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Help Desk Lines

So you've done the hard and expensive part and won the customer, however keeping them and ensuring a good experience to keep your customers loyal is vital.

Direct Response will work with you to provide powerful and cost effective solutions for your help desk requirements. We effortlessly range our service from simple first line help desk calls to the involved and complex. Testimony to our quality is loyalty demonstrated in a customer retention rate of 99%.

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!

See Our Call Centre

LEVEL 1	LEVEL 2	LEVEL 3
QUOTE ME	SLAs	BROCHURES

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
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:
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
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 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:
Complex Customer Help Desk Transactions: ie delivery ETAs, service installations faults/updates, computer and IT support desks	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	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
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: ie FSA regulations, FIFA
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 Escalation procedure to the MD of Direct Response Bills to be provided monthly