DirecOne has mastered the art of the Tipping point ! It is a Process for Success,  from the launch of the program all the way to the reporting mechanisms that keeps you in the know every step of the way.

Launch

A dedicated team of professional, enthusiastic resources will LEARN all about your organization and especially how you do business.  We then collect data and provide valuable customer feedback.  We will test the project before launching.

Training

Our trainers will ensure that every training experience is memorable.  In our classrooms, Agents are not only trained in product knowledge; they are shown how to actively sell the product by means of simulations that are drilled.

List Management

We micro manage every facet of List Management.  We continuously “crunch” numbers to arrive at the best fit for resources and Lists. We give a high degree of focus to detail on such things as time zones, lead scoring, national and regional events, weather patterns and any other factor influencing performance goals.

Quality Assurance

For us quality is not occasional it is everyday, every time and every contact.  We dedicate Monitors to your program and add additional Monitors as required by you. We share information obtained through joint Client Monitoring Sessions with our Agents.  We ensure Continuous Quality Improvement through continuous supervising, coaching, nurturing, and re-training and positive reinforcement.

Scripting

We have the capacity to create winning scripts and/or use your text-based script.  We then make exact electronic copies for use by our Agents.  Scripts are not read in “rote” fashion but internalized by our CSR's and delivered with sincerity.  We start with the Claim, the Reason and the Offer … saying exactly how they are going to save money, the Claim; saying how they can accomplish the claim, the Reason; and the Offer; then taking all the required information.

Verification

Every sale made is verified and audited. We have the flexibility and technical capacity to do: Self/Agent Verification, Audio Tape Verification “Digital”, In House Verification, Call Transfer Verification “Capping”, Third Party Verification, Call Back Verification. Using a Digital Recording Application, clients can obtain a recording of each sale.

Reporting

From the moment a campaign goes live, you will receive reliable, daily information as needed.  Extensive reporting is run from the database; including daily urgent feedback and a full report pack at the end campaigns.  Conversion analysis and informative management reports are included.  All reports can be customized to our clients’ specifications and stored in a highly secured manner. 

Web Support Capabilities

All our agents have access to the Web if needed for e-mail, chat, Voice over IP, Push technology and second line callback. To further enhance this, our Contact Center will modify our existing configuration previously researched by our internal System Integrators and Consultants. In fact, based on the equipment and Operating Systems those objectives can be easily attained.

Technical Resources

DirecOne has a skilled IT team directing its operations, which include:

• Network administration
• Data integrity and redundancy
• Firewall security
• Virus protection 
• Hardware maintenance 
• Software installations and programming

DirecOne is part of a larger organization called The Gillette Group. Within the Group there are Software Engineers and Communications specialists who assist on any project and who currently provide technical support to Fortune 500 companies in the region.

DirecOne’s IT staff is also skilled in various programming languages, (ASP, XML, JAVA, HTML, Visual Basic, C++, and SQL).  If a client needs assistance in building a customized application for program support we can achieve the required result.

We employ approximately ten (10) programmers directly, with the ability to scale using outsourced resources. Our programmers have between 5 – 15 years of experience. 

Software Development

Commercial packages are generally used in addition to which DirecOne possesses in-house software development capabilities and has developed our own Digital Recording Software and a number of programs for data extraction for client data export.