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World Vision is a Christian relief, development and advocacy organization dedicated to working with children, families and communities to overcome poverty and injustice. World Vision partners with many talented individuals and groups to help sponsor children and raise awareness about poverty issues. |
| Client: | World Vision Canada |
| Industry: | Charitable Organization |
| Project: | Design & Implementation of Multimedia Call Centre |
| Services: | Business Process Analysis, Project Management, Design, Implementation, Integration, & Support |
| Objective: | Implemented VOIP based Enterprise & Contact Centre Solution with the ability to provide excellent service to its Donors, while managing both inbound and outbound calling programs. Aim was to enhance and improve market perceptions and customer service capabilities. |
| Solution: | CIC Inbound and Outbound Dialing, Virtual Contact Center across Quebec and Mississauga, ACD Skills based routing, Recording, Faxing, Quality Management, Scoring Queuing voice calls and emails interactions to agents, VOIP Implementation, Remote Agents , Voicemail and Unified messaging with Lotus Notes & Exchange, PCI compliant recordings with a fully redundant environment. |
| Result: | Efficient and cost effective way of managing donor / sponsor contributions, resulting in Increased Revenues and Enhanced Customer Service Standards. |
