone conference this year, we had over 100,000 people on one call for the South Carolina presidential primary. Thank you for giving us this opportunity to serve you. Our company is helping our clients grown through email, voice broadcasting, and social media.

Finally, I want to thank the National Religious Broadcasters convention team. We have been involved with NRB since the early 90’s. We thank them for making it possible for our industry to come together once a year and share in new strategies and services for the kingdom. Thank you Frank Wright and team!

Sincerely

Carl TownsendPresident & CEO

InService America129 Vista Centre DriveForest, Virginia 24551

1.800.870.9865 / Fax 1.434.316.7407Proud Winner of the “Top 50 Award” for Contact Centers Over the Last Thirteen Years

www.inserviceamerica.com

2012 2013

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ContentsISA Assists The Billy Graham Association

ISA - Staff Additions

Fulfillment at ISA

ISA and King Jesus Ministry

Outbound Calling Campaigns

ISA - Developing the Call Center Agents

How to use the Son of God Movie

Tele - Town Hall sampler

ISA - Outbound Sales

About the Film Son of God

ISA - Inbound Call Campaigns

ISA - New Clients

About the Producers of Son of God

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Published by Stay Connected - Editor: Josh SheaDesigners: Andrea Lewis, Briana Kauffman, & Allen WilliamsonAdvertising Information - Contact 1-800-870-9865Cover: ©Billy Graham Evangelistic Association - My Hope America

Son of God Preview Disc 16

ISA Staff 30-31

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ISA assists the Billy Graham Evangelistic Association in One of the Largest Media Campaigns Ever! Sermon

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What do you do when you are tasked with finding an additional 500 Christians with the 200 plus you already staff who can genuinely pray with people on the phone for salvation.

InService America, a call center and marketing company with main offices located in Lynchburg, VA, serving a large client base of large and medium size ministries, publish-ing companies and other businesses, faced that very challenge when long-time client, the Billy Graham Evangelistic Association asked if they could staff their call center to handle the largest call volume ever expected in the history of their ministry.

The Cross, a short film featuring a powerful message from world-renowned evangelist Billy Graham was the culmination of two years planning to bring a message to millions of salvation and hope to coincide with the ninety-fifth birthday of Dr. Graham. “The Cross” was aired nationally over five days on more than 500 channels across the U.S. and Canada, including 115 network sta-tions, TBN, and five different times on FOX News including an interview with Dr. Gra-ham on FOX News Channel’s Hannity Live.

InService America and Liberty Uni-versity, the world’s largest evangelical uni-versity, share a synergistic relationship. InService America provides job opportunities

in a Christian atmosphere with the chance to represent Christian ministries and pray with callers. InService America has a large pool of potential workers who come from a Chris-tian background.

Liberty’s involvement with the BGEA and the film actually began more than a month earlier when 1,400 students in evan-gelism classes were asked to view another short film from the BGEA, “Defining Mo-ments.” More than 80 students made first-time decisions for Christ and 1,049 commit-ted to becoming trained “Matthews” using My Hope America to share their faith.

“Rev. Billy Graham and his family have been longtime friends of my family and the Liberty family,” said Jerry Falwell, Jr. “Becki and I were honored to join the Gra-ham family in celebrating the 95th birthday of a man who has preached the Gospel to more people worldwide than anyone else in history.”

The Graham family has several ties with Liberty University. Three of Dr. Gra-ham’s grandchildren and five of his great grandchildren have attended Liberty. The three grandchildren have also worked at In-Service America.

There were several touching moments that occurred over the five days for InService America and Liberty students, many having led someone in the prayer of salvation or to

by John Brown

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rededicate their lives to Christ for the first time. One student, Mica Green, after pray-ing with callers and his shift ended, wanted more. He and a friend left and went to the local WalMart with the hope that God would use them to bring other’s to Him. Within ten minutes a man approached them and they had the privilege of leading him in the prayer of salvation.

Liberty student Micah Green shared his first experience leading someone to Christ; ““It was a young man who said he was just very ready to turn his life around,” Green said. “I was fortunate to be able to be the one to talk to him. I was weeping with joy. I told him to tell other people of his deci-sion because they would be just as ecstatic as I am.”

Carl Townsend, President of InService America summed up the event saying:

”It was a tremendous honor to support such a worthy cause. What a blessing it was to be a part of one of the greatest

television crusades in the history Television. Many people came to know the Lord through

this historic event!”

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ISA Call Center Staff

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Inbound Call Campaigns

InService America recognized as one of the TOP 50 Inbound Contact Centers for the last 11 consecutive years, stands ready to offer strategic solutions to your every commu-nication need. Focused on providing excellent customer service ex-tending beyond tradi-tional telemarketing, at InService America we pride ourselves in serving as the voice to your ministry with professionalism, compassion and integrity.

The process begins with an initial call between you and the ISA team where your needs are assessed and a strategic solution and timeline is developed. Dur-ing this initial call you will be introduced to your account manager. Our account managers have years of experience working on direct response media and customer service campaigns. Each day our account management team analyzes revenue to cost, response times, agent performance metrics, dispositional trends and placement comparisons. InService assigns one account manager as the liaison between the cli-ent and ISA operations.

Your account manager will be joined by a repre-sentative from information technology, communi-cations, operations, training and finance allowing the entire team to become familiar with your goals, expectations and campaign overview enabling us to develop a timely, effective and productive solution and timeline for you.

