Provide Support When Your Customers Need It Find Out More
"Direct Response has allowed us to maintain a level of support to our customers previously unavailable." - Hewden
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Support Your Customers With A Help Desk Solution

So you've successfully won your customer, however that is only the beginning. Focus then turns towards the after care of those individuals. Being able to service clients whenever they should require your support is becoming a key USP for many organisations. However, its a service that can be costly when undertaken in house. Our help desk solutions allow you to setup a dedicated support mechanism that can address and answer customer queries as soon as they arise allowing you to focus on winning new business.

FOR MORE INFORMATION PLEASE CONTACT OUR BUSINESS DEVELOPMENT TEAM CALL NOW 0800 011 4570
HELPDESK SERVICES TO SUIT YOUR BUSINESS SIZE

Help Desk Response:
Taking the nature of the enquiry, qualification of question, details and a time to be contacted

Message and Patch:
Taking the nature of the enquiry, qualification details, locating a qualified person and patching the call through

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

Help Desk Response
Taking the nature of the enquiry, qulaification of questions, details and a time to be contacted back.

Credit Card Transactions:
Online credit card verification and 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.

Help Desk Response
Taking the nature of the enquiry, qulaification of questions, details and a time to be contacted back.

Complex Helpdesk Support:
In-depth product knowledge, triage service, account and system interregation 

Full Integration:
Secure retrieval of customer information.  

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:
FCA regulations

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

 

 

 

Our service level agreements ensure all customers receive consistently high levels of service throughout the life of the contract.

 

• 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 live in 10 days

• 80% of inbound calls to be picked up within 5 rings

• Customer to receive account management calls 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 to a live person

• Escalation procedure to the MD of Direct Response

• Electronic or Paper Bills to be provided monthly

• Online web portal to view the performance of the call centre SLA

Menzies Aviation  Hewden Grunenthal 

 

 

 

BENEFIT FROM OUR 99% CUSTOMER RETENTION RATE

CALL NOW 0800 011 4570

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