Fault Logging & Escalation

It's impossible to be everywhere all of the time.

It is also often not cost effective, reliable, or productive to be able to take every call every hour of the day.

Direct Response has a longstanding reputation with Corporate and SME businesses alike in delivering simple fault logging requirements to complex fault diagnostics, fault ticket allocation and defined escalation procedures for our customers.

The end result means your calls are being answered by someone you can trust, who will reinforce your brand, and make sure your customers stay loyal without it costing you all of your profits!

For more information on these solutions, please contact our business development team on 0800 011 4570

See Our Call Centre

LEVEL 1	LEVEL 2	LEVEL 3
QUOTE ME	CASE STUDIES	SLAs

ENTRY LEVEL 1:
Fault Messaging: Taking the nature of the enquiry or fault, provision of customer reference number, details and a time to be contacted	Fault Message and Patch: Taking the nature of the enquiry, details, locating a qualified person and patching the call through
Intelligent Scripting: Agents utilise intelligent scripting that is bespoke for your business	24x7x365: You will always have cover every day of the 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

LEVEL 2:
Fault Messaging: Taking the nature of the enquiry, ETA of response from requested person	Fault Message and 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 Rostra Look Up: Searches relevant person, call introduction, patch, check to ensure fault resolution eg engineer call out to customer site	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

LEVEL 3:
Fault Message and Patch: Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through	Rules based commands: Depending on nature of call different rules are activated with associated cost
Fault Escalation: Fault identification, unique reference number allocation, escalation commands	First Line Fault Resolution: Fault Q&A and resolution, logging of outcome
Second Line Fault Resolution: Fault diagnostics, appropriate fault resolution actions, deployment of solution, progress reports for customer and SLA compliance	Dynamic Search and Rostra Look Up: Searches relevant person, call introduction, patch, check to ensure fault resolution
Automatic Alarm Activations: Automatic responses and escalation to alarms and emails	Email and Call Broadcast: Staff groups called to ensure en masse awareness and rapid response
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	Bespoke Agent Training: Agents trained to campaign levels
Intelligent Scripting: Agents utilise intelligent bespoke scripting that is bespoke for your business	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: ie FSA regulations, FIFA
24x7x365 Cover: You will always have cover every day of every year	Multilingual Applications: German, Dutch, French, Spanish, Italian, English, Danish, Swedish, Norwegian, Afrikans, Romanian, Greek, Russian and Flemish
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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