Our approach
Our Approach PDF Print E-mail
Written by Direct Call Admin   
Monday, 25 August 2008 12:01

Direct Call delivers advanced technologies and industry best practice management methodologies to all our accounts. However, the heart of our success stems from the people who represent the frontline of our business and our clients’ businesses. Direct Call is based on a “Boutique Contact Centre” business model, which is unique to the industry. Our approach enables us to attract and retain the highest quality personnel, including all of our agents, trainers, and managers.


Our call centre is located in Glasgow, Scotland, which consists of a large supply of quality, bilingual, and career-oriented people. Many local residents identify working in the call centre industry as a viable career option and are therefore more committed to their job. At Direct Call we create a career path for all our agents, with a focus on continual education and opportunity for advancement.


Our employees value a small and intimate working environment. As a result, our call centre will never contain more than 200 seats, despite how large our company grows. A boutique style call centre allows us to reinforce a family-like culture while maintaining enhanced quality assurance practices. Through experience, we have learned that boutique style call centres deliver higher employee retention and quality service than large “super” centres with thousands of seats. Direct Call does not strive to be the biggest, just to be the best.


With approval, our contact centre floor is heavily branded for our client. Our dedicated team managers’ focus heavily on creating a team culture that is closely aligned with our clients' so that each agent feels dedicated to your brand and communicates with your customers in a way that is consistent with your corporate culture and values.

Last Updated ( Friday, 29 August 2008 13:52 )