Building Your In-house Telephone Team: How to Get Started and What calls to prioritise
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Talk Details
During the pandemic, Oxfam GB made a bold move – building an in-house telephone fundraising team from the ground up. It proved to be a huge success. In this session, we’ll share how we did it: the thinking behind the shift, what we got right (and what we learned along the way), and what’s worked best when it comes to the types of calls that truly strengthen supporter relationships.
This isn’t about prescribing one perfect model – it’s a behind-the-scenes look at a real success story, full of practical tips and inspiration to help you shape your own approach, whatever size or stage you’re at.
The session is led by Oliver, a seasoned fundraising professional with 14 years’ experience, including 9 with Oxfam GB. After starting in face-to-face fundraising, Oliver pivoted into telephone engagement during the pandemic, leading both internal teams and strategic agency partnerships. His passion for people-first conversations and mission-driven fundraising continues to deliver real impact.
Key learnings from this session:
- How to confidently set up an in-house telephone fundraising team – including practical steps, resource planning, and key considerations when bringing your calling programme in-house.
- Which types of supporter calls to prioritise – and how to strategically segment your audience for maximum impact, from reactivation to regular giving conversion.
- Lessons learned from a real-world success story – what worked (and what didn’t) when Oxfam GB built its in-house team, and how you can adapt those insights to your own organisation’s needs.
Speakers
Oliver Pancoust
National Telemarketing Manager
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