Call Centres UK

Other major benefits are:

• Eliminate costs of management, recruitment, HR issues, holidays, sickness, and additional office space.
• 24 hour cover
• Instant and cost effective access to the latest technologies for call handling, recording, and management information

Despite these advantages many companies and outsource companies get it wrong. In fact as many as 85% of outsourced services fail, yet at Direct Response we have retention rates of 99% and excellent customer feedback. Many customers and competitors ask us how we manage to do this.

The answer is simple we do 4 vital things extremely well, they are:

• Find out exactly what you want and need to make your business more successful
• We develop and deploy a service that provides this for you
• Give you this service at the highest quality possible time and time again
• Make sure we do ordinary things extraordinarily well

Naturally all of this is underpinned by the culture of Direct Response, our management system and processes and our recruitment policy. Also collaborate with you to help you outsource and manage us in the most effective way.

Here are our top 5 tips on what to look for when outsourcing your call centre services.

Quality: Economies generated from cheap charges become meaningless if the quality is not there you will not only fail to get ROI, it can damage your brand, give you misleading management information, and waste a lot of management time and effort. Look closely at the following areas.  Read more

Objectives clearly defined with regular measurements of success. It is critical that the call centre provides a solution that is fundamental to your business objectives.  Read more

Account management: Service Level Agreements (SLAs) only tell half the tale and deliver on half of the solution. It is critical that the correct business partnership and TLC is in place.  Read more

Visibility: Just because you are outsourcing it does not mean that you should be blind as to what is going on. In fact you should expect even more visibility.  Read more

Think of Outsourcing as Co-sourcing: Many people think that they can choose a call centre, dump the business issue on the centres doorstep, pay the bills and wipe their hands of all responsibility and management.  Read more

The core services offered by the call centres are:

• 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 *