Parcel Delivery Management Services, from The Whistl Group visit parcels website
01628702965 Enquire now

Charity Customer Service Provider: Whistl's Contact Centre Solutions

Whistl can help your charitable organisation deliver consistent, high-quality service by managing customer interactions across social media, customer support, and your online charity shop.

  • 300 Seats

    Managed Team

    Capacity for more home workers

  • UK-Based

    2 National Sites

    Providing Scalability

  • KPIs

    Bespoke Reporting

    Dashboard Reports Avaiable

  • 10+ years

    Client retention

    Partnership approach

The Benefits of Charity Contact Centre Outsourcing in the UK

The benefits of outsourcing to a charity call-handling service should not be underestimated. Outlined below are just some of the benefits you will gain by partnering with Whistl: 

  • Cost savings

Charity contact centre outsourcing with us eradicates the need for considerable investments in in-house staff, technology, and infrastructure. Therefore, our models allow you to slash overhead costs and allocate resources more effectively.

  • Reduced time wastage

By passing call-handling responsibilities over to our agents, you don’t have to waste time with onboarding and training. Instead, you can focus on other aspects of your charity, helping you work more productively towards the organisation’s mission.

  • Scalability

Whistl offers scalable solutions that adjust to each charity’s needs. For example, we can handle increased call volumes during peak periods, giving you flexibility without worrying about staffing levels.

  • Professional customer service agents

Our agents have been trained to manage charity call centres, making them experts in donor engagement, fundraising techniques, and volunteer coordination. This experience means individuals engaging with your charity can enjoy a professional, consistent experience with top-quality communication. In the long run, this can boost satisfaction and loyalty, underscoring the value of excellent customer service.

  • Advanced technology

Whistl offers seamless technology integration to help your organisation adapt to customer service needs. Charities can benefit from this without direct investment. For example, we offer CRM systems, data analytics, and multichannel communication platforms that aim to enhance customer interactions.

  • Data management and reporting

We provide comprehensive data management and reporting to ensure our partner organisations have access to valuable customer insights regarding interactions and engagement with your charity. This can then inform effective decision-making and strategy. Discover more about the importance of business monitoring and reporting. 

Outsourced Charity Customer Service Support Explained

Companies like Whistl provide outsourced customer service, with an experienced team of contact centre agents who handle customer enquiries and communications on behalf of the charitable organisation across multiple channels, including phone, email, and social media.

To improve customer satisfaction, the appointed partner will collaborate closely with the brand to understand its products, services, and values, ensuring they provide a personalised and consistent customer experience. This partnership enables organisations to maintain high customer service standards while staying focused on their core competencies.

<h3><span class="heading--2">Outsourced Charity Customer Service Support Explained</span></h3> <p>Companies like Whistl provide outsourced customer service, with an experienced team of contact centre agents who handle customer enquiries and communications on behalf of the charitable organisation across multiple channels, including phone, email, and social media.</p> <p>To improve customer satisfaction, the appointed partner will collaborate closely with the brand to understand its products, services, and values, ensuring they provide a personalised and consistent customer experience. This partnership enables organisations to maintain high customer service standards while staying focused on their core competencies.</p>

Examples of Whistl's Charity Call Handling Service Support

  • Donor solicitation

Our agents perform targeted outbound calls to potential and existing donors to solicit donations, effectively communicating the charitable organisation’s mission and maintaining ongoing relationships to encourage future support.

  • Volunteer recruitment

Using outbound call strategies, our charity call centres help recruit volunteers by providing them with the information they need about your organisation, enabling efficient volunteer engagement and achieving your objectives.

  • Feedback collection

Our specialist agents can conduct surveys and gather feedback from volunteers, donors, and beneficiaries, gaining valuable insights from your data and identifying opportunities to improve your charity's services.

  • Inbound charity call handling

Our team can handle your incoming calls from stakeholders, ensuring no call is missed. We offer a responsive, valuable point of contact for all kinds of inquiries and can address the issues your users and beneficiaries are facing.

  • Charity eCommerce support

Our experts can handle call handling for charity item orders. By addressing issues and queries and providing support when your customers need it, we can enhance the overall customer experience, resulting in greater satisfaction and loyalty.

  • Multichannel Customer Support

Our agents can provide multichannel support via email, SMS, live chat, social media, and phone. Our contact centre solutions ensure a seamless, integrated approach to managing customer interactions, enhancing charity engagement.

Using Data to Improve Charitable Customer Experiences

Data plays a pivotal role in enhancing customer experience. Charitable organisations can gain valuable insights into customer behaviour, preferences, and pain points through practical analyses of customer data. This analysis enables organisations to tailor their strategies to meet individual customer needs, improving satisfaction and loyalty. 

Identifying trends and patterns in customer enquiries through data analysis enables organisations to address issues and enhance the overall experience proactively. Leveraging data effectively ensures customer interactions are more informed, efficient, and impactful. By partnering with Whistl for charitable contact centre services, we provide support and insights from your customer interactions to help shape improvements in customer experience, allowing you to adapt to changing trends and manage resources efficiently.

<h3><span class="heading--3">Using Data to Improve Charitable Customer Experiences</span></h3> <p>Data plays a pivotal role in enhancing customer experience. Charitable organisations can gain valuable insights into customer behaviour, preferences, and pain points through practical analyses of customer data. This analysis enables organisations to tailor their strategies to meet individual customer needs, improving satisfaction and loyalty.&nbsp;</p> <p>Identifying trends and patterns in customer enquiries through <a href="https://www.whistl.co.uk/contact-centres/customer-data-handling" target="_blank">data analysis</a> enables organisations to address issues and enhance the overall experience proactively. Leveraging data effectively ensures customer interactions are more informed, efficient, and impactful. By partnering with Whistl for charitable contact centre services, we provide support and insights from your customer interactions to help shape improvements in customer experience, allowing you to adapt to changing trends and manage resources efficiently.</p>

Whistl's Contact Centre Memberships and Accreditations

Charity Call Centre Solutions

Whistl's Contact Centre agents become an extension of your organisation, professionally dealing with your donors to ensure unrivalled customer service excellence. 

Request a call back for a bespoke quote

Frequently Asked Questions: Charity Customer Support

What is a charity contact centre

A charity call centre is dedicated to supporting the operations and outreach efforts of non-profit organisations. This type of call centre can manage a variety of tasks that help charities connect effectively with their volunteers, donors, and other stakeholders.

 

Outsourcing call centre services to a partner like Whistl offers charitable organisations scalable, multi-channel contact solutions. This approach enhances the overall customer experience while reducing investment and fixed costs.

Which contact channels can be managed?

We offer solutions across all customer communication channels, including phone calls, social media, email, live chat, and messaging apps. We can support on a single channel, multiple or across all channels.  

How long does it take to start managing our customer service?

The timeline for a customer service program can vary depending on complexity and scale. However, a straightforward implementation could be within 4 to 8 weeks from contract signing to the first call. This includes training agents to become experts in your product/service.

Can your agents use our existing CRM and tech stack?

Yes, our team can integrate into existing integrations, and we ensure secure, real-time data synchronisation for continuity. Our team is proficient in working with leading customer experience platforms, including Salesforce, Zendesk, MaxContact and Gorgias. We would be happy to speak to you about your integration requirements. 

What's your average agent tenure and why does that matter?

Whistl agents have an average tenure of 9-10 years, compared to the contact centre industry average of 1-2 years. The extended tenure allows our teams to resolve issues faster (first-contact resolution), understand your business better, and provide superior customer experience. Our clients benefit from consistent service quality and institutional knowledge that new hires can't replicate.