Please see below for answers to frequently-asked-questions:

Do You Provide True 24x7 Operations?

Yes we do. All calls are taken by our own centre, 24 hours a day and are not outsourced.
We have a team of operators on throughout the early hours, there is always a supervisor and a separate customer service team to ensure that calls are being handled in appropriate time scales and calls requiring further actions are being dealt with promptly. Return To Top Of Page

What kind of ongoing support can I expect?

Your ongoing support occurs on several levels. On a day to day basis, you will have close personal contact with your dedicated account manager.
As campaigns progress there is always the need to review progress and make necessary changes. This special relationship allows this to occur in a timely manner.
On a strategic level, you will have the close liaison of one of the company directors to ensure that, although your call handling has been outsourced, you can consider GoResponse as an extension of your business.
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Can I routinely make changes to my call handling workflows?

Absolutely. Your changes can be implemented quickly when required thanks to the investment into "best-of-breed" call centre technology.
Minor changes can be pushed through quickly if required; and our training staff will be involved for larger scale revisions to ensure service delivery remains consistent.
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Can You Provide IVR Systems?

There's a wide variety of IVR solutions available, including both single and multi-level IVR's.
You can also take advantage of options that allow integration with your systems (e.g. client enters their support number and PIN and it validates their support contract with you in real time).
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What MI Is Available To Me?

In keeping with our ethos of working transparently, there's a wide variety of methods for providing you with the MI you need.
> Real time MI from any Internet browser {read more}
> Scheduled reports providing raw data in CSV format
> Real time or batched data submission via XML
> Variety of reports/pivot tables or charts also available.
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What About Disaster Recovery?

Continued investment into disaster recovery means that you will benefit from robust and continual service even in an emergency situation.
Along with facilities that you'd expect such as UPS, data stored on RAID arrays, offsite backups, perimeter antivirus and secure VPN, you can also benefit from:
> Two call centre sites (from April 2008) with real-time failover between sites
> Co-located failover servers for the phone system and ACD
> Twin National Grid power feeds into the UK site, with onsite backup power generation
> Twin independently supplied Internet feeds on both sites
> 24x7 System monitoring and alerting
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Can You Provide Email and Website Response?

Yes, current offerings include phone, email, web chat and integration with your website.
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What Are Typical Lead Times For Service Implementation?

Normally we can set the service up within 1-2 weeks, depending on the complexity of the service requirement.
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What About Capacity?

We have up the ability to handle thousands of calls a day with load balancing available across the two sites. We currently provide call handling services for many major brand names.
Utilising advanced Workforce Managment systems, every CSR shift is optimised to meet demand and keep service levels consistent throughout the day.
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