Case Study : BBC Children in Need
storm® was chosen by GFM, an agency specializing in mass calling events, as a key part of their solution for BBC Children in Need. storm provided a secure automated payment service to ensure that BBC Children in Need captured every donation, even when all their volunteer contact center agents were busy. The platform handled tens of thousands of calls from viewers wishing to make donations, raising nearly £600,000 in the space of just 6 hours.
At various points during the broadcast each year, there are large spikes in activity with many thousands of donors calling at the same time. The storm solution employs intelligent IVR and massive surplus capacity as the overflow for the donations hotline. Callers are able to complete their payment via a Payment Card Industry Data Security Standard (PCI-DSS) compliant secure line provided by storm LOCK®. This allows callers to make their donation with peace of mind, as their card details are never handled by another person.
“Handling the large call volumes involved in an event like this can be challenging, but equally challenging and even more important is guaranteeing the security of every call: especially when payments are involved.”
Martin Taylor, CMO at Content Guru