During the setup call we will discuss workflow which will include call routing, call handling, data transfers and reporting. How to most effectively route your calls to ISA. Your options would include:

• Having ISA secure a new toll free number for you which typically takes 2-3 business days.

• Having your existing toll free number transferred over to ISA via a RespOrg; ISA would provide you with the appropriate form to fill out. The process typically takes from 5-14 business days.

• Or having ISA provide you with a Direct In-ward Dial (DID) number, which would allow for overflow call routing from your facility or another center.

Call Handling includes:

• What system will be used to process transactions: will ISA key transaction directly into system or build a custom inbound application to handle calls?

• What types of calls ISA would be handling for your organization and business rules for handling each type of call?

• What data you would like captured in order to build your database?

• We’ll discuss media sourcing and broadcast sched-ule, what data you would like captured and passed back to you, airing schedule and call spikes. • We’ll discuss merchant services and how to handle card holder data; if you have an existing merchant service provider we will need to establish dialogue with them in order to connect to their gateway and process payments for you. If you do not have a merchant service provider ISA will connect you with our preferred provider.

• We’ll discuss call-to-action/product; what you’ll offer, how you’ll offer it and the business rules that would apply to each offering. Stay Connected 3

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Do you have a product catalog, unique product codes, or a shipping matrix?

• We’ll review any custom needs you may have and discuss best practices.

Data Transfers include:

• ISA will provide you with sample file layouts for your review, and if necessary ISA will customize file to meet your specific needs.

• Files can be delivered in any format needed. • Files will be posted to a secure site daily, and you will be provided with credentials to go in and pick up the data files and process them as needed. Reporting

• ISA will provide you with sample daily reports which would include a summary of the previous days call center activity, calls offered, handled, aban-don %, average talk times, etc.

• A call disposition report which will provide you with a summary of call results i.e.: order, hang-up, information seeker, wrong number, etc.

Script Development

Once we have all of the campaign details, we will discuss the inbound call script (presentation) the agent will use. If you have an existing inbound script, ISA would like the opportunity to review it and offer recommendations. If you don’t have an existing inbound script, ISA will create one and pro-vide you with a draft presentation for your review, feedback and/or approval.

Training

InService America places high value on the quality of our customer service representatives (CSR’s). Our communicators are highly trained to process orders and answer questions about any products or services your organization offers. In addition to processing calls, our CSR’s are exceptional when it comes to cross-selling or up-selling. Our CSR’s are trained to listen carefully to to the needs of each customer, to process those needs, and deliver prompt and courte-ous service. They understand and believe in taking the special need of each coonstituant into consider-ation, and relaying the feeling of every organization through each call.

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Our performance doesn’t stop with initial train-ing. Our trainers provide a comprehensive, communicator development program that builds their skill sets. InService America develops support documenta-tion and a training program for call center communicators in the inbound application, including:

• Creating and documenting the training programfor ISA call center communicators.

• Creating a “Frequently Asked Questions” (FAQ)document to answer callers’ questions about the cli-ent.

• Creating a “Client Fact Sheet” with call handlingdetails.

Once the agent training is completed the agents are ready to begin taking calls for you.

We know how to help ministries! Call us at 1-800-870-9865

InService America Facts

• Founded on August 25th, 1985

• InService has processed over 100 million calls since opening.

• Recognized as one of the ‘Top 50 Call Centers by our industry in the last 15 years.

• InService has raised over millions of dollars for non profits andpara church organizations through our out bound calling

campaigns.

• We have over 250 years of calling experience working in ourfacility.

• We have led over 40,000 people to Christ in our existence.

• We have prayed with over 10 million people in the last 10 years

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DuringthefirstweekofNovember, I had the pleasure of implementing a new project at InService America. As an account manager of LifeWatch,there was much preparation and trainingthattookplaceinordertoim-plementtheprojecteffectively.

LifeWatch sells life alert systemsfortheelderly,soallofouragentshadtobetrainedonthevariousproducts.

Our first phase of the projectwouldbeActivationCallsandcontractupsells.Wehitthegroundrunningwithsix agents and so far the LifeWatchteam,basedinNewYork,hasbeenverypleasedwithourresults.Injustaboutsixweeks,wehaveactivatedover500customers,andupsold1500extendedcontracts.Justover4weeksagoIpur-sued more business from LifeWatch.Theresulthasadded9moreagentstoworkinthenewlyformedPre-ShipmentConfirmation Department. We havebeenabletoachieveover5,000confir-mationsinjustoveramonth.Oneother departmentthatwehaverecentlyadd-edisFulfillment.Todatewehavepro-cessedandmailedover1,600contractstoLifeWatchcustomers.

Our next phase will be direct salesof the lifealertunits.Weplantostart salesno later than thefirstweekofJanuary2014.

Our goal is to have about 25agentsontheentireLifeWatchteamat ISA by the end of January, withplans to grow that number eachmonthoftheyear.

It is a real honor forme to betheaccountmanagerofthisvaluableaccounttoISA.First,Ihavetheplea-sureofworkingwithsuchatalentedgroupof agents at ISA.Second, theteamof people at LifeWatch inNewYork are super to work with. Last,butnotleast,beingabletoassisttheelderlyfeelmoresecurebyhavingthelifealertsystem,istrulyablessing.Ireallyenjoythisproject,andlookfor-wardtowhatliesaheadforthefutureasweaddthesalesteam.

