Get to know our inspirational contact centre team

Our core business is the processing and banking of donations. Whether these come in the post, over the phone or via the web we handle on average £100m in donations per year in a completely secure and compliant environment. Our technology and processes mean we can bank your funds within 24 hours of receipt. We value every single donation just as much as you do.

Inevitably there will always be a need to react swiftly when a national disaster or emergency occurs, not just to help save lives but to help those who have been rescued. We take this service extremely seriously, offering an ‘all hands on deck’ approach that is revered by many charities.

Trust Valldata to be the power behind your good cause.

We understand the value of a long-term supporter or customer and are experienced in providing membership services to not for profit organisations. From online registration screens to welcome packs to reactivation calls to lapsed segments we can help to manage your membership activity from start to finish.

Using bespoke screens created for you we can process virtual gift orders on your behalf and with our renowned experience in this field you can rely on us to ensure your supporters are kept up to date with their donation.

Event management can be complicated. That’s why our clients benefit from our ability to create innovative and custom-designed web pages and contact centre screens that provide accurate information quickly. We can handle event booking, registration, ticketing, queries and waiting lists. We can produce and provide event packs and send out related materials and we can process and bank sponsorship money raised – ensuring you gain maximum return from your investment and your event runs smoothly.

We know these types of funds inevitably require a very specific type of handling – and we’re sensitive to that.

At the same time, we know they also have significant capacity to raise more funds, and create new supporters for your charity.

We’ve been handling major UK tribute funds for many years – and with great success.

More and more charities are recognising the positive impact of Gift Aid, and we’re set up to manage that.

We work with HMRC, providing a thorough and comprehensive solution that covers document management, data auditing and up-to-the-minute advice on making Gift Aid work for you.

We’re also fully-compliant with all the necessary auditing requirements.

Whether it’s a postal, online or multi-channel delivered raffle campaign we are an experienced and licensed raffle management company.

We can build bespoke web pages and run a contact centre making it easy for supporters to get involved and giving them a choice over how to purchase tickets. We provide ways for them to request raffle books and we field queries, enabling swift ticket purchasing and raffle donation collections.

From ticket allocation and distribution to processing responses through to the draw itself we can manage all aspects of your raffle campaigns safely and securely and within the guidelines provided by the Gambling Commission.

When a loved one is lost it’s comforting to dedicate a donation in memory of that person.

We understand the sentiment behind this type of donation and as always will handle the transaction with sympathy and sensitivity.

We like to make giving as easy as possible for supporters – using payment platforms that are completely secure and benefits-driven.

We know from experience that making the process informative and inspiring really motivates prospects to leave a legacy.

Lotteries are a great way to engage supporters in a regular donation programme. We can set-up and manage lotteries via online, telephone or post

Our integrated online payment portal handles debit and credit card transactions securely, as well as direct debit payments.

We also offer integrated payment termination portals for raffles and lotteries, and campaign-specific portals for dedicated payments.

We are the only provider in the UK currently running an integrated payment processing platform that combines direct debits and one-off payments seamlessly providing enhanced supporter management.

We know the charity sector inside-out, so no one's better equipped to deliver online solutions that generate desired responses quickly and effectively.

We create a wide range of bespoke landing pages for the many different donation processes, such as:

• Campaign Specific asks
• Raffle & Lotteries
• Tribute Funds
• In memoriam
• Account based applications

Whether it's a bespoke online response form, an intelligent landing page, or something completely new, we'll make it happen – always ensuring the end-result is user-friendly and drives supporter loyalty.

If you don't have your own web server, we have the capacity to provide that for you. Our web site hosting service offers three types of hosting:

• Shared Web hosting, where a large number of web sites are typically housed on the same server.
• Dedicated Web hosting, where an entire server is leased and reserved for a single web site.
• Virtual Private Server hosting, a mix of the first two options where a web site is hosted on its own virtual server.

Whatever your hosting requirements, we have a solution that will fit your needs.

