Welcome to Direct Response

An exceptional customer experience is central to everything we do at Direct Response. With this in mind we have a simple but very effective method of starting and developing a long term business partnership.

This is illustrated below:

Stage 1: Initial Sale & Account Management

The person who sold our services to you will always remain your strategic point of account management and escalation. Unlike most other businesses the original sales person will always be there for you.

As and when agreed they will run an on-going complete account consolidation and overview to make sure we are on track with your short and long term objectives.

Stage 2: Installation & Testing

The Customer Support team will introduce themselves and double check your requirements and agree with you as to the best way to deliver our service to you. Once live, they will be available on a daily basis for any moves, changes, and issues you may have

Call Centre Go Live Procedure

1. Introduction of your customer support manager who will be responsible for the entire go live journey.
2. Confirmation of the exact scope of our service to be delivered to you
3. Service Level Agreements and how key performance indicators will be presented to you
4. How best to work and communicate in a proactive and collaborative way that works best around your day to day pressures and demands
5. Call flow and Visio design
6. Deployment of script software and integration
7. End to end call centre and technical testing both internally and externally*
8. Agent training
9. Final go live tests and customer satisfaction survey
10. Post go live consolidation to ensure all aspects of your account are spot on

*Please note during the testing phase we will be deliberately sending calls to the least experienced agents who have no training on your account to test the integrity of the system. Calls will also be put at the back of queues so as not to affect live customers

As a result expect longer wait times and for agents to not be well versed and smooth on your script during the initial testing phase.

Stage 3: Credit Check & Billing

The finance team will run a credit check and your monthly invoicing that is provided online and in hard copy.

Stage 4: Delivery

We constantly monitor the delivery of our services to ensure our service is the best in our industry and that we have integrity to our commitments. We will also provide on-going reports to keep you up to speed.

Direct Response head office hours are:

8:30am -5:30pm Monday –Friday

Out of hours you can dial our main number 0870 414 9000 and your call will be routed to our 24x7x365 call centre service so you can raise faults and leave messages

Urgent faults will be escalated to your product on call customer support manager.

At Direct Response we are very keen to make doing business with us as easy as possible. Once your account is up and running we give you access to the people who can actually make the changes to your account to make it simpler, better and faster for you.

With this in mind we have built systems so you can communicate the way that best suits you and your business.

Account Moves, Changes, Requests, Faults, & Online Logins

Finance & Billing

Sales & Strategic Account Development

Service Level Agreements

More detail can also be found by clicking the following link:

More Details

In short the quicker we can find the fault the faster we can fix it. If you can provide us with as much specific information such as date, time, number dialled, nature of the fault, how it occurred, and what testing you have done your end to identify the root cause, it all massively helps us help you.

For more information you can visit our website customer area: Customer Login

If you are not happy with how any fault, move, change or request is being dealt with please tell us, and if necessary escalate up to our Managing Director. We care and we want to know and resolve issues as affectively as possible.

Call Centre's Customer Support Team
Toby Caesar	Mark Elwell	Chris Haigh	Michell watkins	Kofi Darko
Your Account manager ( As per your account)
Dan Shering
Board Director
Ian Mitchel	Adam Tilson
Managing Director
Chris Robinson

You can contact any of us by dialling: 0800 0114580 or Online

If you have not been contacted already you will be contacted shortly by the customer support team who will be responsible for your account go live and customer experience.

We look forwards to establishing a long term relationship with you. If you have any further questions please do not hesitate to contact us.