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!
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
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
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
SPECIAL OFFERS CONTENT HERE
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