Our campaign dashboards provided through our 'Engage' internet based software platform, enables you to view the performance of your campaign against pre-determined metrics 24 hours a day, 7 days a week.

We’ve developed a fully-auditable system that tracks and monitors payments and ensures they’re delivered to you as quickly as possible. We know that every donation counts.

We have been an approved BACS Direct Debit Bureau since 2000 with extensive experience of managing and processing direct debits for a number of existing clients.

Direct Debit Instruction details can be captured online and then processed and authorised via BACSTEL IP. Advance direct debit notifications can be sent via email or post to supporters.

We’ve developed a fully-auditable system that tracks and monitors payments and ensures they’re delivered to you as quickly as possible. We know that every donation counts.

Increasingly, supporters are choosing to make donations online. So we've invested in technology platforms that are completely secure and able to channel authorised funds into your account immediately.

Our in-house software is integrated with one of the UK's leading payment processing software providers who are fully PCI compliant, including address verification and 3D Secure processing when required. Funds are deposited directly into your merchant account, and we can set up and fully test as many Merchant IDs as you need within a maximum of two weeks.

We can process Charities Aid Foundation (CAF) cards online for you, giving your supporters another choice of payment method. Flexible options mean faster payments.

Our bespoke e-mail communication platform use all our offline intelligent fulfilment techniques in the online world. You can now thank supporters directly with the highest level of personalisation. We also handle the process from start to finish – saving you time while strengthening supporter loyalty.

• Abandoned transaction e-mails
• Declined transaction e-mails
• Electronic advanced notification
• Thank you acknowledgments

We thrive on the delivery of management reporting and understand this important function enables you to understand the campaign metrics and track campaign performance.

We offer as part of our standard service an on-line system "Engage" which contains reporting, supporter look up and an image/transaction retrieval tool that covers all of the management reporting we know you'll need, as well as other data mining capabilities based on the responses that have been processed.

Engage can be used not only for query handling and retrieval of contact and transactional information, but also for the input of donations and direct debits, securely, online from your head office, via a secure site with secure login and user identification.

As part of the ‘Engage’ platform our Dynamic Analysis Tool (DAT) provides a powerful analysis function that enables users to analyse data held in the system using any number of variables.

It’s a flexible system that can be tailored to your needs, and we update DAT daily to reflect up to date processing volumes.

Not only does this tool enable campaign reporting, it can also be used for financial reconciliation and the measurement of Service Level targets and invoicing reconciliation.

We offer full training prior to the system go-live date.

Successful telemarketing supports and enhances your campaign by delivering results with a flexible and adaptable approach. It is market intelligence with a difference because we have the ability to build bespoke screens that load data specific to your needs, such as supporter status, geographic analysis and many more.

We believe this technically based marketing delivers an effective and productive return on your campaign, making your cause more profitable.

Our bespoke contact centre screens ensure all incoming queries and outbound requests are processed efficiently through the utilisation of data driven screen and script popping.

This ensures that all calls are dealt with effectively and always treated with respect.

Our friendly approach is underpinned with rigorous training to ensure every call is intelligently handled.

Each call our contact centre receives or makes to process a donation, is handled securely and each detail is verified. We value every single donation just as much as you do.

Direct Debits are efficiently processed and authorised via BACSTEL IP. We also know how important it is to keep your supporters informed at all times too, which is why we also handle advance direct debit notifications.

Supporters still value being able to talk through a donation over the phone. That’s why our highly trained contact centre team is ready and waiting to advise and handle transactions that are completely secure, channelling authorised funds into your account immediately.

Utilising the latest technology we are able to ensure that no credit card details are handled by our agents and the supporters payment details are kept entirely secure.

We take every opportunity to retain and improve the relationships you have with your supporters. Our contact centre team work tirelessly to encourage reactivation of supporter accounts but always with respect and always aligned with your cause and its values.

