Overflow Capture

For most companies it is hard to predict when and how many calls are going to come in.

All too often it is quiet one moment and then suddenly you are rushed off your feet and loosing calls.

You are not alone. All too often businesses, regardless of size, suffer from unpredictable and volatile marketing responses, sickness, holiday and maternity leave.

Wouldn’t it be good to have an extra pair of hands always there in the background ready to help you whenever you need it?

That is why corporate and SME businesses alike choose to partner with Direct Response and make sure they and their customers have complete peace of mind that their emergencies are dealt with in a professional and reassuring manner.

The end result means your calls are being answered by someone you can trust, who will reinforce your brand, and make sure you maximise your sales opportunities and that your customers stay loyal without it costing you all of your profits!

For more information on these solutions, please contact our business development team on 0800 011 4570

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LEVEL 1	LEVEL 2	LEVEL 3
QUOTE ME	CASE STUDIES	SLAs

ENTRY LEVEL 1:
Messaging: Taking the nature of the enquiry, ETA of response from requested person	Intelligent Scripting: Agents utilise intelligent scripting that is bespoke for your business
24x7x365 Cover: You will always have cover every day of every year	Script Design and Build: Specialist programmers ensure bespoke flow diagram and script build
Standard Integration & Database Utilisation: Email integration and standard look-up facilities	End to End Testing: Internal and external testing of scripts and integration
Agent Training: All agents trained on your script

LEVEL 2:
Messaging: Taking the nature of the enquiry, ETA of response from requested person	Message & Patch: Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through
Fault Escalation: Fault identification, unique reference number allocation, escalation commands	Dynamic Search and Rostra Look Up: Searches relevant person, call introduction, patch, check to ensure fault resolution eg engineer call out services
Ad Response Fulfilment: Fulfilment of standard services and letters	Basic Order Taking: Standard products and services transactions
Credit Card Transactions: Online credit card verification and transactions	Customer Audit Trails: Utilisation of web enabled fault tracking, artificial intelligence, transactions, basic database management and development
Intelligent Scripting: Agents utilise intelligent scripting that is bespoke for your business	24x7x365 Cover: You will always have cover every day of every year
Script Design and Build: Specialist programmers ensure bespoke flow diagram and script build	Integration & Database Utilisation: Email and customer database integration
End to End Testing: Internal and external testing of scripts and integration	Agent Training: All agents trained on your script
Business Development Manager: Dedicated manager to ensure smooth running of all elements of your account and services

LEVEL 3:
Messaging: Taking the nature of the enquiry, ETA of response from requested person	Message & Patch: Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through
Fault Escalation: Fault identification, unique reference number allocation, escalation commands	First Line Fault Resolution: Fault Q&A and resolution, logging of outcome
Dynamic Search and Rostra Look Up: Searches relevant person, call introduction, patch, check to ensure fault resolution	Automatic Alarm Activations: Automatic responses and escalation to alarms and emails
Ad Response Fulfilment: Fulfilment of standard services and letters	Complex Sales Transactions: In-depth product knowledge, cross sell and up sell
Full Integration: Secure retrieval and delivery to your systems/databases of all customer query and sales related transactions eg Where is my order?, delivery ETAs	Credit Card Transactions: Online credit card verification and transactions
Bespoke Agent Training: Agents trained to campaign levels	Intelligent Scripting: Agents utilise intelligent bespoke scripting
Full Management Reports and Statistics: Reports generated every 15 minutes allowing multiple search facilities for key areas of sales campaign and Direct Response activity performance	Call Recording: All inbound call recording is provided via a secure web service
Industry Specific Regulation Compliance: ie FSA regulations, FIFA	24x7x365 Cover: You will always have cover every day of every year
Multilingual Applications: German, Dutch, French, Spanish, Italian, English, Danish, Swedish, Norwegian, Afrikans, Romanian, Greek, Russian and Flemish	Script Design and Build: Specialist programmers ensure bespoke flow diagram and script build
End to End Testing: Internal and external testing of scripts and integration	Business Development Manager: Dedicated manager to ensure smooth running of all elements of your account and services

	Direct Response Call Centre Service Level Agreements - All Days and hours quoted as working days and hours

	New standard accounts: contract-programming-testing-go live: 10 days Basic moves and changes to scripts: 16 hours Contact centre is open and working for you 24x7x365 Additional standard accounts 10 days 80% of inbound calls to be picked up within 5 rings Customer to receive a proactive account management call once a month * Customers will have a dedicated account manager * Customers will receive a quarterly review and complete account consolidation * Faults can be reported 24x7x365 Escalation procedure to the MD of Direct Response Bills to be provided monthly Online web portal to view performance of call centre to SLAs * * This only applies to customers billing over £750 per month

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