World Food Programme
Client

United Nations – World Food Programme

Business type

Not for profit

Business area

Multi-channel & multi-lingual customer service plus outbound

“I’ll get straight to the point, Contact Centre 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.”

Kate Hearn, Global Supporter Experience Lead, United Nations World Food Programme

The World Food Programme (WFP) is part of the United Nations and is the world’s largest humanitarian agency. Currently, the WFP is helping almost 100 million people in over 80 countries with food and other assistance. In 2018, WFP raised more than $7 billion largely from donor governments. The agency is 100% voluntarily funded by governments, the private sector and individuals.

Client challenge & requirements

WFP raises funds from their supporter base during sudden onset emergencies (e.g. natural disasters or conflict), they need to be agile and quick to market in order to raise the funds needed to support their work during these crises. The first National Government Organisation (NGO) to market, also tends to be the one who raises the most. As a result, WFP was looking for an exceptional customer experience partner to become a seamless extension of the Private Partnerships & Fundraising Team (PPF). Their selection criteria included several pre-requisites and additional bonus extras.

Prerequisites

  • Exceptional customer service
  • Able to deliver soft outbound at scale
  • Multi-channel
  • Multi-lingual
  • 24/7/365
  • Multiple time zones
  • GDPR compliant

Extras

  • Experience of Non for profit
  • Knowledge of Salesforce and Service Cloud
  • Industry standards and accreditations

The prerequisites were challenging but due to the scale of the Contact Centre Panel network not impossible.

Solution

Contact Centre Panel dovetailed into the United Nations’ procurement process, working with the team at WFP to understand the requirements and identify potential global outsourced partners who were able to deliver against their specifications. It was vitally important that we adhered to the United Nations’ process of ensuring total confidentiality and impartiality.

We have a network of over 100 audited outsourcers. To identify an initial list, we inputted WHF’s requirements into our Radius application, which uses algorithms to identify suitable outsourcers from their capabilities. We then used our in-depth market experience to vet the list, ensuring it was comprehensive.

Outcome

As a result, we were able to recommend three outsourcers who met the right criteria and had the ability to deliver a response within the timelines as set out by UN procurement.

The United Nations work to an extremely strict and rigorous process, involving key stakeholders within United Word Food Programme, scoring all submissions against their defined matrix. They then met in Rome to individually present their scores. To go through to stage 2, outsourcers had to score over 70%. Out of all the outsourcers the only two to progress to the final stages were two of the three Contact Centre Panel had put forward. These two outsourcers were then re-evaluated and scored against a separate set of criteria. As a result, an outsourcer was selected.

In addition to aiding the process of selection, Contact Centre Panel has helped WFP with contract negotiation, set up and go live.

Client comment:

“I’ll get straight to the point, Contact Centre 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. We had what felt like hours to review and shortlist a new set of outsourcers that could meet a number of critical requirements, all key to the delivery of our new private sector growth strategy, and get the procurement process back on track.

Not being familiar with the outsourcer business, the Contact Centre Panel team guided us through the whole process. They were quick to understand our specific scope of service, paying particular attention to our global footprint and associated language requirements. They introduced us to a handful of carefully selected outsourcers, all of which met the needs of our business and delivered numerous elements of added value. Having choices when selecting a partner for our business felt like a luxury considering the position we had found ourselves in prior to meeting Contact Centre Panel. They recognised, in particular, the needs of an organisation experiencing rapid growth, and in the end, helped us select a partner that could not only deliver our core service and grow with us but transform it in terms of revenue and experience offered. Their support did not stop once the tender process was over, their involvement has extended through to contracting and into onboarding.

They care about bringing the right organisations together and their due diligence extends right through to making sure the foundations of that relationship are solidified and set up for success. We cannot thank Contact Centre Panel enough for their support, guidance, and being available as and when we’ve needed them.”

Kate Hearn, Global Supporter Experience Lead
United Nations World Food Programme