Direct Response were 2004 and 2005 Runners up in the Unisys Management Today
customer service excellence awards.
2005 Finalists in the Orange National Business Awards – Customer Focus Category
From our most recent survey:
All customers in a survey said we are helpful and friendly, 91% of customers said our support is good–excellent
97% of our customers have or probably would recommend Direct Response.
91% of our customers rate our service as good–excellent with 60% describing it as very good–excellent.
Direct Response is above all the entrants’ average scores in all service excellence categories.
There are particularly high scores in leadership & values and organisational agility. Direct Response
scored the highest mark in the business–business category in "engaging people."
(MT Unisys Service Excellence Awards 2005. Benchmarking / Best Practice Report)
"Improvement is linked to a feedback through the DEFCON process; a practice worthy of
emulation by other companies."
(MT Unisys Service Excellence Awards 2005. Benchmarking / Best Practice Report)
"Few leadership teams draw and seek to practice the inverted pyramid – DRL is a good example
of how it can be done. At heart the leadership team believe in the people and it shows."
(MT Unisys Service Excellence Awards 2005. Benchmarking / Best Practice Report)
"There are a number of very good practices that work well together. They have a simple but
effective improvement process based on PDCA (plan, do, check, and act)."
"Induction is effective and the assessors commended the high spend on training (2.27% of revenues). There are a number of excellent recognition practices."
(MT Unisys Service Excellence Awards 2005. Benchmarking / Best Practice Report)
"A recommendation rate of 98% is very high for a call centre operation."
"There is a very real focus on people in the company, and every effort is made to attract and retain high quality staff."
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telecommunications