Direct Response has been supporting the engineering sector for over a decade, with services developed to help support key business functions including sales, support and customer service. Our call handling solutions can provide around the clock monitoring of equipment so that should a fault arise, we can dispatch engineers to rectify the problem quickly and efficiently.
Direct Response has been working alongside the country’s leading engineering companies to help develop robust call handling services for managing engineer ‘call out’ calls.
Your clients or staff can contact a central response team that will be on hand to dispatch engineers to locations that need support during a service fault. Our call handling solutions have been helping ensure machinery and equipment is kept up and running with very little downtime.
You can provide us with your complete engineer call out rota and we will ensure the correct individual is contacted every time. Should an engineer be unavailable to take the call, we will escalate it through the available team members until the job is logged and correctly passed.
We understand that it’s important for your engineers to adhere to your service level agreements (SLA), therefore we can track when the engineer is on site and even when they’ve completed the job. By having your engineers contact the central response desk, we can give you complete visibility of activities undertaken and performance levels.
Benefits of the feature:
Call ownership of out of hours enquires.
A Contact Centre Package To Suit Your Needs
Get All the following features as standard
1. Access To Telephone Account Management
2. Call Outcomes Delivered Instantly By Email
3. Call Handling Script Integration With Your Website
4. Advisors Trained On Your Sites Functionality
5. 24/7/365 Call Handling Support
6. Call Handling To PCI Level 1 Complance Standard
7. Requested Access To Individual Call Recordings
Includes All The Bureau Features and Functions
1. Proactive Telephone Account Management
2. Call Process Evolution and Updates
3. Inbound Call Traffic Management Reports
4. Web Based Access To Call Recordings
5. Out Of Hours Account Support
6. Bespoke Service Level Agreements
7. Advisor Call Monitoring and Skill Development
Includes All Semi-Dedicated Features And Functions
1. Bespoke Recruitment Based Upon Skill Requirement
2. Dedicated Call Handling Team Members
3. Dedicated Management Team Including Trainers and Supervisors
4. Ongoing Training Programme For Advisors
5. Monthly Account Review
6. Office Branding To Reflect Your Business
7. Complete IT System and Process Integration
8. Client Hospitality
9. Collateral Fullfilment
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