The client:
Government body

Industry Sector:
Government

The Campaign:
Public information

The challenge:
RapportCMS was used as the Technology Platform to  support Unity4 who were engaged by Cultural Partners to undertake a campaign on behalf of a government body. The task was to establish and run a multicultural call centre service for a high profile, multi-channel campaign.

Every household in Australia was sent an information pack. Due to the importance and sensitivity of this particular issue, the government body commissioned 32 translated versions of the booklet. The task was to provide an information and ordering service for the multi-lingual booklets as well as developing  the database and distribution system.

Methodology
A call centre service was designed that handled 32 language groups, seven days a week. In order to maintain a focus on cost efficiency, an automated message service was included for use in times of low volumes. This system enabled callers to listen to information in their own language and request information. The combination of live answering and automated messaging provided the client with the highest level of service at a realistic cost.

Additional to the inbound service, a proactive strategy to distribute appropriate language booklets to multicultural organisations, special interest groups, Public libraries, Consulates and Embassies and State and Federal Government offices was developed.

This outbound campaign involved a combination of calling in a specific language as well as in English, and required the sourcing and development of a contact database. This database development was undertaken in real time, and required full data duplication process and update process to be established.

Results
This highly complex logistical campaign was developed and deployed within RapportCMS in under 1 month and has been extremely successful in all aspects.

Contact:
Craig Boorman
Business Development Director
RapportCMS Pty Ltd
Ph: 02 8307 8512