At Direct Call Centres, we use the latest technology to enhance our service and delivery. Our technology means that we can offer a more streamlined management solution to you and give a more personalised experience to your customers.
How Our Technology Helps You
First Contact Resolution
Through intelligent, skills-based routing and personalised customer experience, we can increase rates of first contact resolution.
By providing agents with the right information when they need it, we can personalise the customers experience and resolve issues more effectively.
Understand Your Customer
Our detailed reporting enables our agents and managers to access all data available and give you a complete view of your customer.
Our technology means we can resolve more calls in less time, increasing productivity.
We have the ability to customise our technology so we can offer the right features and value to you.
All agents have access to all the information and tools needed for success.
Using the award-winning Enghouse Interactive as our contact centre service provider, we have a complete outbound solution for predictive, progressive and preview dialling, as well as all the resources required to handle inbound calls. The dialler offers powerful campaign management tools and adheres to the strictest compliance rules and governmental regulations while maximising productivity.
All our operations are fully compliant with GDPR and OFCOM regulations.
We monitor the performance of all our people and all our campaigns and provide detailed reporting to all our clients.