Best-practice telemarketing approach delivers increased donor revenue, promotes service
Swansea, March 12th 2013 – Unity4, the global home agent contact centre outsourcer and technology provider, has been selected as the UK contact centre outsourcer of choice for the Wales Air Ambulance. This partnership comes at a pivotal time for WAA, having just celebrated its 12th anniversary and the launch of trials that could see the lifesaving helicopters flying at night.
WAA Chief Executive Angela Hughes said the partnership was already delivering results. “As a non-government funded organisation, WAA relies solely on charitable giving to keep our helicopters flying over Wales. We chose Unity4 because of their outstanding track record in telephone fundraising for the not for profit sector and their experience.”
Initial results have been beyond expectations. Key to these results is Unity4’s ability to recruit and train highly skilled Welsh-based agents, working from home, in their local communities. Unity4 CEO Dan Turner said he was delighted to be working with WAA and agreed that the home agent model was going to be as beneficial for WAA as it had been for many other UK organisations .“We have recruited and trained a dedicated team of Welsh-based telephone agents, supported by our experienced operator base located right across the UK” he said. “Our Welsh team are talking to the local community, raising donations for a charity that services that community. This project demonstrates how a local person talking to local people delivers results.”
Superior monitoring and quality control capability of Unity4’s contact centre technology is also key to the success of all aspects of the program, which includes new donor acquisition, encouraging continued support from the existing donor base, and the promotion of the vital role of WAA.
WAA launched on St David’s Day 2001 and is an all Wales charity providing emergency air cover for those who face life-threatening illness or injuries. WAA responds to roughly 2000 missions every year, with around 400 of these being for children under 16 years. WAA pilots can have the helicopter airborne within 3 minutes of receiving an emergency call, and reach anywhere in Wales. The charity needs to raise £6 million every year to operate this service.
Unity4 provides contact centre capabilities, from technology to people, at home or in the office, powered by the cloud, driven by innovation. The company has two operating divisions: outsourcing and technology. Unity4 Contact Centre Outsourcing is a leading global outsourcing partner employing over 500 contact centre agents worldwide who are 100% home-based. Unity4 Contact Centre Technology is a cloud-based, pay per use telephony and reporting platform.
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