ISAOutboundSalesTeamByJoeVaughan

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InService is one of the most respected providers of Outbound Telephone Marketing and Customer Care in the U. S. Since we opened our doors, we have been dedi-cated too providing our clients with a creative approach to telephone marketing, quality service and superior bottom-line results Our philosophy from the beginning has been to build long-term partner-ships with our clients and their supporters. We have provided services for ministries, non-profits, media companies and sales organizations. Our calling campaigns include:

DONOR RETENTION Donor retention is the life line of a non-profit organization; it is much easier and less expensive to retain a donor than it is to acquire a new donor. The donor is the life blood for any non-profit organi-zation. How a non-profit treats their donors will have a significant impact on the organization’s abil-ity to raise money and grow How much do you really know about your donors? Have you asked your donors what they like or even dislike concerning your organization? How often do you communicate with your donors?

These questions are just the start to building a retention program that works! The key is to commu-

nicate and connect with your do-nor base. Routinely donors want to feel appreciated, welcomed and want to know how their money is being utilized. InService has de-veloped retention programs with newsletters, toolbar downloads, electronic video updates and free offers from corporate sponsors. Our outreach includes placing outgoing calls to raise funds for different donor segmentations. These areas include:

ACTIVE DONORREACTIVATION

Active donors are donors renew-ing their financial support to your organization within the last 12 months. We prepare a mail strat-egy with a follow-up calling plan to maximize conversion rates. A normal closing rate is 30 to 40% These are the most valuable do-nors in your database as they are

familiar with your organization and are actively giving to your or-ganization. These donors have an

active affiliation with the organization.

LAPSED DONOR RENEWAL

A lapsed donor is a donor that had an affiliation with the organization, how-ever, they have not had been active for a specified period of time. Often a re-minder call will help facilitate a donor to

give. Our experience is that we have twenty to thirtypercent conversion rate. A lapsed donor can be defined as a donor who has not made a contribution to your organization within the last 1-3 years, while those who haven’t contributed in 3+ years can be classified as former donors. Our experience affirms that there is value in pursuing lapsed donors because they are not un-familiar with your organization’s mission and they cared enough about it to donate previously. An outbound calling campaign will allow you to determine why the donor stopped giving. Possible causes include forget-fulness, loss of interest, distrac-tions or opposition to some aspect of your organization. The most successful and cost effective way to rebuild a connection with

Outbound Calling Campaigns

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lapsed donors is a personal out-bound calling campaign to reacti-vate the donor in a sincere way. While many organizations have forgotten their lapsed donors or have not pursued them because they feel there may not be value or cost effective. InService Amer-ica can partner with your organi-zation and provide a cost effective lapsed donor renewal campaign.

CAPITAL CAMPAIGN

A capital campaign is a time-limited effort by a non-profit organization to raise significant dollars for a specific project. It is a ‘call-to-action’ to support a specific cause. Often the money raised is to fund the acquisition, construction, or renovation of a building. Sometimes, capital cam-paigns are used to build an en-dowment for the future. In other cases, capital campaigns fund an extraordinary expenditure such as an expensive piece of equipment. Capital campaigns have a begin-ning and an end, but often span several years. A capital campaign employs all of the usual means of raising funds such as direct mail and follow-up calls. Capital campaigns require extraordinary preparation and skillful execu-tion. ISA can partner with you

and implement an effective capital campaign that will compliment all of your other fundraising efforts.

ACQUISITIONFUNDRAISING

New donor acquisition is an in-tegral part of donor retention and attracting new donors is key to maintaining an active database of donors. Most non-profits experi-ence a loss of ten to fifteen per-cent or greater of donors annually. ISA has implemented hundreds of effective acquisition campaigns over twenty five years. ISA can design and implement a new donor or acquisition program that will compliment your active and lapsed donor fundraising efforts. Social Media, Viral Marketing and Outreach Events are a very effective way to identify new donors.

PREMIUMS FORDONATIONS

Often a product offer is an excellent tool to engage, retain or increase response for a donation. Many products such as a lapel pin, bracelet, book, journal or commemorative product will engage a donation.

MEMBERSHIPDEVELOPMENT

An effective tool to retain interest with donors is to create a membership program. Members receive special recognition and are offered invitations for special seating at events, discounts for products and VIP park service tours. Benefits such as insurance, general retail, travel, etc. This strategy would engage corporate sponsorships dollars. These spon-sors would provide marketing dollars to develop the member-ship program.

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By Carl Townsend President - Inservice America

I was blessed recently when I was in-vited to go to New York City and meet with Mark Burnett and Roma Downey. They have just completed a new movie that will be in theaters beginning on February 28th, 2014 called ‘The Son of God’. This movie is about the life of Jesus during his three and half years of ministry. I have had the privilege to work in the faith media business and have never found anyone so humble as Mark and Roma. Mark is the producer of TV shows like ‘The Voice’, ‘The Apprentice’, ‘Survivor’, ‘Smarter than a Fifth Grader’ and ‘Shark Tank’. Roma was the angel in the TV show ‘Touched by an Angel’. Most recently they produced ‘The Bible’ series on the His-tory Channel. They are truly a blessing to be around. This movie will be a Blockbuster, everyone should plan to go see this. It is an incredible film!

What really stood out to me was that it illustrates both the human side of Jesus as well as his supernatural side as the Son of God. As I watched this movie, it showed how forgiving, caring and humble He was, plus how he touched them with His love, and His ability to do super natural acts that changed people forever. I also saw a Jesus who was angry at men who were manipula-tive, condescending and hurtful as the Phari-sees were. The actors in this movie did an excellent job of expressing Jesus. ISA was blessed to be awarded the contract to call upon Churches and coor-dinate group sales for this movie. ISA has conducted over 40,000 Church movie nights since 2004. We have promoted sales for the ‘Passion of the Christ’, and many other films over the last ten years. We are so excited to be a part of this incredible film!

