PA Service

How many business people could do with an extra pair of hands?
Do you just wish you could get on with your job without being interrupted?
Can your customers speak to someone when you are in a meeting?
Would you like someone to vet your calls for you?
Do you wish for an evening, weekend, or even a holiday without being hassled? You have too much work for you but cannot justify an additional member of staff.

You are not alone. Many entrepreneurs and even large offices have the same problem.

Direct Response has years of experience in taking those pains away and making sure all of your new and existing customers are dealt with in a professional manner and you can deal with the calls when they suit you.

Direct Response will work with you to provide powerful and cost effective solutions for your PA requirements. We effortlessly range our service from simple to the involved and complex. Testimony to our quality is loyalty demonstrated in a customer retention rate of 99%.

Extraordinary results come from doing the ordinary things extraordinarily well.

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

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LEVEL 1	LEVEL 2	LEVEL 3
QUOTE ME	CASE STUDIES	SLAs

ENTRY LEVEL 1:
PA Messaging: Taking the nature of the enquiry, ETA of response from 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

LEVEL 2:
PA Messaging: Taking the nature of the enquiry, ETA of response from requested person	Message and Patch: Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through
Ad Response Fulfilment: Fulfilment of standard services and letters	Diary Management: Ability to see and add to your business diary
Basic Order Taking: Standard products and services 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

LEVEL 3:
PA Messaging: Taking the nature of the enquiry, ETA of response from requested person	Message and Patch: Taking the nature of the enquiry, sales qualification details, locating a qualified person and patching the call through
Ad Response Fulfilment: Fulfilment of standard services and letters	Diary Management: Ability to see and add to your business diary
Diary & Event Reminder: Automatic updates to remind you of anything from meetings to insurance renewal	Letter writing: Standard and bespoke letter writing
Debt Collection: Contact your customers who have not paid you	Day to day tasks: Order your stationery, gifts to customers
Letter opening and banking: UK PO Box, open your mail, bank your checks	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	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: ie FSA regulations, FIFA	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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