Southwest Indian Foundation – Call Center Services Case Study: Doing Well by Doing Good
For six years, OnBrand24 has played an important function in support of the Southwest Indian Foundation ’ s dual mission : put up influence opportunities for native peoples and raising funds for native american charities and residential district organizations .
Located near the Four Corners of Arizona, Utah, Colorado and New Mexico, SWIF ’ s mission is to lessen poverty among 350,000 members of the Navajo, Zuni, Hopi, Laguna, Acoma, and Apache tribes. last year, SWIF raised $ 14 million .
OnBrand24 handles inbound calls from SWIF supporters who wish to make donations adenine well as customers of SWIF ’ s Indian Craft Catalog, an exit for jewelry, blankets, clothing and gifts made by 4,000 native peoples who live in the Four Corners area .
Catalog sales tax income is used to pay the native american artisans who made the items and to help fund SWIF philanthropic projects. These include school grants and individual tuition aid, homes for clobber women and children, home repair and forest stave facility, Christmas food baskets for needy families, substance mistreat guidance, and hand brake aid in the areas of food, invest, heating fuel, and irregular protection.
When SWIF, which employs 70 full-time native american staff people, closes its in-house customer service center for the day and weekend – or when customer call option volume peaks during the vacation menstruation – OnBrand24 name center services take after-hours and flood calls. The outsource call center handles approximately 250,000 calls and transactions per year .
The manner those calls are handled is unusual .
“ We ’ ra not just peddling products, ” said William B. McCarthy, Executive Director, SWIF. “ We regard our customers not as buyers but as donors, as people who want to not only purchase catalog items but besides help native peoples. So we worked with OnBrand24 on a customs call center services program that treats each caller with esteem and patience. For us, time is not of the effect. We want each caller to realize how much SWIF appreciates their support. ”
To support SWIF ‘s customer relationship strategy, OnBrand24 violates some basic visit center services performance principles. Rather than processing the largest sales order in the fastest time, the goal is making each caller feel like a valued friend of native peoples .
If the caller wants to peruse a rate of catalog items, the OnBrand24 agent has been trained to patiently discuss alternate items while the caller comes to a decision.
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If the customer wants to chat about previous catalog orders, former SWIF donations or visits he or she has made to native american reservations, that ’ s fine excessively .
“ OnBrand24 has been very ace at understanding our brand, our culture and our approach to customer and donor relations, ” said McCarthy. “ They have exceptional people skills, and they systematically provide a warm and welcoming customer service feel. OnBrand24 is the first line of communication for our supporters, so they are in a critically crucial character. ”
Customizing an inbound customer service program that reflects the client ’ sulfur post and market strategy is a key reason OnBrand24 clients stay with the call center services company an average of more than five years .
“ We strive to become a calculate extension of our client ’ s inner sales team, and we ’ ve done that with SWIF, ” said Mark Fichera, CEO of OnBrand24. “ The singular approach path we take for SWIF calls best supports their fund-raise objectives. We are gallant of our contribution to SWIF ’ s support of native peoples. ”
Another OnBrand24 advantage : scalability.
SWIF call volume varies greatly depending on the time of class. Roughly half of indian Craft Catalog sales happen between October 15 and Christmas, and OnBrand24 scales up SWIF program staff resources accordingly .
In accession, OnBrand24 maximizes SWIF ’ s ROI with its “ time-on-task ” bill social organization, in which SWIF only pays for the time agents are on the telephone with SWIF customers. There is no charge for idle fourth dimension or fresh resources .
McCarthy explained that “ the merely thing we ask OnBrand24 to do fast is answer telephone calls within three rings and keep bear times to a minimum. They do this very well. I can ’ thymine imagine running our donor and catalog operation without them. ”
