Contact Centre Services

Comprehensive telephone solutions

DDL Group has the facilities to provide a wide variety of top quality contact centre services, including:

• In-bound telephone servicing
• Outbound telephone questionnaire/marketing
• Brochure/product response & fulfilment
• Internet and e-mail contact
• Mail order processing
• Subscription/club management
• Competition handling
• Information lines
• Customer care management
• Ticket processing

DDL Group provides answering 24 hours a day, 7 days a week utilising both live operators and the latest IVR voicemail facilities.

We also accept responses via fax and e-mail, and we offer a fully digital, flexible ACD telephone system equipped with:

• Sophisticated voicemail facilities for use as information lines, or for periods of unmanned operation
• Full call monitoring for statistical evaluation or monitoring staff performance
• Call waiting features for times of high volume response

As technology grows, so the varieties of customer contact methods flourish. DDL Group offers leading edge technology to take advantage of this, as well as staff trained in the latest customer interaction techniques.

Real time information

Our agents key and code responses directly into the DDL Group computer system, allowing the client or their agencies to carry out campaign assessment and customer profiling as often as they wish.

Our day-end procedure maximises efficiency by selecting the best postal method for despatch of the day's response and preparing stock and personalised items for despatch. The client's master database is updated with the day's response at the same time, giving our clients absolute confidence that they always possess the most up-to-date campaign information available.

Committed to quality

DDL Group achieved the 'Investor in People' qualification in December 2000 and invests heavily in staff training as well as the latest technology - all to provide you with the best range of top quality direct marketing services.

Communication is key to achieving the best work. As a result, we promote regular staff briefings and give each new client a single contact within the Account Management team for day to day business.

DDL Group has always invested heavily in staff training across all our business areas, and we encourage our call centre staff to obtain the highest level of achievement, represented by the Professional Development Award in Call Centre Operations.