Division: Charity

CIOF Working with your delivery teams
News & Events Charity

Elovate helps charities strengthen impact reporting with new CIOF guidance

3 February, 2025

Elovate is proud to support the Chartered Institute of Fundraising’s (CIOF) member resources programme with practical guidance on how charities can work effectively with campaign delivery teams to enhance their impact reporting.

Impact reporting is key to showing the value of fundraising—it helps charity boards, supporters, and potential donors see the difference their contributions make. It also gives fundraisers the insights they need to build a stronger case for budgets and resources.

Our guidance, created by Elovate’s Head of Client Services, Tannis-Madison Carty, breaks it down into four clear steps, along with a downloadable checklist to help charities make sure their campaign delivery teams are supporting impact reporting in the best way possible.

Tannis says, “We hope this guidance becomes a useful resource for charities looking to refine their impact reporting. By following the steps outlined, they can make sure their reports are accurate, insightful, and engaging.”

If you’re a CIOF member, you can read the report and download the checklist here.

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Contact Center elovate 2025
News & Events CharityeCommerce

Shared or Dedicated?

13 January, 2025

A guide to Contact Centre resource planning 

When is the right time to use outsourced staff for your communications, and what are the main options? In this blog we look at the different types of Contact Centre support available from Elovate.

‘Shared’ Resource

This refers to a team that will carry out multiple tasks for a number of different companies and charities. The shared team will often manage smaller number of communications coming in from clients throughout that week. The team will be trained across multiple clients and agreed Service Levels will often be less than dedicated teams.

Shared resource can be a great way to expand your communication options. It gives your customers or supporters the means to contact your organisation when it suits them, without the need for significant capital investment from you. This can give greater insight into the level of support you may need and allows a business case to be created based on evidence from the data gathered by using shared voice or alternative communications.

‘Dedicated’ Resource

A dedicated resource is where highly trained team members focus on exclusively servicing your account across multiple interactions. Often seen as an extension to in-house team members, they will work closely with an organisation to ensure seamless communication and service flow.

Dedicated resource teams are better suited for high volume or complex communication requirements where at least two agents are needed to oversee tasks. The total number of agents will depend on volume, service levels and type of activities to be completed.

‘Hybrid’ – a flexible solution

It is not uncommon to use both sets of resource teams, for example, investing in dedicated at peak times, and utilising shared service for overflow or for those time periods when communications may be less in volume.

Implementing a hybrid solution and aligning a training programme for dedicated resourcing can also help you have more staff “ready to go” if unforeseen circumstances arise. This helps ensure continuity of service for your communications and allows the continual improvement of your customer/supporter experience.

“Flexibility is key when looking at a Contact Centre solution and partnership working to expand and develop any communications programme is key to success. People still love to interact with a human and, while we are seeing AI come into our webchats, voice

calls remain the main driver of communications, regardless of what level of resource our clients choose.” Scott Gray – Marketing & Service Director

Time to explore your options?

If you’re looking for support to answer your calls, emails or webchats or, have any times where you are unable to deliver the service you would like, now may be the best time to explore the various options that Elovate can provide for you to continue providing an excellent customer experience.

Call, email, or use our webchat to see how we can help you.

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man with laptop
InsightsNews & Events Charity

Bacs 2025 processing calendar now available to download

3 December, 2024

For any organisations processing and managing Direct Debit or Direct Credit payments, the Bacs processing calendar is a critical tool to ensure all payments are collected on time and is now available to download.

Download the Bacs 2025 calendar here

If you are using Elovate as your Bacs Approved Bureau, we will ensure all Direct Debits are processed in accordance with the non-processing days. In doing so, all your Direct Debits will be setup and collected correctly, with no delays. As Service Users it is still important that you are aware of these dates, so you know when the monies will hit your Bank Account and ensure compliance with advance notice to payers.

Christmas and New Year processing dates

Payment arrival dateProcessing dateLatest submission date
Tuesday 24th December Monday 23rd DecemberFriday 20th December
Friday 27th December*Tuesday 24th DecemberMonday 23rd December
Monday 30th DecemberFriday 27th December*Tuesday 24th December
Tuesday 31st DecemberMonday 30 DecemberFriday 27th December*
Thursday 2nd January 2025Tuesday 31st DecemberMonday 30th December
Friday 3rd January Thursday 2nd January Tuesday 31st December
Monday 6th JanuaryFriday 3rd JanuaryThursday 2nd January
*Please consult your Sponsor for entry and processing dates for account held in Northern Ireland
All information may be subject to change and all Service Users must check with the Bacs calendar and arrangements with their Sponsoring Bank

Do you need Bacs contingency to protect your payments?

As a Bacs Approved Bureau with over 23 years experience, we are here to manage your payments daily or when you need us. Please contact us or click on the link for a no obligations Direct Debit quick quote.