We’re proud of our response rate to any e-mail request or query, quickly making contact either by reply or over the phone, and always ensuring every detail is addressed to ensure wherever possible first contact resolution.

A follow-up call to a supporter after they have made a donation is an important part of the vital supporter service we provide, adding a personal touch that keeps your supporters feeling valued, whilst at the same time chasing up the return of a donation form or raffle tickets.

We aim to create a long standing relationship with supporters who will be happy to continue donating to your cause whilst saving you time.

Our Welcome calls are to supporters who have made a donation and we manage to convert it to a continual donation via Direct Debit.

As part of our contact centre service, we handle rejected data that has been received, such as payment details, personal information and also missing data.

Often a quick call will resolve the situation and keeps the momentum of the campaign flowing.

Our sophisticated data management controls pick up mistakes immediately, allowing our team to quickly take action.

The conduct of a lottery that the public can take part in is highly regulated and we understand the complex web of legal requirements involved. Yet charity raffles can prove to be very profitable and popular.

Our team will approach both current and potential supporters on your behalf to buy or sell raffle tickets.

House to house (H2H) campaigns require dedicated organisation of committed supporters. Requesting supporters to collect donations from house calls is second nature with our team, and using our experience in this arena we have achieved great success for charities.

We know it’s vital to get supporter’s to follow through with what they have promised, and the results we help you achieve are hassle free, productive and rewarding campaigns, run for you, by us.

Using our sophisticated contact manager system enables you to easily store and find contact information, such as names, addresses and telephone numbers.

It’s vital to gain instant access to this important information, and we also provide reporting functions so you can keep informed and up to date with your data at all times.

Our dedicated team of operators are fully trained in the use of contact manager, ensuring any specific functions you have requested are created, whilst managing and amending your supporter’s data along the way.

To make the most of data captured our data experts constantly look for hidden patterns that can be used to predict future campaign performance, discovering previously unknown relationships among the data.

This information can be used to target telemarketing calls to gain maximum return.

We utilise a tele-appending system that enables us to append telephone numbers to name and address details, which means you can access more information from our data.

We also TPS cleanse all data, ensuring any reports provided are accurate and complete.

Using bespoke screens either provided by you, or created for you, we can process charity branded product orders on your behalf, helping to increase awareness of your cause and enhancing your campaign by providing alternative options for donations.

The Dynamic Analysis Tool is a powerful analysis function enabling users to cross-tabulate against any variable held in the system on an ongoing basis. Analysis can be drilled down as far as seeing how much revenue can be expected to be collected from direct debit payments in the future, based on the instructions that have been set up.

The online reporting tool is accessed via the internet via a secure site with secure login and user identification.

Not only does this tool enable campaign reporting, it can also be used for financial reconciliation and the measurement of Service Level targets and invoicing reconciliation.

Full training is provided prior to the system go-live date.

DAT is updated daily overnight so that figures reflect up to date processing volumes.

Post is delivered into our secure and monitored response handling area via Royal Mail from 7.30am each day.

The mail is sorted and counted beginning the audit trail that we report to you on a daily basis.

Our post opening machines log the individual job number and envelope count. Next the mail processing teams sort the responses into batches by payment type. We print batch headers with a barcode that holds key information to improve the speed and efficiency of processing.

The supervisors combine these batches into runs for scanning and log runs onto the SLA system.

Scanning is an area where we continue to invest significantly to enable us to maintain the highest level of processing and integrity for all types of donation documents.

We utilise a large range of the latest scanning equipment:

• 3 x Banctec Docuscan 9000
• 3 x Panasonic KV905 drum scanners

Our hourly scanning capability is in excess of 40,000 documents per hour, and we are able to scan to 300 dpi and in full colour.

Scan control software ensures that every batch is scanned correctly, and each document is assigned an audit number, so that our skilled operators can validate the correct number of images have been scanned.

A key element of our audit trail includes this allocation of a URN to each document and payment device, which enables reconciliation and image retrieval should that be required at any time.

