Financial Services Regulated Sales Lines

(FSA, FIFA LCB, ISP, RBA)

Understanding FSA and wider compliance is one thing, being able to deliver compliance and a high level of service within this environment is another.

The cost of advertising or generating a sales lead in the finance sector has continued to escalate. The speed of response to each lead regardless of source i.e web response, email, phone call or letter is critical.

What was done in days now has to be done in minutes. Furthermore, customers prefer to be contacted outside office hours and at the weekend.

At Direct Response we make sure your customer finishes the call with the peace of mind that they need not look any further. Our job does not finish here as we also have sophisticated integration tools to make sure that you can process your applications as quickly and smoothly as possible to ensure a hassle free sale.

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:
Sales Messaging: Taking the nature of the sales enquiry, prospect qualification, details and a time to be contacted	Message and Patch: Taking the nature of the enquiry, qualification details, locating a qualified person and patching the call through
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 3:
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: FSA regulations, FIFA
Multilingual Applications: German, Dutch, French, Spanish, Italian, English, Danish, Swedish, Norwegian, Afrikans, Romanian, Greek, Russian and Flemish	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

	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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