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Case Studies
federal government case study
The client:
Government body
Industry Sector:
Government
The Campaign:
Public information
The challenge:
Unity4 were engaged by Cultural Partners to undertake a campaign on behalf of a government body. Unity4 was asked to establish and run a multicultural call centre service for a high profile, multi-channel campaign.
Every household in Australia was sent an information pack. Due to the importance and sensitivity of this particular issue, the government body commissioned 32 translated versions of the booklet. Our task was to provide an information and ordering service for the multi-lingual booklets and to develop the database and distribution system.
Methodology
We designed a call centre service that handled 32 language groups, seven days a week. In order to maintain a focus on cost efficiency, an automated message service was included for use in times of low volumes. This system enabled callers to listen to information in their own language and request information. The combination of live answering and automated messaging provided the client with the highest level of service at a realistic cost.
Additional to the inbound service Unity4 was asked to provide a proactive strategy to distribute appropriate language booklets to multicultural organisations, special interest groups, Public libraries, Consulates and Embassies and State and Federal Government offices.
This outbound campaign involved a combination of calling in a specific language as well as in English, and required the sourcing and development of a contact database. This database development was undertaken in real time, and required full data duplication process and update process to be established.
Results
Unity4 designed and implemented this highly complex logistical campaign in under 1 month. Due to the sensitive nature of this program, we are unable to disclose call volumes or the number of requests for information. The service has been in operation for over 6 months and continues at the time of writing.
Contact:
Daniel Turner
Managing Director
Unity4 Pty Ltd
Insurance
Federal Government
Government body
Industry Sector:
Government
The Campaign:
Public information
The challenge:
Unity4 were engaged by Cultural Partners to undertake a campaign on behalf of a government body. Unity4 was asked to establish and run a multicultural call centre service for a high profile, multi-channel campaign.
Every household in Australia was sent an information pack. Due to the importance and sensitivity of this particular issue, the government body commissioned 32 translated versions of the booklet. Our task was to provide an information and ordering service for the multi-lingual booklets and to develop the database and distribution system.
Methodology
We designed a call centre service that handled 32 language groups, seven days a week. In order to maintain a focus on cost efficiency, an automated message service was included for use in times of low volumes. This system enabled callers to listen to information in their own language and request information. The combination of live answering and automated messaging provided the client with the highest level of service at a realistic cost.
Additional to the inbound service Unity4 was asked to provide a proactive strategy to distribute appropriate language booklets to multicultural organisations, special interest groups, Public libraries, Consulates and Embassies and State and Federal Government offices.
This outbound campaign involved a combination of calling in a specific language as well as in English, and required the sourcing and development of a contact database. This database development was undertaken in real time, and required full data duplication process and update process to be established.
Results
Unity4 designed and implemented this highly complex logistical campaign in under 1 month. Due to the sensitive nature of this program, we are unable to disclose call volumes or the number of requests for information. The service has been in operation for over 6 months and continues at the time of writing.
Contact:
Daniel Turner
Managing Director
Unity4 Pty Ltd
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