The value of the data captured cannot be underestimated. It is here that clients reap the rewards from our core skills and competencies in data management.

We effectively turn paper based information into electronic data which can be used time and again to analyse campaign performance, to maximise future campaigns and to manage supporter relationships.

Data capture is usually performed on all mail received relating to client campaigns, gift aid returns and warm goneaways as well as any other formats associated with data collection.

To provide the level of accuracy expected we utilise a combination of Optical Character Recognition (OCR), Optical Mark Recognition (OMR) and KFI (Key from Image) software.

Linked into all our systems is QAS pro and bank validation software, which enables us to validate all financial details and perform address management at capture level.

We assure a 99% accuracy guarantee on all data that we capture.

After scanning, all non-cheque images get passed through a system of form recognition.

We use this system prior to a campaign starting to create key points that are standard across the donation handling process, we then ‘zone’ the form to enable operators to zoom into these key areas automatically.

Through using form recognition we are able to ensure speed and total accuracy throughout the process.

Our unique cheque streaming system separates the cheques for immediate banking, enabling cheque donations to be processed securely and paid into your bank account within 24 hours of receipt. We can process up to 2,000 cheques in a single run.

Cheque donations are batched separately in runs including up to 2,000 cheques.

Our scanners use MICR recognition, which enables us to capture and store the Cheque Number, Sort Code and Account Number for each cheque response.

This saves vital data capture time, and if we receive multiple donations against a single donation form, it’s all assigned a common audit number.

Optical Character Recognition (OCR) allows us to electronically capture specific pieces of information and data.

The OCR software for cheque processing (which is the same software employed by banks) will rate how confidently it has read the value from each cheque and we look for a confidence rating of 81% or above.

Any cheques not verified are referred to our Banking Team for on-screen verification, prior to being released for banking.

Optical Mark Recognition (OMR) is used to highlight specific data within large volumes of information.

This scanning technology can recognise targeted data to significantly reduce data handling time, and ultimately response time.

Every day our mail processing team receives thousands of donations from supporters. Each donation is handled securely, with every detail being verified and validated before being processed and banked to ensure the donation value matches the data.

We value every single donation just as much as you do.

All physical monies are banked directly into your bank account.

Credit/Debit cards are processed electronically on a daily basis.

Cash is banked locally on a daily basis via G4S.

Cheques and Postal Orders are sent direct to the your clearing house via G4S each day prior to datacapture.

CAF vouchers/cards are sent by 1st class post to CAF house on a weekly basis.

Other charity vouchers are despatched to the appropriate destination once processed.

We have been an approved BACS Direct Debit Bureau since 2000 with extensive experience of managing and processing paper direct debit instructions for a number of existing clients.

We first batch and record the total of the Direct Debit Instructions (DDIs) value using the instalment amount, which enables total amounts to be reconciled and balanced prior to processing.

We always build a DDI lead time into the processing system to ensure that DDIs are not able to start being claimed upon until the donor has received their advance notice letter and the DDI notification record has been sent to BACS.

Once this has been done we then reconcile records with the BACSTEL-IP submission summary.

We ensure these transactions are handled in a secure environment, quickly channelling authorised funds into your account.

For processing credit/debit cards we have our own in-house software provided by Commidea, one of the UK’s leading payment processing software providers who are fully PCI compliant.

All credit/debit card details are passed to the Commidea system which obtains immediate authorisation from your own acquirer organisation. This authorisation code (or declined reason code) is then stored against the individual transaction.

We can accommodate as many Merchant IDs as required and can be set up and fully tested within a maximum of two weeks.

The credit card number is read by the OCR software and validated before being removed from the stored image to ensure complete PCI compliance. The data is translated into a Vault ID. Once stored in the Vault, all CC numbers are deleted, in accordance with PCI requirements.

Charities Aid Foundation (CAF) card donations are a popular choice with many supporters. We can process these for you as standard through our mail processing centre.

