Direct Response Television (DRTV)

What is a DRTV Call Center?

A DRTV Call Center is a facility that answers inbound, or places outbound, telephone calls.

Call centers, also known as contact centers or customer care centers, use sophisticated software to provide a full range of services including:

• High-volume inbound call handling
• Outbound call-handling services
• Customer support
• Multilingual customer support
• Credit card services
• Call monitoring services
• Interactive voice response
• Web-based services

Call center solutions can be customized to your specific needs. The customer service respresentatives will need to be trained to understand your product or service. Look for a call center that uses technology including:

• Customized order entry system with web access
• Scalable call answering and routing
• Caller identification with pop-up order screen
• Automated call distribution environment
• Call recording
• Call center reporting

These services will help you ensure the success of your DRTV campaign.

Other call center considerations include:

• Skills-based routing
• Selectively trained call center staff
• Multi-lingual customer service
• Upselling
• Save-the-sale
• Save-the-continuity

Computer scripting is important in facilitating up to the minute changes in strategy.