InService America was selected by 20th Century Fox to be the official

Group Ticket Seller.

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How can a church use this film?

One thing for certain we need revival in our country! This is an excellent evangelis-tic tool to activate people to go hear and see the word of God in action. Here some of the best practices that we have seen for promoting faith based films.

1. Share with your congregation or da-tabase how important it is to go see this film! There hasn’t been a theatrical release of a film on Jesus ministry since the ‘King of Kings’ in 1963. Everyone in your con-gregation and followers must see this film. Take your group and buy a screen or the-ater out for the evening. There will be two special Pre-Premiere nights, February 26th and 27th, before it opens up to the general public. Call us at 800-970-1858 for more details.

2. Convince your congregation to buy tickets and take them as guests to the mov-ie. Everyone knows a lost person, a family member, friend, a co-worker, a neighbor that doesn’t know Jesus as their savior. They may not come to church but they will go see a movie at a theater. I have seen many people come to a saving knowledge of Jesus through special events.

3. Reach out to your community and share that the church has free tickets to this movie to give-away. Invite them to call the church or stop by and pick them up by sending out an email to your community. Every church has the same problem regard-less of size and that is recruitment and re-tention. This is rare opportunity to use this film to help with both of these areas. It is a small investment.

4. Let us help you arrange the screening. We can help you book the theater, arrange for you to have talk time after the movie is over, by providing all of your needs. We know how busy pastors can be, so let us do all the work for you by coordinating the event for you. We want this to be painless for you.

5. Prepare a short sermon to give at the theater. Give an invitation and provide follow up materials for everyone that attends. This movie will touch hearts.

6. We can provide you a small group study package designed to help understand the movie and Jesus life in depth. This package is only a small add on fee. This is a great tool to use for small group studies before or after the film.

7. Make this the Evangelistic outreach proj-ect for 2014. What a great opportunity to engage people to share the Life of our savior! As believers, we have a wonderful savior that so many do not know about. Scripture tells us that no one knows the time or the date when our savior is going to return. However, Jesus shares some of those signs in the book of Matthew. So many are living a life in fear, worry and hopelessness. The greatest gift that anyone could ever receive is the assurance of their salvation!

Final Step, pick up the phone and call one of our many agents waiting to help you arrange this special night for you church!

[email protected] www.sonofgodfilmtickets.com

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MARK BURNETTFive time Emmy Award winner Mark Burnett has produced more than 2,400 hours of television programming, which regularly airs in more than 70 countries worldwide. Currently, Burnett’s net-work series include “Survivor” (CBS), “The Voice” (NBC), “The Celebrity Apprentice” (NBC) and “Shark Tank” (ABC). Burnett is one of very few producers to have had a renewed series on each of the four major networks and to have multiple series win their time slot on five nights of television in the same week. Additionally, Burnett, alongside his wife Roma Downey, executive produced the right rated 10-hour miniseries “The Bible” (History) that premiered on History Channel in March 2013, which is currently airing internationally. Mark’s television profile includes a strong presence in award show franchises, having produced the “MTV Movie Awards” from 2007 to 2011, the annual “People’s Choice Awards” since 2010, the “Video Game Awards” (Spike) and the 2011 “Primetime Emmy Awards.” In addition to television, Burnett is working on the feature film “Son of God” with 20thCentury Fox, to be released in February 2014. TIME Magazine named Mr. Burnett one of the world’s most influential people and he is also listed as TV Guide’s most valuable player. He has won BRANDWEEK’S Marketer of the Year Award, The Brandon Tartikoff Legacy Award, the PGA Norman Lear Award and the prestigious ROSE D’OR FRAPA Format Award. Burnett was induct-ed into the Broadcasting and Cable Hall of Fame in 2010 and was honored with a star on Holly-wood’s Walk of Fame. He served two elected terms on the Board of Directors for the British Acad-emy of Film and Television Arts in Los Angeles.

ROMA DOWNEYA celebrated, Emmy® nominated actress and producer Roma Downey is best known for her nine seasons as the tender-hearted angel on the hit CBS show Touched by an Angel. Ms. Downey starred in over 200 episodes and her work as the compassionate angel inspired mil-lions of people around the world and earned Ms. Downey multiple best actress nominations for Emmy® and Golden Globe® awards. Born in Ireland and classically trained in London, Ms. Downey has performed on stage with the famed Abbey Theatre Company and has appeared both on and off Broadway. She played the leading role of Jackie Kennedy Onassis in the Emmy® award winning six hour miniseries for NBC called “A Woman Named Jackie.” Ms. Downey not only starred in, but executive produced seven television movies for The CBS network, among them “Borrowed Hearts” with Eric McCormack and “Second Honeymoon” with Tim Mathe-son. With her company, LightWorkers Media, Ms. Downey is the executive producer of the children’s DVD and book series “Little Angels” and its companion “Little Angels Storybook Bible”. Ms. Downey along with her husband Mr. Burnett produced ‘The Bible’ a ten episode mini-series for History Channel. Ms. Downey and Mr. Burnett have co-authored a companion book to the Bible series ‘A Story of God and all of Us.’ The book is available now from Faith Words. For many years Ms. Downey has been a spokesperson for “Operation Smile” a volunteer organization that brings free surgeries to children around the globe with facial deformities. She has travelled to third world and developing coun-tries making fund raising films on their behalf.