Charity voucher donations are despatched to CAF on a weekly basis (or more frequently if volumes are sufficient). Such income is held within our database as "pending funds”, however, once a remittance advice is received along with the appropriate credit into the bank account, the donation is swiftly processed and we can then generate a report validating funds received. Because we understand the challenges involved we’re able to provide an end to end reconciliation process, not just for CAF but for other forms of charity voucher as well.

Valldata are also able to handle the reconciliation of CAF payments to your database

Every day our mail processing team receives thousands of donations from supporters. Each donation is handled securely, with every detail being verified before being processed and banked. We value every single donation just as much as you do.

All physical monies are banked directly into the client’s bank account. This is done promptly and securely.

Cheques and Postal Orders are sent direct to the clients clearing house via Securicor/Loomis each day prior to datacapture.

After data capture all batches are checked to ensure the batch value matches the total value of the response forms captured. This enables the system to validate that the batch amount and the details have been keyed correctly. If the values do not balance, then this batch is escalated to the supervisor who will manually check the amounts and the forms and correct as required.

Every day our mail processing team receives thousands of donations from supporters. Each donation is handled securely, with every detail being verified before being processed and banked. We value every single donation just as much as you do.

All physical monies are banked directly into the client’s bank account. This is done promptly and securely.

Cash is banked locally on a daily basis via Securicor/Loomis.

After data capture all batches are checked to ensure the batch value matches the total value of the response forms captured. This enables the system to validate that the batch amount and the details have been keyed correctly. If the values do not balance, then this batch is escalated to the supervisor who will manually check the amounts and the forms and correct as required.

Our supporter teams have an overriding objective: to keep your supporters committed to you.

And one of the most effective ways to do this is to provide highly personalised thank you letters, which we print in house.

We take pride in operating an intelligent fulfilment and dynamic thanking procedure which means we are able to take the most personalised and tailored route possible when welcoming and thanking supporters.

We work with the Royal Mail Online Business Account which means each individual client is set up on the Online Business Account for easy billing options.

Our print facilities and fulfilment team can provide a completely tailored approach to any event or campaign.

Our supporter service team take a hands on approach to preparing packs for your supporters and organisers, because we care too. So whether it’s an invitation to attend an event, a campaign pack, membership pack or even a letter of thanks, just let us know and we’ll be delighted and proud to help.

We can also fulfil merchandising , questionnaires and event materials as required.

Why not talk to our Client Services team about your individual campaign requirements. We have the knowledge and expertise to fulfil any request.

We thrive on the delivery of management reporting and understand this important function enables you to understand the campaign metrics and track campaign performance.

We offer as part of our standard service an on-line system 'Engage' which contains reporting, supporter look up and an image retrieval tool that covers the majority of management reporting we know you’ll need, as well as other data mining capabilities based on the responses that have been processed.

'Engage' can be used not only for query handling and retrieval of contact and transactional information, but also for the input of donations/direct debits.

This online reporting tool is easily accessed via a secure site with secure login and user identification.

As part of the 'Engage' platform our Dynamic Analysis Tool (DAT) provides a powerful analysis function that enables users to analyse data held in the system using any number of variables.

It’s a flexible system that can be tailored to your needs, and we update DAT daily to reflect up to date processing volumes.

Not only does this vital tool enable campaign reporting, it can also be used for financial reconciliation and the measurement of Service Level targets and invoicing reconciliation.

We offer full training prior to the system go-live date.

Once the data capture is complete it is exported to your database along with all associated images, making it instantly available in-house or remotely via secured login.

Any associated images will have credit card numbers blocked out for total PCI compliance, and any hard copies are securely stored within our warehouse, for future reference.

You’ve worked on creating an effective campaign, and you already have a database of existing supporters.

Our first task is to ensure the data is correct, and update any essential information, so you can rest assured that your campaign is targeted to the right audience. Partnering with you to meet your needs.

