Direct Outsourcing

Communication with millions of people

Our core competency is in the delivery of Customer Experience solutions, ranging from the very fundamental customer support foundation to more knowledge and skill intensive areas such as technical support, help desk and problem resolution.

Every channel is backed by AI and automation working alongside our agents, never in place of them. We don’t sell AI as a stand-alone product — it’s built into how we triage volume, support agents in real time, and report back to you.

Inbound Customer Experience

In today’s digital landscape, customers expect to be connected to your brand seamlessly via any channel, any time, for an ideal Customer Experience. We support the full spectrum of customer facing channels — phone, live chat, social media, email, SMS and more — integrated to meet customers at their preferred channel or give a unified interaction across any combination of channels: the ideal Omnichannel experience.

Social Media

With billions of social media users worldwide, Social Media Management and Support Services has become a critical component of any brand’s Customer Experience touchpoints. Whether you have an existing social media presence, or you haven’t yet taken that forward step, let DirecOne take your Social Media Management to the next level across five key areas — standalone or as an integrated Omnichannel solution:

1. Marketing and building your brand.
2. Growing your social media reach.
3. Saving and assisting your current customers.
4. Onboarding new customers.
5. Introducing new products and services.

Content note: the live copy dates this section to 2020/2021 via a pandemic-era reference — worth a rewrite during content review rather than porting the specific framing verbatim.

Video Support

For interactions that benefit from a face, not just a voice — technical walkthroughs, high-value account reviews, moments where a customer wants to see a real person on the other end — DirecOne agents handle scheduled and on-demand video sessions as their own channel or folded into a broader Omnichannel engagement.

Live Chat Support

Live chat gives customers confidence that help is available when they need it, yet it remains under-adopted across the web. While Chatbots are the future of chat support, current Natural Language Processing and AI still struggle with nuance, emotion and complex or judgement-driven situations.

DirecOne offers a blended approach to Live Chat Support, where Chatbots catch customers in real time and assist with basic FAQ responses, while conversations needing further assistance are directed to live agents who maintain a strong Customer Experience.

6 reasons Live Chat enhances the Customer Experience:

1. Connects customers instantly with support.
2. Allows customers to multi-task during the interaction.
3. Wait time is negligible in most cases.
4. Conversations can be saved on the customer end.
5. Queries are usually answered real-time.
6. Can be integrated into an Omnichannel Solution.

Email Support

Many customers choose email support over other channels for its convenience — it’s asynchronous, so customers can send a message at any time and receive a response within a reasonable, predefined timeframe.

Some benefits of Email Support:

1. Leaves an easily accessible paper trail to protect both parties.
2. Ideal for customers who don't have time to wait in queues.
3. All basic types of attachments are supported (pictures/screenshots, etc.).
4. Ticket numbers can be assigned and tracked by both parties.
5. Provides customers with ability to clearly outline complex issues.
6. Can be integrated into an Omnichannel Solution.

DirecOne can incorporate artificial intelligence to automatically respond to simple queries, read and understand personalized requests, and determine which responses should be automated versus manually handled — as a stand-alone service or part of an overall contact center solution.

Survey

Computer Assisted Telephone Interviewing (CATI) surveys remain relevant even in a digital age. DirecOne offers the full CATI ecosystem, including survey design, the CATI platform, response collection, and data analytics.

CATI Surveys add a human touch:

1. High quality data with higher accuracy.
2. Quick and efficient.
3. Ability to reach wider demographics (respondents without a PC/smart device or internet, remotely located, aged, etc.).
4. Higher response rate.
5. Good for sensitive topics.
6. Questions can be clarified.
7. Suitable for longer surveys.

Our surveys range from NPS and other Customer Experience surveys to gathering biographical, financial, medical or other demographic data as part of larger surveys.