Outsourced Departments

If everything could be done purely over the phone life would be easy. However, this is rarely the case.

Letters and emails need to be sent, suppliers communicated to and integrated with, judgement calls made and the whole customer lifecycle managed.

If that was not hard enough the outsourced partner also needs to integrate seamlessly with you.

Customers frequently wish that they could outsource the whole department and have peace of mind that the whole job will be done from start to finish.

This is exactly what Direct Response can do.

Call us and one of our business development managers will understand your business and put together an effective solution whilst providing you with strong return on investment.

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

See Our Call Centre

LEVEL 1	LEVEL 2	LEVEL 3
QUOTE ME	CASE STUDIES	SLAs

ENTRY LEVEL 1:
Messaging: Taking the nature of the enquiry or fault, provision of customer reference number, details and a time to be contacted	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

	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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