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Requirement: For two consecutive years (prior to moving in house) provide call centre services for high performing national campaign.
Inbound call handling response to: DRTV, Door Drop and National Press.
In order to achieve best results continuous monitoring of our agents on their upsell success was monitored hourly to strive to achieve the best results for our client. Agents phone lines were therefore routed on a skill based route.
The Children’s Society
Requirement: To provide call handling to support large charity campaign. Angel were one of four outsourced call centres who were initially given an equal split of call routings for the campaign. Due to high and varied demand, it was shortly apparent other call centres were unable to cope, and Angel were given an increased allocation of 64% of calls for the campaign. The charity was extremely impressed with Angel's ability to launch and quickly establish a bespoke package for their requirements. Our success at managing high call volumes whilst ensuring and meeting challenging call conversion targets are met.
Inbound: Call handling from DRTV which had a challenging conversion
Outbound: Business to Business calls to help recruit new business donators and having The Children’s Society as their chosen charity.
IT: Angel were chosen as the data centre for all four call centres to enable payment processing.
Fulfilment: Angel Fulfilment dealt with all fulfilment for the national campaign, carefully coordinating varying promotional material.
“The feedback regarding Angel I have received from the team here working on the campaign has been fantastic. You are occupying a key role in the call centre operation, managing a high percentage of calls and also being the central point of contact for customer services and data management. All measures that we have put in place show that the team at Angel are ‘going the extra mile’ to ensure targets are met. I would once again like to say ‘thank you, and keep up the good work!” – MF, Director of Fundraising and Campaigns
“We appointed Angel along with 3 other inbound call centres to help with our biggest ever fundraising campaign. They were an absolute pleasure to work with and delivered great results - I couldn't recommend them highly enough. Their flexible approach was particularly helpful - taking on more calls to compensate for poor performance in another centre, testing different approaches to improve results, and offering support outside of their original brief. They genuinely went the extra mile for us and we greatly appreciate it!” CC, Head of Direct Marketing
The Salvation Army
Requirement: To provide an integrating call handing, banking and fulfilment operation for a national varying response mechanism campaign.
Inbound: Response to DRTV, Door Drop, National Press and Large scale mailings
Outbound: The Salvation Army in February 2009 began their first ever outbound campaign to stimulate regular giving using Angel Fulfilment Services.
Fulfilment: Angel Fulfilment dealt with all fulfilment for this client including thanking, and mandate processing.
“We appointed Angel following a tender process to manage the telephone response to our Christmas 2008 appeal. They managed all our inbound calls as well as an outbound 'bounceback' campaign. For the first time in five years we ran a TV campaign and Angel handled these calls along with those from all the other channels seamlessly. Christmas 2008 proved to be our biggest ever fundraising campaign both in terms of scope and income raised and Angel played their part in enabling that to happen. They were professional, flexible and supportive at all times and I would strongly recommend them”.
S B. Marketing & Fundraising. The Salvation Army
Paralympics GB
Requirement: To provide call handling and supporter services for the Paralympics GB summer games in 2008. A high profile contract with a fantastic DRTV campaign featuring Sir Paul McCartney. Click to see the BPA advertisement.
Inbound call handling: Handling inbound calls from DRTV advertisements. A popular campaign which was promoted via cinema networks, BBC and media attention.
Outbound call handling: Angel also managed the Supporter Services telephone line. This involved dealing with all supporter service queries relating to direct debit set up and account queries.
Angel Fulfilment Services was responsible for the Supporter Services lines also ensuring the highest level of customer care at all times.
Banking: Angel processed one of payments through integrated merchant bank set up and also direct debit processing.
Fulfilment: Angel Fulfilment dealt with all fulfilment for this client including laser personalisation of direct debit details.
Friends of the Earth
Requirement: To provide call handling and fulfilment for high profile DRTV inbound campaign.
Inbound response to DRTV. Large call spikes were experienced and effectively managed, whilst representing the charity with professionalism and excellent knowledge.
Angel Fulfilment dealt with all fulfilment for this client including shipping promotional items.
Laithwaites Wines
Requirement: To provide call handling for all year round DRTV advertisements.
Inbound: Response to DRTV and Off the Page adverts. Script requires excellent up selling and cross selling to meet challenging targets. The DRTV adverts create large spikes in which we are effectively able to manage. An SMS response mechanism is featured within the DRTV campaign and Angel Fulfilment Services make the outbound follow up call.
“At Direct Wines we take Customer Service extremely seriously. Traditionally all customer interaction has been handled by our in-house team as we have always felt that no one can talk to our customers as well as we do. It was with some level of anxiety that we made a decision to outsource our DRTV activity. We realised that we were unable to cope with the resourcing requirements for good DRTV call handling, so we looked around the market place and selected Angel Fulfilment Services. Angel Fulfilment has proven to be extremely flexible and accommodating and the team have reacted swiftly to sudden changes in demand. We set tough targets for upselling and cross-selling all of which are consistently beaten. Angel are a pleasure to work with, and I am happy to say that they take our Customer Service every bit as seriously as we do.” V S. Head of Customer Communications, Laithwaite Wines
