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Unicef Case Study – Are your outsourced contact centres Premier League? Ours are!

01.08.19

At CCP it’s our job to match people who need outsourced Contact Centres to their perfect providers. Unicef approached us earlier this year to help with their high-profile Soccer Aid charity event and we were only too proud to help.

The challenge

Unicef got in touch with CCP in April 2019 as they needed help finding call centres and volunteers to support incoming telephone donation handling for their Soccer Aid event, which took place on 16 June 2019 at Chelsea’s Stamford Bridge stadium in London and was broadcast live on ITV.

The 2018 Soccer Aid match audience peaked at 6 million viewers and resulted in a huge volume of calls and donations – the organisers were expecting even more in 2019.

The size of the job was not small! In 2018 there were almost 10,000 telephone donations made on the evening of the match, a huge volume in such a short space of time. This is Unicef UK’s most vital source of income, helping to raise the charity’s profile and contributing to the millions of pounds raised to help keep children safe from danger across the globe.

Time wasn’t on CCP’s side as we were only given a matter of days to find call centres with the right level of capacity, who were available to help and then survey them to check that their systems were compatible with BT’s platforms, as BT provided the networks for the calls. This was a huge challenge in such a short time period.

The CCP game plan

We immediately reached out to our network of 84 outsourced contact centres and to any clients with large in-house teams, to set up introductions with the Unicef team and to get the technology surveys completed.

The deadline for the technology compatibility work, to enable the call centres to be able to support the SoccerAid match, was only days away.

With our network of dependable, professional call centres, CCP were able to quickly contact and mobilise people within a very short timescale, putting them in touch with Unicef and BT to ensure that donations would be collected seamlessly and efficiently on the night.

The result – with no extra time!

We were absolutely delighted to pull this very important assignment off, with call centres being signed up and prepared in time for the event. As an extra win bonus, members of CCP’s network have already registered their interest in helping in 2020, taking the headache away from Unicef for next year’s event planning.

Although England’s team lost on penalties in 2019, CCP’s team scored and won with no extra time needed! As a result, Unicef are able to focus on their vital work of helping children throughout the world.

Unicef’s Jim Clements, Director of Soccer Aid, said “On behalf of everyone at Soccer Aid for Unicef, I want to say a massive thank you to the team at CCP for your help in securing call centres to process donations from the UK public during the Soccer Aid for Unicef 2019 match. Your hard work, determination and kindness will help to ensure that children everywhere grow up happy, healthy and able to play.”
We were delighted to have been able to help the amazing team at Unicef and support such a worthy cause.

At Contact Centre Panel, we have built our business on helping brands, businesses and charities to choose their perfect outsourcing contact centre match. Our scientific approach and industry expertise results in long-lasting, rewarding business relationships – watch our short video to see how this works.

If you’d like a free no-nonsense, no-obligation evaluation of your current Contact Centre solution, or just a quick chat about how you could improve things, contact us today:
Phone 0114 209 6120 or email info@contactcentrepanel.com today.

Unicef Soccer Aid

Soccer Aid © UNICEF/ Matas

Learn more about SoccerAid’s tremendous work defending play for every child here.

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