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.
Extraordinary results come from doing the ordinary things extraordinarily well.
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!
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
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
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
PEOPLE
LEVEL 1
