Callcredit completes Electoral Commission contact centre campaign09 July 2012
Callcredit Information Group has successfully completed a six-week contact centre campaign on behalf of the Electoral Commission.
Callcredit's Bristol-based contact centre was chosen to handle the responses generated by the Electoral Commission's campaign to raise awareness of voter registration and increase the number of people registered to vote ahead of the recent local and mayoral elections.
The team was tasked with handling enquiries from callers, providing information and ordering literature including registration forms, proxy voting forms and information booklets. This was delivered through a combination of automated IVR services and live services, helping the Electoral Commission to meet the balance between cost effectiveness and a smooth consumer experience.
More than 12,500 people contacted the service during the campaign period, with around half of the calls being handled by the automated IVR service, which included the facility to order literature and forms. The remaining customers requested to speak to a live advisor.
Duncan Graham, Contact Centre Director at Callcredit Information Group said: "It is vital that public bodies such as the Electoral Commission receive value for money from their marketing campaigns. By providing a front-end automated service, complemented by a dedicated and live call handling team, we were able to ensure significant cost savings for the Commission while maintaining a high standard of customer service for callers who preferred to speak to an advisor.
"Throughout the campaign, we maintained a database of callers and provided regular campaign reports to the Electoral Commission to allow them to measure the response. We are delighted we were able to help."