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Bluefin is Unique in thePayment Processing Industry.

We PROVIDE:

Merchant Accounts - Payment Gateways - Custom Development - PCI Consulting Bluefin holds strong expertise in all four aspects of the payment processing chain, which is why we provide the best overall value to our clients. We are not aware of any “competitors” in our space who can make such a claim. Therefore, we cut out all the “middlemen” in that four part chain, saving our clients thou-sands of dollars and hundreds of hours through the term of our relationship.

Corporate Licensure:Bluefin holds the highest level of licensure available as a Level One Service Provider and a member of the PCI Standards Security Council. We provide PCI Consulting for organizations in both the non-profit and for-profit sector.

Partnership and Service:As an over-arching consideration, please note that InService America has selected Bluefin Payment Services as their provider of choice for achieving and maintaining PCI Compliance as a Third Party Service Provider (PCI-TPSP).

Strength and Security:For the past ten plus years, Bluefin has had an “up-time” rate of 99.99%. We maintain redundancy through our three secure server farms. Our reporting features at the merchant account level and gateway level provide on line access. It is always advantageous to have your payment gateway and merchant account secured through the same provider if possible, so that a single entity can service your account as they will have access to both “sides” of the transaction.

Customer Care and Support:Bluefin does not outsource our customer care or PCI Compliance program to others. If one of our clients cannot locate a quick answer through the myriad of on-line tools we provide, their phone call is typically answered by the “third ring” by a live person, and replies to emails typically occur within thirty minutes. For normal questions/issues, we are available from 9am to 6pm CST, and for true emergencies, we are avail-able 24/7.

Call ISA Today at 1-800-870-9865

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InService America has recently been blessed to take as a new client Jewish Voice Ministries International (JVMI). For forty-seven years Jewish Voice has been fulfilling their mission of the proclaiming the Gospel to the Jew first, and also to the Nations (Romans 1:16), and equip-ping the Church—providing education about the Hebraic roots of Christianity, the Church’s responsibility to Israel and the Jewish People, and how to share Messiah with the Jewish People. The Good News is proclaimed through television, print, humanitarian/medical outreach-es, and large-scale international festivals. Jewish Voice has several different programs airing; a weekly syndicated program with special guests and topical teaching as well as several programs raising awareness and funds for humanitarian aid, especially for the ancient tribe of Jews found in Ethiopia in the last 200 years. They are desperately in need of medical aid, clean water and sustenance…and of course the Gospel. InService America is honored to share in partnership with Jewish Voice Ministries International as we answer hundreds of calls each day from their constituents to help spread the word “to the Jew first, and also to the Nations.” Welcome!

20th Century Fox, the company was founded in 1935 due to a merger from Fox Film Corporation. Is one of the largest major American Film studios. 20th Century Fox has distrib-uted various successful films, including Son of God, Star Wars, Die Hard, Fantastic Four, and Avatar, plus various TV series like M*A*S*H*, The Simpsons, The X Files, 24 and Glee. They have several famous actors like Shirley Temple, Betty Grable, Marilyn Monroe and Dorothy Dandridge. 20th Century Fox is one of the leading film companies in the world.

LifeWatch sells life alert systems to the elderly, giving them the peace of mind in knowing, that if they fall or have an emergency, they can be connected to the ap-propriate person that can provide them with immediate, sometimes lifesaving help. ISA’s first phase of the project would be Activation Calls and contract upsells. We hit the ground running with six agents and so far the LifeWatch team, based in New York, has been very pleased with our results. After a few weeks, we pursued more business from LifeWatch. The result added 9 more agents to work in the newly formed Pre-Shipment Confirmation Depart-ment. Other departments recently added are Collections and Fulfillment. ISA’s next phase is the direct sales of the life alert units. We just started taking inbound calls with a small sales team. Our goal is to have about 25 agents on the entire LifeWatch team by the end of March, with plans to grow that number each month of the year.

PFM believes that no life is beyond the reach of God’s power, and they envision a future in which countless prison-ers, ex-prisoners, and their families, are redeemed, restored, and reconciled through the love and truth of Jesus Christ. To that end, PFM seeks to prepare Christian inmates to become leaders of their families, communities, and churches once they are released back into the community. PFM also endeavor to support inmates’ families, helping them become reconciled to God and one another through the power of the Gospel and supported by transformative relationships with local churches. Below are some resources that they inform those that are need of material resources. So please re-member to handle their calls with care we all know someone that has had to deal with a family member incarcerated.

King Jesus Ministry is the Largest Hispanic Ministry in the United States. InService processes of 35,000 calls per month from South and Central America.

UMI (Urban Ministries, Inc.) is the largest independent, African American-owned and operated Christian media company. UMI publishes Christian education resources: Bible studies, Sunday School and Vacation Bible School curriculum, books, movies, and websites designed for Afri-can American churches or individuals.

ISAs New Clients

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“I’m excited to be a member of the In-Service America team.” Mr. McWhorter said, “Without exception, the management team are dedicated, bright and talented leaders. There are always challenges … but it’s an honor to go forward together with the InService America team.”

Lloyd McWhorter was awarded a BA from NYU, a Graduate Certificate from Chi-cago Booth’s Management Institute and earned his PMP, Project Management Professional certification, from the Project Management In-stitute, the recognized global authorized regu-latory agency.

