Customer contact services

RESPONSE provides services to our client's customers across multiple communication channels on an inbound, outbound, and blended contact basis.

The principal contact channels used include:

• telephone
• email
• SMS
• white mail
• web based interactions such as web chat

RESPONSE has a strong track record in providing exceptional sales and service operations. Our customer advisors can professionally handle the full customer lifecycle - from acquisition through retention, to customer service including cross and up-selling.

Inbound solutions

Supporting live and automated customer interactions across the full customer lifecycle - from sales and customer service to technical support - we can provide a tailored inbound calling solution whatever your requirements.

We view customer contact as an opportunity to:

• gather insight
• manage retention
• identify up-sell potential

Our customer contact insight provides a powerful window into service and product development opportunities, ultimately helping you achieve and maintain a market leadership position.

It's not just about customer service. Our highly-trained inbound sales teams have proven success in delivering well above average conversion rates on inbound sales enquiries, thereby maximising return on investment from your advertising and direct marketing campaigns.

Outbound solutions

Outbound customer contact is an important component of the customer engagement strategy. Every relationship starts with a first contact and it is important that these are handled concisely and with professionalism. A commitment of ensuring we provide the right people with the right skills, the right tools and the right working environment mean that RESPONSE is well placed to deliver on what are traditionally considered to be challenging calling activities. Of course, outbound activities have a strong role to play in developing existing customer relationships.

We offer considerable expertise in utilising outbound techniques and technologies to ensure maximum opportunities for revenue and relationship development. This may, for example, include an SMS or voice-based welcome message for new clients – a valuable early engagement experience that may itself present cross or up-sell opportunities.

Extensive Quality Assurance procedures ensure that all calls made on your behalf by our sales advisors reflect the highest standards and industry best practice. Therefore, you can be confident that we are delivering you new and profitable business that provides the foundation for building long-lasting relationships with your customers.

Blended solutions

RESPONSE is able to support you in achieving your business goals through the delivery of blended capabilities. In a voice-based environment inbound contact can lead to the need for outbound follow up in much the same way that outbound contact can generate inbound contact. These are best handled in a joined up manner. We have a considerable track record in delivering blended call capabilities, in which our advisors are skilled in handling both inbound and outbound call types.

The connected, multi-modal world is even more complicated with customers reaching out through multiple routes. A clear customer engagement strategy is important here but it must also recognise that customer requirements develop over time - solution flexibility is key. This is where we excel.

RESPONSE has already implemented a number of solutions that blend capabilities to provide a "joined-up" service across multiple media channels. In one example, customer purchases could be made via the phone or client website, changes to customer details could be made by phone and fulfilment included white mail, email and SMS - all seamlessly handled by RESPONSE.