How cloud contact centers helped an NGO improve their calling

4 mins read

The social service sector in India includes a vast range of organizations and initiatives. These groups work to solve social problems and make communities better. This includes non-profit organizations, non-governmental organizations, charities, and government-run programs.

The sector focuses on various issues like education, healthcare, poverty alleviation, women's empowerment, child welfare, and environmental sustenance. Many organizations work towards achieving social equality and justice. Their efforts are vital in improving the lives of millions of people in India.

What were the client’s requirements

Our client, a social service organization working nationwide, was in search of a cost-effective communication solution to resolve internal challenges and enhance their outreach. They needed a system to handle incoming calls from potential investors and donors and support their outreach efforts.

Other than that, their remote teams needed a solution that could enable better collaboration and efficient operations management.

Solving communication challenges with cloud telephony for the NGO

Acefone’s cloud contact center solution seamlessly integrated into the NGO's communication system to give them a centralized platform for managing multiple communication channels. The calling solution efficiently handled high call volumes through intelligent call routing and IVR.

The contact centers simplified collaboration among remote teams, enabling them to share information, assign tasks, and track progress in real-time. This way, our client was able to enhance efficiency, manage stakeholders better, and achieve their milestones.

Popular Cloud Contact Center Solution Features

Automatic Call Distributor

The ACD helped our client route calls from benefactors and customers to the best suited agents.

Interactive Voice Response

The IVR menu helped callers navigate through the services and connect with the required department.

Voice API

Our voice API service enabled our clients to call multiple benefactors and potential clients simultaneously.

SMS API

With our SMS API, the client was able to send information via texts to multiple contacts at once.

Predictive Dialing

Our client could upload the numbers of only the genuine leads ensuring that all calls made were meaningful.

Call monitoring

Call monitoring enabled supervisors to track calls and evaluate their agents’ performance in real time.

Call recording

Managers could review the recorded fundraising calls to help identify areas for improvement.

Group Calling

Group calling gave the client a convenient way to conduct group calls without taking too long to set up.

CRM Integration

Our integrations helped the client to fetch the data of the donors to run fundraising campaigns.

Real-Time Analytics

Real time analytics provided the client with insights into key metrics like call volume and conversion rates.

Benefit of Cloud Contact Center Solution that the client experienced

Our client benefited immensely from the solution we provided. Some of the top benefits they saw were:

Cost-effectiveness

It was crucial for our client to frequently communicate with donors, potential partners, and other charities. Cloud-based calling through our contact centers significantly reduced costs, allowing them to make as many calls as necessary.

Scalability

The ability to quickly scale their business operations with our solution helped the client secure funding and expand or downsize their operations as needed. With cloud telephony, they could make these changes within a few hours.

Improved Internal Communication

With the help of our easy-to-use platform, the client could communicate effectively within the organization. This removed the need to frequently train their staff to understand new technology.

Remote Working Capabilities

The NGO employees often had to visit potential and existing donors. Our solutions allowed them to access data and manage calls even while they were on the move. All their staff needed was a desktop or a smartphone.

Organized Fund Management

Using our contact center solution, the client could manage call costs and store donor information that other authorized team members could access. This helped iron out any gaps in fund raising when accounts shifted between employees.

Conclusion

Cloud contact center solutions allowed our NGO client to take a digital-first approach that could still incorporate the necessary personal touch. This combination helped them tailor their communication to different types of audiences and deliver exceptional customer service.

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