Telephone Response Handling

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Mosaic are incredibly proud to have supported a number of charities throughout the pandemic.

We have offered back-up to many internal charity teams with our agile office and home-based telephone response handling service over the past 12 months.

In this challenging climate, call centres are becoming increasingly important to the third sector, both for individual fundraising campaigns and as part of more comprehensive marketing and income generation strategies. By working with outsourced partners like Mosaic, charities can more effectively manage the variable volume of inbound calls generated from fundraising and marketing promotions, thereby providing callers with the very best supporter journey.

At Mosaic, we understand that every charity has a unique set of requirements, and this is why we offer a completely bespoke service. As well as offering tailored technology solutions, we invest in our biggest asset, our people, so that they can become an extension of your charity brand. With over a decade of experience in the charity sectors, taking calls for numerous world-leading charities, you can trust us to deliver the best response handling solution for you.

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How we can help

Our telephone response handling solutions include:

  • Answering Incoming Calls: Your charity may not have the in-house skills, staff or volunteers to run an active fundraising call centre, especially at peak periods such as Christmas. Or, if you do run a call line, you might require the option of diverting calls to an outsourced partner. We can work with you to handle your incoming calls, typically completing donation line or supporter services work.
  • Donation Handling: When an individual decides to give, charities must have donation handlers or “donation line” people on hand to capture their call at that golden moment in time. Our contact centre staff can also up-sell on inbound calls, helping to convert one-off gifts into regular donations.
  • Replicating your Brand: Understanding the “headspace” of callers is very important, and it’s vital to trust your outsourced partner with this. Mosaic are very adaptable and we can align ourselves to your charity’s mindset and values. We like to think of ourselves as an extension of your brand.
  • Empathising: We know how important it is to have empathy with callers, whilst also being able to respond to general questions and potentially signpost people back to the charity directly for more specific calls. We also work collaboratively with our charity clients so that we can stay aware of all new initiatives and marketing activity and use this knowledge in supporter calls.
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Omnichannel solutions

Today’s supporters expect a multi-channel choice, so as your advocate and voice, Mosaic can offer email management, web chat, social media response and SMS support as well as telephone response handling.

Whether we are interacting with your supporters via email, SMS, social media or over the phone, we keep them connected seven days a week. Our team are experts in customer service and engagement, along with conversion and enquiry handling, allowing us to provide your supporters with a personal response quickly and efficiently.

In addition, our purpose-built CRM connects seamlessly to our more comprehensive MiWorld API internal and external framework, securing our charity response handling omnichannel solutions and promoting the deepening of the supporter experience.

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Supporting the Third Sector

Mosaic run a technology-led omnichannel response operation, and this has enabled us to support the third sector throughout the pandemic in a number of ways. For example, we have bank of call centre staff located safely at home to respond to donors wanting to give over the phone.

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