Each donation is handled securely, with every detail being verified before being processed and banked. Because we value every single donation just as much as you do, we believe our data capturing processes are second to none.

As an authorised BACS Bureau we are able to ensure that your end to end direct debit processing is managed efficiently and securely. We can provide a full managed service or component parts of the direct debit process.

Each donation is handled securely, with every detail being verified before being processed and banked. Because we value every single donation just as much as you do, we believe our data capturing processes are second to none.

We ensure the data captured with these transactions is handled in a secure environment, quickly channelling authorised funds into your account.

Our sophisticated online contact manager systems - Valldata ‘Engage’ enable you to process payments, retrieve donor contact information, view transactions & associated electronic imagery as well as providing reporting through our Dynamic Analysis Tool – DAT.

Accessible 24/7 this is your window into our business.

Keeping data clean is never a straightforward task. Millions of people change address every year and through our data cleansing tools, we are able to provide you with data hygiene reports on a quarterly basis, free of charge.

We process over a million pieces of returned mail every year and ensure that these are recorded efficiently and effectively on your database to ensure that direct mail wastage is kept to a minimum.

We are able to provide updated and enhanced data to your organisation to ensure that you can re-activate and continue communicating with your donors.

Over the years, data capture methods have shifted towards capturing information from scanned image rather than directly from traditional paper forms or documents. This not only makes the capture process more efficient, but also facilitates archiving of those documents digitally within a document library of images.

As part of our mail processing solution, all scanned images are archived into our Image Library, and are indexed to enable retrieval by any of the information that’s captured from the document (eg Unique Reference Number, Date, Name, Address etc). We can provide online retrieval of these images directly to our clients.

In addition to mail processing, we also offer a ‘bulk’ scan, capture, index and archive service, where your historical physical documents can be translated to digital imagery, and made available online – or – supplied back to you, in bulk, appropriately indexed and ready to search.

An example of this service could be used for scanning historical Gift Aid declarations into an image library, ready for indexed search and retrieval in the case of audit.

Data analysis (or interrogation) is an important process we use to evaluate data to provide logical solutions.

Our data analysts are experts at translating data into knowledge you can use, to capitalise on your campaign; trust Valldata to work with you to deliver.

We are able to provide campaign metrics, churn analysis, and also how your campaigns are performing against the industry standard.

With over 70,000,000 data records available for analysis, the output is incredibly robust.

We are often required to work with 3rd party suppliers across the industry. This involves ensuring the data files received are managed and processed effectively prior to fulfilment and transmission to your database.

With the volume of data we process both paper based and electronic, this needs to be stored securely and effectively for instant retrieval.

With our bank of servers virtualised, we are able to cope with significant volumes of data storage and archive.

Alongside the data storage we have extensive warehouse and archiving facilities enabling us to retrieve original documentation where necessary.

That’s why we offer this function, for short or long-term storage, and for your complete back-up.

Sometimes your most valuable asset is sitting right under your nose.

This is why Valldata ensure that we can notify you of high net worth individuals who reside on your database, through the use of specific data sources we are able to pinpoint these individuals giving you the power to raise more vital funds.

We have taken this intelligence product even further and introduced it into our standard process, so we are able to notify you at source if you have been successful in acquiring a high net worth individual and these individuals can then be treated in a bespoke manner.

The Dynamic Analysis Tool is a powerful analysis function enabling users to cross-tabulate against any variable held in the system on an ongoing basis. Analysis can be drilled down as far as seeing how much revenue can be expected to be collected from direct debit payments in the future, based on the instructions that have been set up.

The online reporting tool is accessed via the internet via a secure site with secure login and user identification.

Not only does this tool enable campaign reporting, it can also be used for financial reconciliation and the measurement of Service Level targets and invoicing reconciliation.

Full training is provided prior to the system go-live date.

DAT is updated daily overnight so that figures reflect up to date processing volumes.