Outsourced Contact Centre

If you are looking to have you’re inbound enquires answered by an Outsourced call centre than look no further than Direct Response Ltd.

Our outsourced contact centres, allow your organisation to have vital elements of its inbound call handling dealt with 24/7 365 days of the year. These solutions address key areas of your business function such as:

Sales messaging
Customer Service
Engineer dispatch

Sales
Out of hours fault logging
Virtual Reception

An outsourced contact centre solution can help your business to add additional resource and personnel at vital times when it is needed, without the need to lay down large capital expenditure.

The Outsourced contact centre can allow for inbound calls to be captured 24/7/365 therefore proving you with an always available resource.

To discuss how contact centre could be beneficial to your organisation please feel free to speak to one of our business development managers on 0800 011 4570

See Our Call Centre

LEVEL 1	LEVEL 2	LEVEL 3
QUOTE ME	CASE STUDIES	SLAs

ENTRY LEVEL 1:
Ad Response Messaging: Taking the nature of the enquiry, standard prospect qualification, details and a time to be contacted	Message and Patch: Taking the nature of the enquiry, standard qualification details, locating a qualified person and patching the call through
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

LEVEL 3:
Ad Response Fulfilment: All products and services transactions identified and fulfilled	Ad Response Messaging: Taking the nature of the enquiry, complex prospect qualification, details and a time to be contacted
Message and Patch: Taking the nature of the enquiry, complex qualification details, locating a qualified person and patching the call through	Q&A: complex questions and answers delivered
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
Dedicated Agent Seats and Capacity: Full time agents working solely on your account	Hand picked agents: Agents hand picked by you and Direct Response for your account
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: FSA regulations, FIFA
Multilingual Applications: German, Dutch, French, Spanish, Italian, English, Danish, Swedish, Norwegian, Afrikans, Romanian, Greek, Russian and Flemish	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

	Direct Response Call Centre Service Level Agreements - All Days and hours quoted as working days and hours

	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 10 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 * Customers will receive a quarterly review and complete account consolidation * Faults can be reported 24x7x365 Escalation procedure to the MD of Direct Response Bills to be provided monthly Online web portal to view performance of call centre to SLAs * * This only applies to customers billing over £750 per month

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