CallingtheCape

Outsource Partner: 3i Solutions

Direct Response runs a variety of inbound services for UK clients, including customer service, virtual receptionist and surveys, across around 200 agent seats in the UK. Seeing the ability to expand its business both in inbound and outbound work, DR assessed a number of offshore locations and potential partners before choosing 3i Solutions in Cape Town as its long term partner. Beginning in April 2004, 3i Solutions have undertaken a number of telesales campaigns, customer surveys and other outbound campaigns, for UK companies including Holmes Place and I Store It.

Ian Mitchell, Director Client Services, Direct Response Limited:

We chose Cape Town over other because we perceived strengths in the market there for inbound customer service and support, which makes up the bulk of our UK business. Since starting work with 3i Solutions this year, we have been consistently impressed with the quality of the agent, the technology and the management – which is outstanding for a relatively new operation. We have run outbound campaigns already that have exceeded our expectations in terms of sales, responses and customer feedback.