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ChildLine is a charity that operates a free, 24-hour helpline for children in distress or danger. They approached Encoded on the Friday before the Monday launch of their 2005 Emergency Appeal campaign because their out-of-hours and overflow donation call centre provider had pulled out at the last minute.
ChildLine wanted an automated facility for callers to leave their credit/debit card details and have their chosen donation amount taken from their card. |
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Encoded built an IVR application that utilised their secure Card Payment Gateway to process donations in real-time. A pilot was demonstrated to ChildLine on the Friday afternoon, less than 4 hours after the initial request, and the service went live on the following Monday to coincide with the launch of the Emergency Appeal. |
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Within one working day, Encoded had supplied ChildLine with a 24-hour donation hotline which ensured that the charity never missed an important call during their Emergency Appeal, and reduced the cost of processing each donation to a few pence. ChildLine receive full caller details on a daily basis and the donations processed are passed directly to the charity via their merchant account provider. |
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"By the time the [Night Service Emergency Appeal] campaign went live on the Monday morning, the service had been seamlessly integrated into our high-profile media campaign, allowing us to process donations even during peak periods and out of hours, without incurring additional staffing costs."
Matt Parkes, Head of Direct Marketing, ChildLine
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