How many business people could do with an extra pair
of hands?
Do you just wish you could get on with your job without
being interrupted?
Can your customers speak to someone when you are in
a meeting?
Would you like someone to vet your calls for you?
Do you wish for an evening, weekend, or even a holiday
without being hassled?
You have too much work for you but cannot justify an
additional member of staff.
You are not alone. Many entrepreneurs and even large offices have the same problem.
Direct Response has years of experience in taking those pains away and making sure
all of your new and existing customers are dealt with in a professional manner and
you can deal with the calls when they suit you.
Direct Response will work with you to provide powerful and cost effective solutions
for your PA requirements. We effortlessly range our service from simple to the involved
and complex. Testimony to our quality is loyalty demonstrated in a customer retention
rate of 99%.
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 your customers stay loyal without it costing
you all of your profits!
LEVEL 1
LEVEL 2
LEVEL 3
QUOTE ME
SLAs
BROCHURES
ENTRY LEVEL 1:
PA 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:
PA 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:
PA Messaging:
Taking the nature of the enquiry, ETA of response from requested person
Message and Patch:
Taking the nature of the enquiry, sales qualification details, locating a qualified
person and patching the call through
Ad Response Fulfilment:
Fulfilment of standard services and letters
Diary Management:
Ability to see and add to your business diary
Basic Order Taking:
Standard products and services 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:
PA Messaging:
Taking the nature of the enquiry, ETA of response from requested person
Message and Patch:
Taking the nature of the enquiry, sales qualification details, locating a qualified
person and patching the call through
Ad Response Fulfilment:
Fulfilment of standard services and letters
Diary Management:
Ability to see and add to your business diary
Diary & Event Reminder:
Automatic updates to remind you of anything from meetings to insurance renewal
Letter writing:
Standard and bespoke letter writing
Debt Collection:
Contact your customers who have not paid you
Day to day tasks:
Order your stationery, gifts to customers
Letter opening and banking:
UK PO Box, open your mail, bank your checks
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
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
Core Data & Driect Response Service Level Agreements -
All Days and hours quoted as working days and hours
New standard accounts: contract-programming-testing-go live:
6 days
Basic moves and changes to scripts: 16 hours
Contact centre is open and working for you 24x7x365
Additional standard accounts 6 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 and access
to the support team behind them
Customers will receive a quarterly review and complete account
consolidation
Faults can be reported 24x7x365
Fault tickets to be provided and resolved within 24 hours
PEOPLE
LEVEL 1
