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Case Study 1

Overview

A highly-respected, worldwide non-profit organization needed a reliable and effective contact center that specialized in customer service core competencies that included inbound call processing, literature fulfillment and customized reporting to meet its needs.

Solution

Our team empowered an agent team, which had extensive experience handling non-profit clients and excelled in processing inbound calls and seamlessly interfacing requests with Greenwood & Hall’s back-end fulfillment group.

Greenwood & Hall handled a variety of inbound for-profit partner phone calls during the campaign, processing orders, providing promotion specifics, fulfilling on literature requests from our own warehouse and preparing and delivering frequent customized reports.

Benefits

Greenwood & Hall provided needed capacity by handling nearly 2,500 inbound calls and fulfilling orders for over 175,000 literature pieces during the two-month Cause Marketing project. In addition, Greenwood & Hall achieved high service level grades through its proven track record and customized solution resulting in effective call handling and cost-reduction for the Client.

Collected funds were distributed to the communities in which specific sales took place by the national home office for this respected, worldwide charity and Greenwood & Hall Client.

Case Study 2

Overview

One of the largest global non-profit organizations needed to find a contact center to process calls on its toll-free line with a strict requirement for little or no room for error. This line can receive tens of thousands of calls per day with little to no warning following disasters and is the Client’s main point of contact with the public. The Client needed to find an organization that could effectively handle hundreds of calls per day on a normal basis while being able to handle up to 70,000 calls per day immediately following a disaster. While this Client had worked with many of the largest call centers that had the necessary capacity, they were never able to find a company that could effectively handle their volumes and provide the type of management response of Greenwood & Hall.

History

Since 2000, Greenwood & Hall has exclusively handled calls for this highly-respected non-profit organization.

Benefits

Our large scale network has handled the highest of call spikes while our highly-trained agent skill group has processed donations on a 24/7 basis during times of unprecedented volumes in the days and weeks following the 9/11 attacks on America.

Furthermore, Greenwood & Hall has been able to provide the Client proactive business management involving immediate response and resolution for all needs.

In 2004, our team processed several millions of dollars worth of donations over the course of a five-week period when four hurricanes hit Florida. Inbound call volume reached its highest levels since 9/11.

What’s more, our group handled over $17 million worth of call donations during the aftermath of the Tsunami disaster that hit Southeast Asia and processed over 350,000 calls in a four-hour span.