After leaving UMI Mr. McWhorter fur-ther developed his reputation as a highly ef-fective customer communications professional with proven expertise in project execution, de-veloping customer centric sales and marketing solutions, inbound lead generation, multiple channel sales funnels, customer life cycle con-version strategies, training, leading productive direct marketing projects, technical, mobile marketing, social media and strategic social en-terprise development.

We’ve known Lloyd and worked with him on projects for several years. We look forward to his contribution to our team and efforts to sustain constant and never end-ing improvement at ISA. Lloyd McWhort-er can be reached by his company email [email protected] or by telephone at 1.434.316.7440.

Please join us in welcoming Lloyd Mc-Whorter to InService America.

InService America Welcomes Our Newest Team Member, Mr. Lloyd McWhorter

InService America welcomes a new member to our team this month, Lloyd McWhorter COO.

Lloyd will be fo-cused on expanding the marketing of innovative products and services de-signed to enhance InService America’s

delivery of additional services to our customers going forward.

“The expansion of our products and ser-vices further strengthens our ability to meet the needs of our customers,” noted Carl Townsend, President of InService America; “Lloyd Mc-Whorter’s 27 years of experience will help us refine our sales and marketing strategies and ability to execute an in increase service delivery to our customers.”

Before joining InService America, Lloyd McWhorter was Vice President of Sales & Customer Care for Urban Ministries (UMI). While at UMI Lloyd re-engineered the com-pany’s inside sales, field sales and event market-ing network. Before UMI Lloyd was a Senior Director with HBO / Time Warner, Invensys Corp., Microband and Warner Cable where Lloyd won the prestigious Chairman’s Cup Award for Sales & Marketing Excellence.

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Staff Additions

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Developing the Call Center Agent by Carl Townsend

So often in Management, we skip a critical process to ensure that an agent has the capability to answer the phone correctly. Managers need to understand that we need to employ a four-step leadership process to be effective in teaching, training, coaching and developing a customer agent. The four key steps are to Direct, Coach, Support and the Delegate. Often managers will direct but skip to delegation too quickly. Can you imagine preparing your child for life with this strategy? Giving your 10 year old the car keys and telling them to take the car out for a spin.

The Maturation Process• When we Direct: it is absolute. ‘This is the way I want you to do it.’ No exceptions; eventually, with con-

sistent coaching the person will learn it, know it and execute it.

• Once a skill has been mastered then we begin to Coach them. ‘This is how I think it could have been handled’. Notice the difference. There is lenience. The goal is to get the individual to think about what they have done. Get feedback.

• The Supportive role is suggestive. ‘This is the way I would do it’. Hopefully, it helps the person to under-stand that you have placed trust in them and you’re supporting them, not shadowing them.

• Finally, there is the Delegation stage. The person has mastered the skill. They are told ‘Just go do it’. Trust is critical.

The fact is that to develop the perfect call center skills, it is an ongoing process using all of the methods on an ongoing basis.

Approach1. Monitoring is a tool used to provide constructive criticism and

positive reinforcement.

2. Monitoring is always documented. Every manager speaks a differ-ent language in how they communicate with people. It is impor-tant in staff development to use common language that everyone understands, a glossary of terms. Monitoring personnel will be evaluated on the following:

- Effectiveness

- Improvements of the agent

- Number of monitoring sessions

- Commentary

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Management ToolsISA employs a simple strategy that everyone in management adapts a simple strategy to insure that we stay on track of our agent’s growth.

- We tell them what our expectations are.

- We Show them exactly how to make calls through illustration and role playing.

- We let them make calls. Repetition is critical.

- We evaluate them. Document improvements.

- We redirect them. Feedback, Feedback, Feedback!

Crafting your Words• There are three methods of expression in every script. We call them ACTION words, URGENCY words,

and IMPACT words. Every script should incorporate these words of expression.

• Impact words emphasis on how do you want to be treated? People are responsive to good manners, etiquette, thoughtfulness, sincerity, and a genuine tome. A simple ‘Yes ma’am’ or ‘Yes Sir’ can go a long way to building rapport.

• Urgency words express immediacy. A limited time offer, support for a special need. Every script has to have this.

• Action words captivate the persons listening. Some words that express attention: Devastating, disaster, and desperate are a few of these types of words. Positive words may be words like excitement, terrific, and incredible.

 Crafting words are critical but are also used to bridge or punctuate  your words to maximize expression. Agents must have a positive  attitude to make an impact.

Lysa Meeks is one of our quality control trainers. She supports the needs for our Agents.

She has been outstanding in supporting our client needs and training Agents to be more

effective over the phone.

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Knowledge Knowledge changes a person’s attitude; attitude changes a person’s behavior, individual behavior changes group behavior. IT is critical to teach all the essentials to be successful. Before going on the phone to work, you must be properly trained. Never ever, do we hand a person a script and say, “Go get on the phone.” Training should always include: - Overview of the Organization - Goals of the Project - Role-playing with the script and data entry navigation - A review of the dispositional codes - Product or donation requirements - each agent goes through a written examination of the knowledge of the client

ISA Training

• Training should be a combination of classroom overview and role-playing

• Training is very essential to the agent’s success. • We want the agent to engage and know the products and the organization they are representing. A failure to   do so will result in poor customer service.

• To insure that the agent understands their task, the training session is completed with a test.

