Client
World Food Programme
Sector
Charity/NGO Multi-channel Multingual
Service
Contact Centre Sourcing
Supporting the global ambitions of WFP to create the first worldwide supporter care team for an NGO.
WFP is the world’s largest humanitarian agency supporting c. 100M people in 80 countries. In 2018 WFP raised over $7bn largely from donor governments, however with a new strategy to develop revenues from private individuals they needed to create a team to manage contacts from them.
Challenge
WFP were looking for an exceptional customer experience partner to become a seamless extension to their Private Partnerships and Fundraising Team who could provide:
- Customer service
- Outbound
- Multi-channel
- Multilingual
- 24/7/365
- Global coverage
- Experience of Salesforce
- Experience of Not for Profit.
Solution
CCP aligned with UN procurement processes, working with the WFP team to understand the requirements and determine partners who could deliver to the specifications. But then handing off at the appropriate points.
Through our Radius platform we were able to quickly identify suitable partners from their capabilities we then used our in-depth experience to vet the list and ensure it was comprehensive.
Outcome
We were able to recommend 3 outsourcers who met the criteria and has the ability to respond in line with the UN Procurement requirements, submissions were reviewed and only partners scoring over a 70% threshold were allowed to progress to the second stage of the process, the final 2 providers both being from the CCP list.
Following selection CCP remained on hand to support questions around contracting. The team was established in 2020, supporting 6 languages and all timezones.
Kate Hearn, Global Supporter Experience Lead, United Nations World Food Programme“I’ll get straight to the point, Customer Contact Panel turned the procurement of our new Supporter Care outsourcer around in a matter of hours. We were in the middle of a procurement process with a shortlist of prospective vendors that would not have been able to deliver the level of global, multi-lingual support we needed to grow our business in line with our new strategy.”