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Peak Season
News & Events CharityeCommerce

Enhancing Capacity and Speed for Black Friday and Beyond

21 November, 2024

As we gear up for the busy Black Friday and holiday seasons, we’re thrilled to share the latest updates on our warehouse enhancements. To support our clients and their customers through this high-demand period, we’re introducing a new conveyor system alongside an upgraded pick-and-pack dispatch area. These advancements are designed to streamline operations, boost productivity, and ensure faster order dispatches during peak times.

Centralised pack benches for improved workflow

The new pack benches are strategically positioned at a central location within our warehouse, allowing supervisors to manage production with greater efficiency and control over packaging supplies. This strategic setup, combined with the new conveyor, is set to increase our order fulfilment capacity by at least 10% – a significant gain for our team and for the clients we serve.

Eco-Friendly packing solutions

In line with our commitment to efficiency and sustainability, we’ve also equipped the benches with automatic tape dispensers. These dispensers help reduce tape waste by cutting it to the exact length needed, speeding up the packing process and eliminating the need for additional pressure on boxes. Furthermore, our new void fill dispensers support our ESG objectives by enabling us to reduce reliance on plastic void fill materials.

Ready for the Holiday rush

We’re excited to see these improvements in action as we head into the busiest part of the year. Check out our new conveyor and pack stations, and join us in looking forward to a peak season defined by even greater speed and efficiency in every order.

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Tim Wardman
InsightsNews & Events Charity

Meet Tim – Leading the Way in Customer Care and Growth at Elovate

19 November, 2024

New Head of Service Delivery

We’re pleased to introduce Tim Wardman, who joins us with a commitment to enabling growth and transforming the way we support our UK customers. As he steps into his role, Tim will champion a key strategy designed to shape our contact centre’s future well beyond 2025, ensuring we continue to deliver responsive and reliable support.

“Super excited to be on this journey with the Elovate Contact Centre, we’ve so much that we can do to improve and make ourselves a better more accomplished Contact Centre, its hard work but will be rewarding”

Tim brings an innovative perspective and a practical, hands-on approach that will empower his team and set a steady course for positive change. His extensive experience and fresh ideas promise to drive improvements across customer care, helping us meet evolving needs and expectations.

Please join us in welcoming Tim to the team as he guides us into this next phase of growth and service enhancement!

ElovateTeam #FutureFocused #GrowthMindset #CustomerCare #ContactCentreInnovation”

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Climate friendly campaigns
Insights Charity

Elovate’s expert guide to climate-friendly charity print campaigns

13 November, 2024

As charities strive to make a positive impact on the world, it’s essential to consider the environmental footprint of our activities. Print campaigns, while a powerful tool for reaching supporters, can have a significant carbon footprint. By implementing a few strategic changes, charities can reduce their environmental impact and ensure their communications align with their mission.

1. Targeted Campaigns and Data Optimization
  • Refine Your Targeting: Use precise data to identify your ideal audience and tailor your message accordingly. This reduces the need for mass mailings and minimizes waste.
  • Leverage Digital Channels: Explore digital alternatives like email marketing and social media to complement your print campaigns. These options often have a lower environmental impact.
2. Choosing Eco-Friendly Materials
  • Recycled Paper: Opt for paper made from recycled materials. This reduces the demand for virgin trees and helps conserve forests.
  • FSC-Certified Paper: Look for paper certified by the Forest Stewardship Council (FSC). This ensures the paper comes from responsibly managed forests.
  • Vegetable-Based Inks: Consider using inks made from plant-based oils or water-based formulations. These inks are generally less harmful to the environment than traditional oil-based inks.
3. Vetting Your Printing Provider
  • Environmental Certifications: Inquire about your printing provider’s environmental certifications, such as ISO 14001. This demonstrates their commitment to sustainability.
  • Sustainable Practices: Ask about their practices, including energy efficiency, waste management, and water conservation.
  • Offsetting Emissions: Consider working with a provider that offsets its carbon emissions through initiatives like tree planting or renewable energy projects.
Additional Tips
  • Minimalist Design: Opt for a clean, minimalist design that reduces the amount of ink and paper used.
  • Double-Sided Printing: Whenever possible, print on both sides of the paper to conserve resources.
  • Local Printing: Choose a local printer to minimize transportation emissions.

By implementing these strategies, charities can significantly reduce the environmental impact of their print campaigns while still effectively reaching their target audience. A climate-friendly approach not only aligns with the values of many organizations but also demonstrates a commitment to sustainability and responsible stewardship of the planet.