Testing

Agents sometimes will not grasp a task because of the amount of detail required for a project. If an agent does not pass the test or fails to deliver the oral presentation or screen navigation, then they must go through training again.

ISA Quality Control Benefits• Every call is recorded

• 15 to 1 Agent to management ratio

• Every Agent is trained a minimum of 1 to 2 hours per week

• Remote monitoring with clients

• Three levels of Agent training

• Thousands of hours of staff development

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ISA would like to welcome UMI as our newest partner to InService America. I had the opportunity to visit them in Chicago and they are a great ministry that is spreading God’s word. Below is the history of UMI and their key executives.

About UMI Urban Ministries, Inc. is the largest in-dependent, African America-owned and oper-ated Christian Media Company. They publish Christian education resources, including Bible studies, Sunday School and Vacation Bible School curriculum, books, movies, and websites designed African American churches and in-dividuals seeking a Christ-centered perspective on faith and life issues.

UMI Mission They are called of god to create, produce, and distribute quality Christian education products; to deliver exemplary customer service; and to provide quality Christian educational services, which will empower God’s people, es-pecially within the Black community, to evan-gelize, disciple, and equip people for servicing Christ, His kingdom, and church.

Key ExecutivesDr. Melvin E. Banks, Sr.: Founder and Chairman

Dr. Melvin E. Banks, Sr. is the founder and chairman of UMI (Urban Ministries, Inc.). Under his direction, UMI has grown to be a leading publisher of Christian education resources

for churches in the African American com-munity.

At the age of 12, Dr. Banks was in-spired by a man quoting Hosea 4:6 to dedicate himself to addressing the spiritual needs with-in Black communities throughout the country. In 1955, he graduated from the Moody Bible Institute in Chicago and married Olive Per-kins. He went on to Wheaton College, where he earned a Bachelor of Arts in Theology and a Master of Arts and Biblical Studies degree. He received an honorary Doctorate of Litera-ture from Wheaton College in 1992. In 2008, Moody honored him as its Alumnus of the Year.

Dr. Banks is the author and editor of a number of books and Bible studies. In addi-tion to his leadership at UMI, Dr. Banks is the founder of the Urban Outreach Foundation, an elder in his local church, and a member of the boards of trustees of Wheaton College and the Circle Y Ranch. He lives in South Holland, Illinois with his wife Olive. They have three children.

C. Jeffrey Wright: CEO

Jeff Wright’s background includes over 15 years in the companies Johnson & Johnson and Bristol-Myers Squibb, where his last position was vice president of corporate development (mergers, acquisitions

New Clients

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and strategic alliances) for its consumer businesses. Jeff is a ministry graduate of Georgetown University Law Center, and is admitted to the Pennsylvania bar and the U.S. Supreme Court bar. He has an MBA in finance from Columbia University Graduate School of Business and graduated with honors from Fisk University. He completed additional study in the Harvard Law School Program of Instruction for Lawyers, as well as at the Wharton School in business development, and taught jurisprudence and ethics at the graduate level in Indiana at the Univer-sity of Evansville for four years. I’m excited to have the opportunity to partner with such a great ministry. Everyone there has a passion to spread God’s word through media and moving towards using new age technol-ogy to spread the gospel via digital to everyone that is able to receive. 2014 will be the year for both UMI and ISA to reach new heights by the aid of God to build His Kingdom. Thank you UMI for your contribution and the opportunity for ISA to enjoy in this new era.

Jewish Voice Ministries International ( JVMI) is dedicated to proclaiming the Gospel of Yeshua ( Jesus) to the Jew first and also to the Nations throughout the world. The Good News (of Yeshua) is proclaimed through tele-vision, our monthly webcast, print and online media, international festival outreaches, medi-cal clinics/humanitarian aid to the Lost Tribes of Israel scattered throughout Africa and In-dia, and speaking engagements to teach local churches and congregations about the Jewish roots of our faith in Yeshua. JVM’s mission is two-fold: Proclaiming the Gospel to the Jew first, and also to the Nations, and equipping the Church—providing education about the Hebraic roots of Christianity, the Church’s responsibility to Israel and the Jewish People, and how to share Messiah with the Jewish People. The Good News is proclaimed through television, print, humanitarian/medical out-reaches, and large-scale international festivals.

Jewish Voice is headed by Rabbi Jonathan Bernis. A Jewish Believer in Yeshua ( Jesus), Bernis is President & CEO of Jewish Voice Ministries International . Jona-than has worked on the forefront of world evangelism since 1984, taking the Good News of Israel’s Messiah to the far reaches of the earth, to the Jewish People, and also to the Nations. Jewish Voice has been hard at work offering free medical clinics to the most im-poverished pockets of Jewish People around the world, particularly Jewish communities in Africa and India. The history of JVM’s medi-cal outreaches began in Gondar, Ethiopia, in 1999, where 1,300 people were treated. Those small beginnings have grown, thanks to the blessings of God, faithful, skilled staff, and loyal volunteers. Now, some 13 years later, they are treating as many as 5,200 - 9,700 + patients per short-term medical clinic trip! ISA is happy to partner with JVMI in taking all of their ministry calls for donations and product inquiry and purchase.

InService America Selected to Manage Jewish Voice Ministries

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ISA Takes Thousands of Callsfor the Largest Spanish Ministry in the

USA KING JESUS INTERNATIONAL MINISTRY is located in beautiful Miami, Florida. The head of this ever growing ministry is Apostle Guillermo Maldonado and Prophet Ana Maldonado. Apostle Maldonado has been given the authority to carry out a specific mission: to win 12% of the population in Miami for Christ.

