FSA Services

Direct Response specialises in finance businesses across the mortgage, loans, IVA, and insurance market place.

Understanding FSA and wider compliance is one thing, being able to deliver compliance and a high level of service within this environment is another.

Direct Response has over 60 companies working in the finance market.

We have applied our insight in the market place to make sure that a complete end to end process is put in place to ensure a smooth, rapid and efficient service.

The net result is that your business can outsource with the peace of mind that you will be one of the most competitive companies using the best people and technology out there.

Call us and one of our business development managers will understand your business requirements and put together a bespoke solution that will provide the highest level of service and a strong return on your investment.

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:
Messaging: Taking the nature of the enquiry or fault, provision of customer reference number, details and a time to be contacted	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

	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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