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Business type

Global charity

Business area

Inbound telephone donation handling – Soccer Aid

“On behalf of everyone at Soccer Aid for Unicef, I want to say a massive thank you to the team at Contact Centre Panel 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.”

Jim Clements, Director of Soccer Aid, Unicef

Client challenge & requirements

Unicef UK got in touch with Contact Centre Panel 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.

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.

Primary objectives

To find call centres with the right level of capacity, who were available to help and who could integrate with their systems.

The client challenges in summary:

  • Needed to source contact centres with the right level of capacity and system compatibility
  • Very short timeframe to source contact centres
  • Limited visibility of the market
  • Lack of outsourced contact centre market experience

We immediately reached out to our network of 100+ outsourced contact centres and to any clients with large in-house teams, to set up introductions with the Unicef UK 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, Contact Centre Panel was 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

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 a result of our work last year, we have been asked, once again, to help Unicef UK.