What do Customers and the External Auditors Say?

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 to 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"