Don't forget to pay your membership or...
West Coast has a membership base of approximately 40,000, of which about 99% renew every year. As a service to their most loyal fans, West Coast use their best endeavours to receive payment from those members every year to ensure the unthinkable doesn't happen: they forget to pay by the cut-off date and find themselves at the end of a long waiting list for new membership.
West Coast sends reminder letters and emails, but on average approximately 10% of member households remain unpaid with only a week to go before the cut-off date. This means their only option left is to call the members to prompt them for payment.
West Coast is not in the call centre business
This provides a challenge to West Coast. They don't have a large call centre, so they simply don't have the resources internally to make approximately 2000 telephone calls. Outsourcing this work to a call centre is very expensive, and also poses another concern: protection of their brand and customer loyalty. It is very important that West Coast’s most valuable customers are treated with respect and receive a friendly, consistent message, something that is often hard to achieve with a call centre.
So, with only a week until the cut-off date, West Coast attempts to contact every outstanding member to ensure they aren't horribly disappointed, and that's where we come in.
Not just a reminder, but something to talk about
This year, the voiceREACH voice broadcast message was recorded by John Worsfold, the senior coach of the West Coast Eagles. It was a pretty simple reminder message which went out to the mobile phones or landlines of all outstanding members.
Imagine the surprise when “Woosha” calls you to remind you to pay your membership! Instead of the negative connotations normally associated with a call centres, West Coast fans received a call from one of their heroes. Not only that, but the message was exactly consistent for every member.
All in less than two hours!
West Coast was able to complete all of this in an extremely short time period. The message was recorded by phone, and the list of phone numbers exported from their membership database. Then, all they had to do was send a voiceREACH broadcast out to the members at their desired time.
The voiceREACH reporting provides valuable information to the membership team for follow up. The outcome of every call is detailed so West Coast know what other action may be required. Any bad numbers are reported, as well as the outcome of every call. The system even tells you if the calls were listened to by a live person, or if a message was left on an answering machine. This provides the membership team with all the information they need to follow up the last remaining members manually.
More information
If you'd like some information on how voiceREACH voice broadcasting can help your business, please don't hesitate to contact us or give us a call on 1300 557 330.
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