Irish Red Cross

Introduction

In the face of an unprecedented humanitarian crisis sparked by the invasion of Ukraine, our contact centre recently undertook a remarkable initiative in collaboration with the Irish Red Cross. This success story delves into the context, approach, challenges, and impactful outcomes achieved through our rapid and united response.

The Context

When faced with the urgent situation of refugees fleeing the war-torn regions of Ukraine, the Red Cross turned to Uniquely. Acting as a vital link between Irish households and the Red Cross, our advanced contact centre in Dundalk and incredible team played a pivotal role in coordinating housing and accommodation for thousands of displaced individuals.

Uniquely’s Quick Response

Responding to the urgent request on the 22nd of March, we implemented a fully-fledged solution by the 25th. This rapid response involved several key strategies:

• Capacity modelling to assess and manage the volume of calls and requests.

• Surge planning to handle the sudden increase in demand.

• Enhancements to existing systems for efficient operation under crisis conditions.

• Deployment of 10 dedicated contact centre agents, fully equipped with the necessary resources.

This swift action not only displayed our ability to efficiently manage large-scale surges in humanitarian operations but also demonstrated our commitment to making real impact in times of need.

What Our Team Thinks

Paddy Cumiskey, Head of Technology, Uniquely

In the face of adversity, Uniquely showcased its agility and commitment. The team received a last-minute request on a Friday evening and managed to mobilise 10 agents by the next working day. Despite the typical requirement for extensive preparation, the urgency of the humanitarian crisis drove the team to surpass usual timelines and protocols. This effort exemplifies Uniquely’s values of teamwork | inspiring | excellence and exceeding expectations, as evidenced by their office ethos.

Liam O’Dwyer, Interim Secretary General, Irish Red Cross

The Uniquely Technology team demonstrated exceptional resourcefulness and efficiency in supporting the Ukrainian refugee crisis. Within one weekend, they set up a blended inbound and outbound campaign, acquiring necessary phone numbers, licences, and system access for 10 contact centre agents. This rapid mobilisation was crucial in managing the overwhelming support from the Irish public.

Uncommon Outcomes

To maximise value and up impact for the Red Cross, we:

• Established the Irish Red Cross campaign for housing Ukrainian refugees in just one day, an achievement made over a weekend.

• Launched essential infrastructure, including Interactive Voice Response (IVR) systems, recordings and 8x8 Licences.

• Coordinated thousands of housing and accommodation arrangements for displaced individuals.

Conclusion

This swift and seamless collaboration with our valued partners at the Irish Red Cross underscores our ability to navigate emergency situations with agility and resourcefulness. This not only reinforces our standing as a dependable and responsive outsourced partner, but also exemplifies the calibre of our team and unwavering commitment to corporate responsibility. It stands as a living testament to the positive impact that efficient, collaborative efforts can achieve in the face of global humanitarian emergencies.