Climate friendly campaigns elovate

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Northern Ireland
News & Events CharityeCommerce

Update for shipments from Great Britain to Northern Ireland

15 October, 2024

On 30th September 2024, there were to be new arrangements to the shipment of goods from Great Britain to Northern Ireland under the Windsor Framework.

New Deadline – 31st March 2025

The government has announced a delay to the Windsor Framework giving organisations more time to prepare for the changes. Please click here for more information.

This Framework introduces specific processes and requirements for shipping into Northern Ireland, based on the type of sender you are:

  • Business to Consumer (B2C) & Consumer to Business (C2B): You’ll need to provide a description of the parcel contents, including the number of items and their individual value. We’ll also ask for an ‘Export Reason’ to ensure smooth customs processing and avoid delays or extra charges. For some couriers like Royal Mail and Parcelforce, you may also need to include Tariff Codes (HS Codes). 
  • Business to Business (B2B): Similarly to shipping to Europe, you’ll need to include VAT and EORI Numbers for both the sender and receiver, along with the reason for exporting.

Meeting our obligations

‘We have made a number of system enhancements to accommodate the required changes and are ready for when this goes live’

David Butterfield, eCommerce General Manager

If you are using Elovate for the distribution of your goods and have any questions or concerns, please do not hesitate to contact your Account Manager.

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News & Events CharityeCommerce

Elovate achieves ISO 27001 and ISO 9001 certification

20 September, 2024

Elovate is proud to announce the successful completion of our external audits for ISO 27001:2017 and ISO 9001:2015 certifications. These certifications are a testament to our commitment to data security and quality management.

The external audit team conducted a comprehensive review of Elovate’s processes, policies, and controls for our contact centre operations and web-based order fulfilment services during a four-day assessment at our York and Winsford locations.

What do these certifications mean?
  • ISO 27001:2017 This international standard specifies requirements for an information security management system (ISMS). It ensures that we have implemented robust measures to protect our clients’ data and maintain confidentiality, integrity, and availability.
  • ISO 9001:2015 This standard outlines the requirements for a quality management system (QMS). It guarantees that our processes and procedures are efficient, effective, and consistently meet customer expectations.
Why are these certifications important?

These certifications demonstrate our dedication to:

  • Data security: We prioritise the protection of sensitive information and have implemented industry-leading security practices.
  • Quality assurance: Our commitment to excellence ensures that we deliver high-quality products and services.
  • Customer satisfaction: By meeting and exceeding customer expectations, we build trust and long-lasting relationships.
  • Regulatory compliance: These certifications align with various regulatory frameworks, such as GDPR and HIPAA.

Elovate is dedicated to upholding the highest standards of data security and quality management and we continually invest in our systems and processes to ensure our ongoing compliance and reliability. A heartfelt thank you to our team for their unwavering commitment to delivering exceptional service to our valued clients.

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News & Events Charity

Scottish Fundraising Conference September 2024

16 September, 2024

Come and say ‘hi’ to the Elovate team at this year’s Chartered Institute of Fundraising (CIOF) Scottish Fundraising Conference, taking place in Glasgow between from 24th – 25th September 2024.

Elovate is once again proud to be exhibiting and supporting the two-day event being held at the Doubletree by Hilton Glasgow Central in the heart of the city. The conference will give fundraisers the opportunity to learn about the latest sector trends, best practices, and insights, and to join their fellow peers and suppliers to discuss how best to elevate their campaigns.

“We are delighted to support this fantastic event. It is a great opportunity for us to catch up with our valued existing charity clients, and to meet new charities to discuss how partnering with us can help their supporter engagement and campaign successes.” Scott Gray – Elovate

If you want to learn more about how we can help you achieve your fundraising goals across your fulfilment, digital, payments, or supporter communications, please visit Elovate at our stand or get in touch to arrange a coffee – either in person, or virtually!

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Recruitment at elovate
News & Events CharityeCommerce

Customer Contact Center & Warehouse Staff

4 September, 2024

We are now offering temporary job opportunities with an immediate start at Elovate. Due to peak trading season, we need seasonal staff between now and Christmas for a variety of roles in our customer service teams and fulfilment warehouses.

Charity Customer Service Advisors

Responsibilities:

Helping supporters place orders and responding to queries via email, web chat and telephone. No outbound calling.

Hours:

Hours available from Monday to Friday between 8:00 – 17:30. Fully flexible working patterns are available.

Please contact us at careers@elovate.co.uk for further information.

Warehouse Operatives

Responsibilities:

Picking and packing client orders in our York Warehouse. No experience is required as full training will be provided.

Hours:

Our warehouse opening hours are between 07:00 – 17:00 from Monday to Friday and 07:00 – 15:45 on Saturday and Sunday. We will also extend our opening hours to midnight from October. Fully flexible shifts, full time and part time available.

Please contact us at careers@elovate.co.uk for further information.

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