Direct Response Call Centre Services
Benefit from a tailored approach to direct response call handling for media campaign calls to increase sales and revenue opportunities.
What Is a Direct Response Call Centre?
A direct response call centre is a specialised service centre offered by Whistl. It handles inbound and outbound calls generated by advertising campaigns.
Businesses spend money on advertising to raise awareness of their products and services. Direct response campaigns can use media channels: TV, radio, outdoor advertising, and printed materials such as adMail. By outsourcing direct-response customer service, businesses can effectively manage customer enquiries and complaints to improve customer satisfaction and engagement. Whistl’s direct response call centre provides a tailored solution to address your specific business needs.
What Are Whistl’s Direct Response Call Centre Services?
Depending on your business, focusing on acquisition can be the key to generating more enquiries, opportunities, and sales revenue throughout the year. Whistl specialises in industry sectors such as telecommunication, entertainment, and charities, all of which successfully use direct response campaigns.
We can offer services related to:
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TV ads, infomercials, or radio
Using phones is a primary tool for customers to engage with your brand. We can track campaigns and conversion performance. Regular performance monitoring and feedback sessions can improve customer service.
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Catalogue, out-of-home, and print media
We support several catalogue brands as their sales conversion specialists. In this process, our specialised agents offer expert assistance to prospective customers, increasing the chance of converting inquiries into successful sales. Our agents effectively communicate with customers to understand and address their needs, ensuring a personalised experience.
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Digital and online
As eCommerce specialists, we react to online sales offers and promotions. Whatever your product or service, Whistl will help increase sales from your marketing campaigns and improve response reporting with our fully trained, dedicated direct-response call-handling team.
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Tailored training
Each business is different, so we offer tailored training solutions for our call centre agents. We can also provide in-house, bespoke training to our advisors. Our team leader training roll-out options can free up your time to focus on other aspects of your business or management responsibilities. Our teams collaborate closely to ensure high-quality service and seamless integration with your business needs.
What Are The Benefits of Whistl's Direct Response Call Centre Services?
Outsourcing to a direct-response call centre like ours can offer many benefits. With our services, you can take advantage of:
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Fully-trained agents
Our agents are fully trained to meet your business needs, and you can even train them through our Train-the-Trainer program. We have decades of experience supporting businesses, brands, and products with specific advertising needs and direct response campaigns. For example, we are well-practised in DRTV, radio, and print media campaign response campaigns.
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Scalability
We boast a flexible team that can scale up for high-call-volume clients. This means that we can align our services with your brand's growth, ensuring it can reach its full potential,
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Saved time
Agency collaboration with our direct response call centre is designed to reduce your company’s time and money expenses. While we handle your customer calls, you can concentrate on other essential aspects of your business,
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Tracking
We provide tracking and ROI analysis based on individual media and consumer spending. Monitoring the progress of our direct response call centre service ensures we always know where to implement improvements to offer your customers the best possible, and our agents are trained to answer customer enquiries promptly and accurately.
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Maximised profits
We can up-and cross-sell products or services, boosting revenue opportunities during customer interactions.
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Effective customer data handling
Our PCI-compliant order processing establishes secure payment information, protecting you and your customers. Additionally, our synthetic scripting tool captures customer information and purchase data, enabling us to offer personalised service and accurate data collection. In turn, this could boost overall sales and customer satisfaction.
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Enhanced customer engagement
Direct response marketing can effectively generate demand and interest. Converting this interest to new customers requires the right level of customer service and support. Outsourcing your direct response call centre needs is a cost-effective way to meet the demands of your marketing activity and guarantee that your callers will discuss their interests with a trained agent, moving them closer to becoming customers. Our team is equipped to efficiently handle customer requests, ensuring a seamless experience for every caller.
Read Some of Our Contact Centre Solutions Success Stories
How Micro Scooters Scaled-Up Its Customer Service Capacity
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Micro Scooters
Whistl help TOCA Social build a smooth Guest contact experience
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TOCA Social
Flexible Contact Centre Services for The Noble Collection
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The Noble Collection
Want to improve your customer service levels?
Improve engagement across all channels with our outsourced customer support solutions.
Direct Response Contact Centre FAQs: Typical questions and answers around direct response customer service
How long does it take to start managing our customer service?
The timeline for a customer service program can vary depending on complexity and scale. However, a straightforward implementation could be within 4 to 8 weeks from contract signing to the first call. This includes training agents to become experts in your product/service.
How quickly can Whistl scale our team up or down?
With hundreds of physical seats across two UK sites plus home worker capacity, we adjust staffing based on your call volume, allowing us to respond to your call demand. For example, if you experience a 40% spike during peak season, we allocate additional agents for the period. When demand drops, we scale back the resource, meaning you pay only for what you use, eliminating fixed overhead and employment costs.
What types of advertising campaigns can the customer service agents support?
Our team can manage direct response campaigns across all primary channels: TV ads and infomercials, radio campaigns, print media and catalogues, out-of-home advertising, and digital/ecommerce promotions. We have decades of experience supporting businesses across industries, including telecommunications, entertainment, and charities.
How does Whistl help maximise revenue from direct response calls?
Our team will work to support each client's brief and objectives. Whistl's agents are trained in upselling and cross-selling techniques that can boost revenue at each customer interaction, with detailed performance tracking and ROI analysis by media channel and individual contact driver. Our agents have an average tenure of 9-10 years (vs. the industry average of 1-2 years), their experience allows them to understand and resolve issues faster on first contact - reducing repeat calls and improving customer satisfaction.