FAQ's - Event Management & Customer Support
- What is co-sourcing vs. outsourcing?
- How do you scale up for overflow, peak periods and special events?
- What services does Greenwood & Hall offer?
- What does Greenwood & hall mean by "Large Scale Event Management"?
- How will Greenwood & Hall represent our Cause or Brand?
- What is Greenwood & Hall's experience with Non-Profits?
- How does Greenwood & Hall address compliance?
q: What is co-sourcing vs. outsourcing?
a: Unlike outsourcing, a co-sourcing arrangement involves equal collaboration between the employees of an institution and those of an outside partner. Work from professional workers within both parties is necessary to create a desired result – the result usually being something positive that generates new sources of revenues for an institution or efficiencies that enable an institution’s employees to be more successful in their roles.
Co-sourcing also has other benefits. It can bring otherwise expensive technologies and expertise to an institution and its workforce without an institution being required to surrender control. Furthermore, co-sourcing works in tandem with an institution’s processes and culture. In essence, an organization gains all the benefits of outsourcing without having to make hard sacrifices whether control or reductions in workforce.
q: How do you scale up for overflow, peak periods and special events?
a: Greenwood & Hall maintains call centers in Santa Ana, CA and Bryan, TX, employing over 200 representatives on average and more during peak periods. When needed, we can quickly hire and train new representatives, reallocate existing resources or leverage strategic relationships with call centers nationwide to create an integrated call center network of 16,000 + agents.
q: What services does Greenwood & Hall offer?
a: Greenwood & Hall supports non-profit and consumer brands clients through a variety of services, including:
- Inbound/Outbound Contact Center Services
- Fulfillment and Logistics
- Outbound Marketing Services
- Payment Processing
- Donor and Client Database Management
- Web Services, including Email, Webchat, and Text Messaging
- Phone Bank Administration
- Large Scale Event Management.
q: What does Greenwood & Hall mean by "Large Scale Event Management?
a: Large scale event management includes the coordination, launching, and support of telethons, major campaigns, and fundraisers. Greenwood & Hall will support you from early planning stages, through successful conclusion and continued donor follow up. We will customize the appropriate solution to benefit your cause, allowing flawless execution while maximizing donor contributions. Past large scale events include Stand Up to Cancer, Hope for Haiti Now, and Shelter from the Storm (post Hurricane Katrina event).
q: How will Greenwood & Hall represent our Cause or Brand?
a: Greenwood & Hall has extensive experience supporting leading non-profits, including the American Red Cross, Stand Up to Cancer, and others. Our agents are trained by your team, to better understand your goals, your cause, and the needs of those that benefit from it.
q: What is Greenwood & Hall's experience with Non-Profits?
a: Greenwood & Hall is recognized as the premier partner to leading non-profits. Our experience and existing technology infrastructure allow us to rapidly scale to support the needs of your cause. In many cases, our event coordination can help launch major campaigns and telethons within a week to 10 days. Present and former clients include Habitat for Humanity, Stand Up to Cancer, the American Red Cross, Help for Haiti Now, The World War II Memorial Dedication and others.
q: How does Greenwood & Hall address compliance?
a: Greenwood & Hall complies with relevant state and federal regulations as they pertain to privacy including but not limited to: the Family Educational Rights and Privacy Act (FERPA); CAN-SPAM Act; Safe Harbor Regulations; Fair Credit Reporting Act (FCRA); Gramm Leach Billey Act; the Federal Do Not Call Registry (DNC); Telemarketing Sales Rule (TSR); and the Health Insurance Portability and Accountability Act (HIPAA).
Greenwood & Hall is also PCI compliant and adheres to generally accepted security standards as they relate to payment processing, storage of financial information, and the safeguarding of proprietary information.