Direct Response driving focus is to deliver to you the best call centre services in the UK. To many people this can
mean different things as your business demands, sector requirements, and objectives will unique to you.
With this in mind we will make sure that our team of business development managers, programmers, support
team and call centre agents are moulded to fit your business. We then make sure
you get all of the management information you need, support structures, training,
IT capabilities and flexibility that you need to ensure you get the highest quality
of service time and time again.
This simple but very powerful approach has won us awards for not only growth,
service excellence,
customer experience,
customer retention,
investors in people, but also
quality and our IT.
While it is great to have formal recognition and many testimonials for our services we
get far more satisfaction from our customers winning awards, growing their business, and developing a leading edge in the market place.
Just some companies who have done this include Firebox, National Express, Churchill
Retirement Living, Glass Eurotax, Buhler Sortex, RBS, Clicktools, Transform, Network Appliance, and Peruvian Connection.
The advantages of outsourcing are numerous just some of the major benefits are:
- Instant capacity and scalability
- Flexibility
- Strong Return on Investment
- Eliminate costs of management, recruitment, HR issues, holidays, sickness, and additional office space.
- 24 hour cover
- Instant and cost effective access to the latest technologies for call handling, recording, and management
information
- Disaster recovery contingency
- Partnering with specialists in call centres
- Cost control
- Account management and consultation
- Rapid access to new and existing markets
- Multilingual capabilities
- Allows you to focus on your core business
Despite these advantages many companies and outsource companies get it wrong. In fact as many as 85% of outsourced services
fail, yet at Direct Response we have retention rates of 99% and excellent customer feedback.
Many customers and competitors ask us how we manage to do this.
The answer is simple we do 4 vital things extremely well, they are:
-
Find out exactly what you want and need to make your business more successful
-
We develop and deploy a service that provides this for you
-
Give you this service at the highest quality possible time and time again
-
Make sure we do ordinary things extraordinarily well
Naturally all of this is underpinned by the culture of Direct Response, our
management system and processes and our
recruitment policy. Also collaborate with you to help you outsource and manage us in the most effective way.
Here are our top 5 tips on what to look for when outsourcing your call centre services.
:
Economies generated from cheap charges become meaningless if the quality is not there you will not only fail to get ROI, it can
damage your brand, give you misleading management information, and waste a lot of management time and effort. Look closely at the following areas.
 Read more
.
It is critical that the call centre provides a solution that is fundamental to your business objectives.
Read more
: Service Level Agreements (SLAs) only
tell half the tale and deliver on half of the solution. It is critical that the correct business partnership and TLC is in place.
Read more
: Just because you are outsourcing it does not mean that you should be blind as to what is going on.
In fact you should expect even more visibility. Read more
: Many people think that they can
choose a call centre, dump the business issue on the centres doorstep, pay the bills and wipe their hands of all responsibility and management.
Read more
The core services offered by the call centres are:
|
OUR PEOPLE
