24x7x365 Emergency Cover

Many companies such as telecommunication, maintenance, security, legal firms, or even supply services have to offer their customers emergency call out services.

To manage and deliver this service internally is costly, time consuming, hard to deliver on and a hassle to maintain.

All too often corners are cut, solutions are cobbled together and when that all important call comes through the system falls apart and the customer is left frustrated and let down.

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.

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:
Emergency Message and Patch: Taking the nature of the enquiry, details, locating a qualified person and patching the call through	Intelligent Scripting: Agents utilise intelligent scripting that is bespoke for your business
24x7x365: You will always have cover every day of the 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 2:
Emergency Message and 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 eg engineer call out to customer site
Customer Audit Trails: Utilisation of web enabled fault tracking, artificial intelligence, transactions, basic database management and development	Intelligent Scripting: Fault Q&A and resolution, logging of outcome
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:
Emergency Message and Patch: Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through	Rules based commands: Depending on nature of call different rules are activated with associated cost
Fault Escalation: Fault identification, unique reference number allocation, escalation commands	First Line Fault Resolution: Fault Q&A and resolution, logging of outcome
Second Line Fault Resolution: Fault diagnostics, appropriate fault resolution actions, deployment of solution, progress reports for customer and SLA compliance	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	Email and Call Broadcast: Staff groups called to ensure en masse awareness and rapid response
Full Integration: Secure retrieval and delivery to your systems/databases of all customer query and sales related transactions eg fault progress	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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