His purpose in life is to establish the Kingdom of God in Miami, the United States, and throughout the world with the specific vision to: Evangelize, affirm, disciple and send. He has called on ISA to help with his mission. King Jesus International is con-sidered one of the fastest growing multicultural churches in the United States

The ministry receives over 1,000 calls daily from people all over the world calling in to sow into the ministry financially, calling for prayer, calling to register for a life changing event or to purchase products that is sure to impact their lives. We have hired over 80 bilingual agents to assist with King Jesus International Spanish calls but we all will have opportunity to take these calls as the ministry also impacts many who speak English.

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We have been richly blessed spiritually by this opportunity. We were sent to do a job in which we did but we had no idea God had a purpose and a plan for sending Lysa and I. We truly felt the presence of the Holy Spirit!! We have heard countless testimo-nies throughout our trip by mighty men and women of God. We believe that this is not just a coincidence that ISA is now partnering with King Jesus International but it is by di-vine assignment and divine connections that God has upon our president Carl Townsend.

We ask that you continue to pray for ISA and for King Jesus International.

ISA has over 90 bilingual call center Agents taking calls from the United States, South America, Central America, Spain and

Puerto Rico. Please let us handle your Hispanic call needs.

Call today and ask: 434-316-7400

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ISA StAFFCarl Townsend, CEO and Founder- President, CEO, Founder of InService America- Over 35 years in the call center industry- Recipient of five Direct Marketing Association Awards- Recipient of INC’s Top 500 Small Businesses- Winner of the BLue Chip Enterprise AwardMarried 33 years. One child and two grandchildren- Sunday School Teacher

Jim E. Fitzpatrick 111, Chief Financial Officer- Has been with ISA since April 2008 and currently serves as a Member of the Executive Team re-porting to the President. In addition to normal finance and treasury, Jim is responsible for strategic planning and implementation. - Chief negotiator on all contracts and agreements. - Had established a CPA firm and led that for 18 years. Proficient in tax, tax collections and all financial facets of small business, Jim sold the practice in April 2008.- Jim served as Vice Mayor on the Amherst Town Council and was a member from 1991-1993. - Also Pastor, Cowboy Church.

Shaun V. Skow, Director of IT- Has served at ISA for 8 years- Has served in the following roles at ISA: Programmer/Analyst, Project Manager, Senior Pro-grammer/Analyst, Director of IT- 26 years of programming experience, 3 years of experience as a department coordinator

Lloyd McWhorter, Jr. , Chief Operations Officer- Over 27 years experience in the telemarketing and call center industry - Prior to joining ISA served as VP, Sales & Customer Care at Urban Ministries Inc., Executive Director of the National Call Center for Home Box Office.- Lloyd also serves as Director of the Christian Education Ministry at Waukegan Community Church

John A. Brown, V.P. Accounts Management- Joined at ISA as Senior Account Executive, then moved to Vice President of Sales & Marketing.- Many years of experience in sales and marketing in both the secular and ministry world work-ing for companies including USAir, Cargill, Inc and the ministries of Open Doors, USA and INSP Network. - Also served on staff as Director of Singles Ministry at Saddleback Church in Mission Vicjo, CA.

Jane White, Director of Account Service- Has served at ISA 8 years- Has served at ISA as a call center agent, trainer and account executive- Has over 20 years of call center experience. Prior to ISA Jane worked at J. Crew for 15 years.- Married with two children

Christina Day, Project Director- A total of 25+ years of management experience- Married to Robert E Day III and have 5 children from ages 24 to 7 years old- Active Member of Thomas Road Baptist Church and serve in the Choir for over 7+ years

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Leah Townsend, Director of Human Services- Over 25 years in the call center industry- Supervisor quality control, training and Employment Development- Married 37 years. One child and two grandchildren.

Gary Sullivan, Director of Operations/Project Director- Has served at ISA for five years- Has served as Outbound Manager, Senior Manager-Inbound, Call Center Manager

Shantae Beverly, Operations Manager- Has served at ISA for 9 years- Has served at ISA as Customer Service Representative, Human Resources Assistant, Payroll As-sistant, Business Analyst

Lisa Meeks, Quality Control Manager- Has been with ISA for almost 4 years- Served as a CSR, Business Analyst Support, Business Analyst, Trainer, Account Executive Support- Two children: Torin-7, Trevor-5- Spare time is spent hunting and fishing with her two sons

Dean Pruitt, Business Analyst- Has served at ISA for 3 years- Has served as a special project worker, inbound/outbound agents- Former youth pastor

Sandy Mayberry, Executive Assistant to President & CEO, Carl Townsend- Previously served at ISA in the capacity of Human Resources Manager and Director of Adminis-tration.- Master of Management and Leadership degree from Liberty University.- Married to Dave; one son, Christian who is a Graduate student at Liberty University.- Active Member of Thomas Road Baptist Church.

Joe Vaughan, Outbound Manager- Former account executive for Comcast- Married, Two Children, Four Grandchildren- Former Account Executive for Comcast- 2009 President’s Club Member- Member Liberty Baptist Church, Appomattox, VA

Wayne Lee, Director of IT Department- Served as R & D director for a public high tech company- Served assistant professor at University of Electronic Science and Technology of China- Was visiting scholar at Technische Universität Clausthal, Germany- Software Architect/Engineer with 20+ years software development experience- MS Degree in engineering

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