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"The whole process was managed very professionally throughout" - DLA Piper
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Give Your Customers The Right First Impression Everytime

The importance of a good receptionist must never be underestimated.

The receptionist over the phone is often the first impression of your business to your customers. The last thing you need is for your hard earned sales leads or customers to suffer from a poor first customer interaction.

Direct Response has a long standing reputation with Corporate and SME businesses alike in delivering simple phone receptionist messaging services through to complex fault diagnostics, messaging, call patching and defined escalation procedures for our customers.

FOR MORE INFORMATION PLEASE CONTACT OUR BUSINESS DEVELOPMENT TEAM CALL NOW 0800 011 4570
RECEPTION SERVICES TO SUIT YOUR BUSINESS SIZE

Messaging:
Taking the nature of the enquiry, ETA of response from the requested person

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

 

Messaging:
Taking the nature of the enquiry, ETA of response from the requested person.

Message & 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.

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.

Messaging:
Taking the nature of the enquiry, ETA of response from the requested person.

Message & 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 Roster Look Up:
Searches relevant person, call introduction, patch, check to ensure fault resolution.

Automatic Alarm Activations:
Automatic responses and escalation to alarms and emails.

Ad Response Fulfilment:
Fulfilment of standard letters and services.

Complex Sales Transactions:
In-depth product knowledge, cross sell and up sell.

Full Integration:
Secure retrieval of customer information.

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:
FCA regulations. 

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.

Our service level agreements ensure all customers receive consistently high levels of service throughout the life of the contract.

 

• 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 live in 10 days

• 80% of inbound calls to be picked up within 5 rings

• Customer to receive proactive account management calls 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 to a live person

• Escalation procedure to the MD of Direct Response

• Electronic or Paper Bills to be provided monthly

• Online web portal to view the performance of the call centre SLA

DLA Pannone  

 

 

 

BENEFIT FROM OUR 99% CUSTOMER RETENTION RATE

CALL NOW 0800 011 4570

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