How Acción contra el Hambre Scaled Supporter Acquisition with GoContact

Acción contra el Hambre is a global humanitarian organization committed to leading the fight against hunger. With more than four decades of experience, it operates in over 50 countries, helping millions of people access clean water, food, healthcare and training.

As fundraising and donor engagement became increasingly important to its mission, the organization decided to bring part of its contact center operation in-house. GoContact became the technology platform supporting this transition and the team's continued growth.

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In the humanitarian sector, the contact center plays a key role in both fundraising and donor engagement.

• Supporter acquisition
  Drives telemarketing campaigns to acquire new regular supporters.
• Fundraising campaigns
  Manages donation campaigns using internal and external databases.
• Donor support
  Handles enquiries and provides support to existing supporters and donors.
• Multichannel engagement
  Manages outbound campaigns, inbound calls and the ticketing channel.

Beyond handling customer interactions, the contact center is a key part of Acción contra el Hambre's fundraising strategy, helping the organization build relationships with supporters and generate the funds needed to advance its humanitarian mission.

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Before implementing GoContact, Acción contra el Hambre faced several challenges as it brought its supporter acquisition operation in-house and prepared the contact center for future growth.

• Bringing supporter acquisition in-house
  Internalizing a service that had previously been managed by external providers.
• Scaling the operation
  Implementing a flexible solution that could grow alongside the contact center and adapt to the future CRM.
• Supporting distributed teams
  Enabling agents to work remotely through a cloud-based solution.
• Simplifying agent onboarding
  Providing an intuitive platform with a short learning curve for new agents.
• Adapting fundraising processes
  Using customized scripts and tools to support supporter acquisition and manage objections.

Over the last 12 months, the number of one-time donors and regular supporters has continued to increase, and in part this is thanks to having a stable and scalable partner that supports us in this great challenge.

Miguel Ángel Pérez
Marketing Director at Acción contra el Hambre

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GoContact by Broadvoice — a cloud CCaaS platform with an intuitive interface, flexible scripting and strong scalability — proved the right fit for Acción contra el Hambre. It enabled the organization to decentralize its workstations, onboard new agents quickly, and consolidate a fully in-house contact center ready to grow alongside its mission.

• Team growth from 5 to 15 agents
  The team tripled, with a plan to add five more agents per year.
• Donor support brought fully in-house
  The service has been handled internally since January 2025.
• Stable daily operation from 9 AM to 9 PM
  Covers outbound campaigns, inbound support and the ticketing channel.

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• Short learning curve
  An intuitive platform gets new agents productive quickly.
• High agent acceptance
  Agents rate GoContact as simpler and more powerful than their own CRM.
• CRM-specific training
  Delivered to administrators and agents, tailored to each profile.
• Ability to work remotely
  Cloud infrastructure lets agents work from anywhere.

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• Centralized management
  Fundraising and donation campaigns are run from a single place.
• Integration with social campaigns
  Leads generated on social media feed straight into the operation.
• Automated email sending
  Email dispatch and other operational processes run automatically.
• Continuous adaptation of scripts
  Call guides are refined to improve conversations with prospective supporters.

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• Continued donor growth
  One-time donors and regular supporters have both risen over the last 12 months.
• Wider reach
  GoContact helps the organization share its mission with more potential supporters and donors.
• Ongoing evolution of the contact center
  New integrations and future automation and AI projects are already underway.

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Acción contra el Hambre's partnership with GoContact consolidated a fully in-house contact center, built to scale alongside the organization's mission. The next step is deepening automation and AI to reach even more supporters and donors.

Talk to our team to see how GoContact can power your fundraising strategy.

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