SUPPORTING CHARITIES TO MAKE A DIFFERENCE Find Out More
"We have been pleased with their agents, their call handling and their reporting" - NSPCC
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CALL HANDLING SOLUTIONS THAT DELIVER A HUMAN TOUCH

Making sure you have the means to service supporters at the critical moment they decide to contact you, is vital for the long term sustainability of any charity. For over a decade Direct Response has been working with a number of the UK's leading Charities and Not for Profit organisations helping them to really engage with their supporters. From offering dedicated donation lines to full supporter services, we are on hand to ensure you deliver fantastic service every time.

FOR MORE INFORMATION PLEASE CONTACT OUR BUSINESS DEVELOPMENT TEAM CALL NOW 0800 011 4570
A CONTACT CENTRE SOLUTION THAT DELIVERS ON KEY RETAIL REQUIREMENTS

Ensuring supporters receive a fantastic service experience is vital for any charity, which is why we have been working alongside the UK’s leading charities to develop a fully outsourced donation capture line.

Our call handling solutions are designed to help capture a donation at the vital moment an individual decides to give. We can work alongside your advertising campaigns, ensuring that there will always be somebody at the end of the phone to capture those important gifts.

Our agents are trained to upsell the charities work in a subtle way to help increase the size of the donation and inform callers of the important work carried out.

The flexibility of our solutions means that we can integrate with the latest CRM platforms, ensuring your donations can be processed directly to you.

Wherever possible we aim to try and capture gift aid so that the value of each donation is given its full potential.

All of our donation line services have been setup to conform to PCI DSS standards ensuring the very latest levels of data security.

Benefits of the feature:

Grow supporter spend value.
Ensure you capitalise on current and legacy supporters.
Support media activity.
Cost effectively manage and maintain supporter call demands.

Ensuring supporters receive a fantastic service experience is vital to ensuring repeat donations and positive brand perception, therefore we have developed our support services solution that will give your clients the premier support they deserve.

Our supporter services lines are designed to help your customers get their questions answered in the most efficient manner whenever the need arrives.

We will work with you to understand and identify your most frequently asked questions and help standardise and streamline your responses so that your customers receive a consistent message and level of service every time.

Our agents are trained in soft skills that include, empathy and active listening- all alongside Neuro linguistic programming techniques, these are all designed to help guide provide callers with a level of reassurance that their enquiry has been properly dealt with.

Benefits of the feature:

Experienced customer service call handlers.
Maintain accurate supporter details.
Streamline frontline and fulfilment processes.

We have been helping numerous charities release additional revenue from past donations by assisting them in undertaking their legacy giving campaigns.

We have developed solutions that can proactively engage with past donors and capture gift aid that may have been missed when the additional gift was given.

Our agents are trained to explain what the gift aid process is and what it means to the charity, this helps to educate supporters so that more future gifts will have the gift aid opt in.

Whilst we’re proactively contacting your supporters, we will also be cleansing and updating the account records so that they can be used for future marketing initiatives.


Benefits of the feature:

Engage with past supporters/donors to unearth new revenue streams.
Efficient use of previous supporter data.

Choose Your Level Of Contact Centre Support

A Contact Centre Package To Suit Your Needs

Bureau

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 site’s functionality

5. 24/7/365 call handling support

6. Call handling to PCI Level 1 compliance standard

7. Requested access to individual call recordings

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Semi-Dedicated

Includes all the bureau features and functions plus

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

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Fixed Seat

Includes all semi-dedicated features and functions plus

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 fulfilment

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Have A Bespoke Business Requirement?

CALL OUR TEAM NOW 0800 011 4570

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