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Direct Response Ltd provides award winning voice, data and contact centre services.
With service quality as its key focus, it works with businesses to provide the right
services to help them communicate with their customers.
Direct Response is supported by over 400 contact centre agents located mainly in
the UK, but also in South Africa, Holland, Romania, the USA, Canada, Sweden, Norway
and Denmark.
Direct Response handles outsourcing of voice, data and contact centre support for
any organisation from a multinational corporate to a small enterprise delivering
outstanding service in every case.
We work with businesses from a wide range of sectors including technology, healthcare,
property, finance, insurance, public sector, retail and publishing.
Direct Response was independently recognised as the fastest growing call centre
in the UK, which comes on the back of a number of other awards including finalists
for the 2004 and 2005 Unisys Service Excellence Awards.
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 OUR VISION |
OUR MISSION |
OUR OBJECTIVES |
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COMMITMENT & FOCUS |
POLICY |
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(Managing Director)
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The Direct Response's brand should be synonymous with service excellence, continued
rapid growth, industry leading customer retention, whilst being regarded as the
most fun company to work for. |
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(Managing Director)
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The Direct Response's brand should be synonymous with service excellence, continued
rapid growth, industry leading customer retention, whilst being regarded as the
most fun company to work for. |
(Managing Director)
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Direct Response to be the best at delivering voice, data and call centre services. |
(Managing Director)
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- To provide consistently high quality business communication
- To provide a 100% commitment and accountability to our customers and endemic customer
focussed excellence
- To be proactive and consultative, thus to provide fundamental solutions continuously
tailored to customers' business
- To provide customers with a one stop capability
- To give value for money
- To provide our customers with 24 hour focused support
- To make all employees multi tasked and able to handle any customer call
- To communicate with our customers in full - CRM at its best
- To process map all customer activity for fast and efficient action
- To communicate fully and freely between management and employees
- To provide staff continuity
- To ensure that all DRL staff are working for our customers
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(Managing Director)
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- Direct Response has a company wide focus to provide every customer with a business
solution that is totally orientated around assisting and improving their business.
Direct Response will do this in a manner that is unique and at a quality level that
is unprecedented in the market place.
- The customer will always be central to any decision within the organisation. Any
decision made within the company will be to ultimately improve the level of service,
solution and the value for money that we can provide them, and staff should regard
themselves as much as consultants providing best advice to clients as sales people.
We all work for our customers.
- Direct Response will always ensure that the price is fair to the customer for the
level and value of service that they receive with 24hour focused support. To this
end all staff will regard themselves as directly responsible to our clients but
at the same time communicating with responsible management whose function will be
to resource sold products. Account management is a critical company function to
ensure that clients are retained.
- Direct Response staff may therefore be multi-tasked and are trained to handle any
customer call. All customer queries or problems will be process mapped and escalated
and dealt with accordingly, both professionally and quickly. Customers will invariably
be updated and kept in the loop proactively.
- Direct Response therefore regards itself as a proactive organisation, using its
Management System based on the International Quality Standard to remain proactive
at all times.
- Customers soon come to regard Direct Response as a trusted supplier. This is achieved
through frequent contact by their client manager and by a developing rapport with
the dedicated members of his team. It is the team deal that with the customer not
the first person that happens to be free. To further develop the relationship, Direct
Response avoids the disruptive process of continually changing its client managers.
CRM at its best!
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(Managing Director)
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- Direct Response is committed to being the leading provider of services helping businesses
communicate to their customers through our voice data and call centre services.
- Direct Response is a forward thinking organisation continually looking at the latest
technologies in order to be able to offer its customers the most effective service
at the greatest value for money.
- Direct Response is a customer-facing organisation: this applies not just to our
customers but our internal customers, our staff.
- We believe in an inverted management structure, which means the board of Directors
work for the Management team and the Management teamwork for the Staff and we all
work for our customers.
- Direct Response is committed to following the road towards Total Quality. We do so by continuously developing and implementing systems and controls, in order to maximise the efficiency and quality of our organisation.
- We belive in investing heavily back into our greatest asset, our staff, in order
to enhance self-esteem and their quality of life. We also believe in the empowerment
of our people to achieve our goals.
- Direct Response is committed to using clear measurable processes.
- Direct Response is committed to rapid growth whilst maintaining quality of services
second to none.
- We are an equal opportunities employer.
Managing Director 01 February 2006
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