Heathmill Response

Technology talks
To support growing Direct Response TV activity, our Response Centre can now handle 570 concurrent calls - including 210 concurrent calls live

The way in which you handle the Response to your customers, will define whether your customers wish to be responded to by YOU in the future!

Outsourcing to a Response Centre can be ideal - managing peaks, investment in latest technologies etc.

Heathmill Response provides a Tangible service, but with as much Creativity as possible.

Training, Motivation, Grade of Service, Quality of Staff are all concepts that we take to heart. After all, if your customers do not want to respond to YOU in the future - where does that leave US!!!

Heathmill RESPONSE does not just operate in a vacuum. It has at its disposal a massive Technology resource, a Fulfilment operation, a Sales Operation and a Creative Service Team.

So, if you feel your requirements are Response led…
Look no further than the Tangible Creativity of HEATHMILL RESPONSE.

It should not matter how a Customer wishes to respond - as long as it is efficient and convenient.
In the coming years, much more will migrate to the Web, and using Web Forms can certainly make that a very satisfactory experience for both Client and Customer. Using technology, you can automate much of the response through the Web, and then use Customer Service Executive downtime to resolve the more difficult queries.
However, at the moment, most Customers would still prefer the Phone.

The problem is that with the Phone, unlike any other medium, you have only 15 seconds to respond to EVERY call - whatever time of day or night that customers choose to call. And, of course, often, they all tend to call at the same time!

With Post, there is more time available to respond - usually 7 to 10 days. But with email, the electronic form of post, most Customers will expect a response within 24 to 48 hours. The difficulty with both of these mediums is that whilst there is more time, the information given can be less specific and less interactive.

Of course everything is further complicated by shifting peaks based on sporadic, seasonal or changing marketing and administration efforts, which will effect the volumes of response.

So, the process of successful Response handling is a logistical exercise dedicated to matching demand with supply across the various channels by which Customers are encouraged to respond.

If the right number of trained staff, were always available to answer the right number of lines at the right time of day, then very little can go wrong!

The only way that this can be achieved is by a constant analysis of existing campaigns and existing trends to ensure that the resources are managed to the best effect at all times.
Heathmill Laboratories are permanently monitoring the statistics produced to ensure that everything is running smoothly.

In the event that variances are spotted, they will immediately notify Client Management and Response Centre staff to recommend changes to staff rostering and allocation to adjust the situation.

In addition, Heathmill Laboratories will produce reports on a regular basis to ensure that the Response Centre Clients (and other Heathmill divisions) are always aware of what is going on.

Heathmill Laboratories do not believe in reports for reports sake - they must be clear, concise and informative.


	WELCOME TO HEATHMILL RESPONSE Technology talks To support growing Direct Response TV activity, our Response Centre can now handle 570 concurrent calls - including 210 concurrent calls live The way in which you handle the Response to your customers, will define whether your customers wish to be responded to by YOU in the future! Outsourcing to a Response Centre can be ideal - managing peaks, investment in latest technologies etc. But it can also be very scary! Your brand in someone else's hand! Heathmill Response provides a Tangible service, but with as much Creativity as possible. Training, Motivation, Grade of Service, Quality of Staff are all concepts that we take to heart. After all, if your customers do not want to respond to YOU in the future - where does that leave US!!! Heathmill RESPONSE does not just operate in a vacuum. It has at its disposal a massive Technology resource, a Fulfilment operation, a Sales Operation and a Creative Service Team. So, if you feel your requirements are Response led… Look no further than the Tangible Creativity of HEATHMILL RESPONSE. Heathmill Web Phone Post It should not matter how a Customer wishes to respond - as long as it is efficient and convenient. In the coming years, much more will migrate to the Web, and using Web Forms can certainly make that a very satisfactory experience for both Client and Customer. Using technology, you can automate much of the response through the Web, and then use Customer Service Executive downtime to resolve the more difficult queries. However, at the moment, most Customers would still prefer the Phone. The problem is that with the Phone, unlike any other medium, you have only 15 seconds to respond to EVERY call - whatever time of day or night that customers choose to call. And, of course, often, they all tend to call at the same time! With Post, there is more time available to respond - usually 7 to 10 days. But with email, the electronic form of post, most Customers will expect a response within 24 to 48 hours. The difficulty with both of these mediums is that whilst there is more time, the information given can be less specific and less interactive. Of course everything is further complicated by shifting peaks based on sporadic, seasonal or changing marketing and administration efforts, which will effect the volumes of response. So, the process of successful Response handling is a logistical exercise dedicated to matching demand with supply across the various channels by which Customers are encouraged to respond. Heathmill Laboratories If the right number of trained staff, were always available to answer the right number of lines at the right time of day, then very little can go wrong! The only way that this can be achieved is by a constant analysis of existing campaigns and existing trends to ensure that the resources are managed to the best effect at all times. Heathmill Laboratories are permanently monitoring the statistics produced to ensure that everything is running smoothly. In the event that variances are spotted, they will immediately notify Client Management and Response Centre staff to recommend changes to staff rostering and allocation to adjust the situation. In addition, Heathmill Laboratories will produce reports on a regular basis to ensure that the Response Centre Clients (and other Heathmill divisions) are always aware of what is going on. Heathmill Laboratories do not believe in reports for reports sake - they must be clear, concise and informative.

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