The DCA BPO team, via the DCA call centre, jumped to action to assist the Super Fund provider in contacting over 1100 member before their membership lapsed.
The campaign was time critical as the Super Fund provider had not had any contact with these members for over 12 months and not updating their details may have affected their Super Fund status.
With a four day deadline from campaign briefing to providing the final data file, DCA were able to make contact with either the member or one of their previous employers for the majority of contacts on file, and update their details or pass on a request to call the Super Fund’s customer service line prior to the deadline.
In addition to obtaining new member details by calling, DCA also suggested and implemented additional update processes:
- Attempted data match run on the National Change of Address and the Sensis MacroMatch services.
- An SMS blast to members with a mobile telephone number resulting in a number of calls into the Super Fund’s customer service centre.
- Recording of any relevant reason for non-activity (long-term overseas contract, company in liquidation etc.) that provided the Super Fund provider with valuable information on the members.
Managing to update the member details prior to the pass-over cut-off resulted in hundreds of thousands of dollars of member funds being retained.
June 2013
