Our valuable call centre does more to help your customers

The internet is great for answering all manner of intricate questions and emails are fantastic for squaring off quick queries. Sometimes though, you just need to speak to a human. That’s where call centres come in.

This is particularly pertinent in complicated areas such as finance. Providing a quick, direct line of communication that allows people to settle matters from the comfort of their own home is a cornerstone of customer service.

DFC set up their call centre to deflect the onus off busy organisations without the necessary knowledge or time to deal with Direct Debit queries. It’s proved an ongoing success, with almost 50% of all enquiries now handled over the phone!

 

A high grade of service

DFC’s trained call centre experts are busy taking up to 20,000 calls a month from their client’s customers. Enquiries cover everything from the setup of Direct Debits to cancelling and changing payment dates.

It’s their goal not to get caught up in the negative associations that befall most call centres, especially in areas like wait times. DFC’s call handlers’ answer 95% of all calls that come their way and 75% of these are picked up within the first 45 seconds.

With the reputation of their clients reflected in the service provided by DFC’s handlers, it’s imperative that all calls are handled in a professional and effective manner.

More recently, they opened their doors on a Saturday to provide support to hard-working individuals who simply don’t have the time to get in touch during the week. This way, customers can manage their payments more efficiently and busy organisations can get back to what they do well – growing their business.

 

Training and security

One of the top priorities at DFC’s call centre is security. When handling sensitive data frequently, it’s imperative not to let it fall into wayward hands.

All customers are taken through a series of security questions before their enquiry is dealt with and staff are trained to a level in which they are competent to comfortably handle all safety measures that are in place.

Beyond this, employees undergo a thorough training induction that teaches them the ins and outs of the business alongside the nature of calls handled on a day to day basis. No stone is left unturned. As a result call handlers can manage each call efficiently and as quickly as possible.

 

Our call centres are open from 9am – 5pm Monday to Friday and 9am – 4 pm. If readily available help for your customers regarding their Direct Debits sounds like something you could benefit from, then get in touch now on 01908 422 000 or drop us a message.

Direct Debit for charities and fundraising organisations

A large bulk of income for charitable organisations comes from people making regular donations. For that reason, it makes every bit of sense to use a sustainable collection method that enables a consistent transfer of money with little input from the donor. Direct Debit is the simplest solution.

Luckily, it seems the majority of charitable organisations have taken advantage of this arrangement. According to London and Zurich, Direct Debit now accounts for 31% of all UK voluntary charity donations. In the last year, 58 million donations, worth £1.1bn, were made to UK charities.

The benefits of Direct Debit

Fundraising 

Looking to save money where you can is important to any business, but it’s particularly crucial to charities. On average, a charity spends £0.12 on fundraising for every £1 they receive as a donation. Getting as many donors on board with Direct Debit as you can won’t only ensure a continuous stream of income; it will give you one less person to try and win over.

 

A cheaper alternative  

Direct Debit is cheaper than the majority of collection methods, like credit and debit card. This is a great opportunity to throw incentives, discounts and prize draws into the mix to encourage people to sign up. For example, if you’re a charity-based leisure facility, take this opportunity to push out some membership offers.

 

 Save time on admin

Using Direct Debits means you’ll always know in advance exactly when funds will be cleared and in your bank account. This greatly reduces the room for oversights and cash flow issues within the business. Beyond this, Direct Debits are automated. Never again will you have to worry about where money is coming and going, making it easier to plan to for the future.

 

Spreading costs

How many of us choose to pay that little bit extra and spread our outgoings rather than pay a large sum upfront?  It’s the same story for your charity donors. £2 a week sounds much more appealing than £104 upfront. Once they’re signed up, that’s that. The money comes out of their account automatically.

 

Easy sign-up

Online joining provides another relief to pricey fundraising costs. Quick, convenient and easy, online joining portals like our FastDD give people the option to sign up on a range of platforms wherever they see fit. As long as there’s an internet connection, they can do it from the comfort of their couch or on their commute. This can even also be pushed out on various forms of marketing collateral. Best of all, it’s great for the environment!

 

Go one step further and get in touch with DFC. Our experts can manage your Direct Debits for you, improving collection rates, ensuring knowledgeable customer service for your donors and enhancing your bottom line.

A who’s who of Direct Debit

Much like with any banking or payment process, the Direct Debit cycle involves a number of key players who work tirelessly behind the scenes to ensure Direct Debit mandates move forward without a hitch.

Thanks to these guys, the public can submit a Direct Debit quickly and easily from the comfort of their couch without any hassle. Businesses can also take a break from lengthy administration duties and maintain a better grasp on their finances. Who exactly are we talking about?

The organisation that the customer is paying to

If a customer is happy to utilise the services of an organisation, they might set up a Direct Debit with them. This can either be for ongoing or one-off payments and can be set up over the phone, the internet or via a Direct Debit Instruction form. This information will then be passed on from the organisation to the bank, giving the bank permission to collect money from the customer account.

 

The bank/building society

Banks and building societies operate as the middleman between the organisation and customer. They are responsible for responding to all requests, be it sending money to and from accounts, handling default payments and refunding money taken in error. The Direct Debit process operates over a three-day window from the submission of a payment until the final account entry stage.

 

Bacs Payment Schemes Limited

Bacs is the organisation responsible for the efficient operation of the Direct Debit scheme. They write the rulebook on what is and isn’t acceptable and ensure that the scheme upholds the highest industry standards. They don’t have a direct relationship with customers. Instead, they remain in the background overseeing the process and ensuring it remains airtight for consumers and businesses alike.

 

Financial Ombudsmen

This is the independent service set up by Parliament for settling financial disputes and maladministration between consumers and businesses. They will make circumstantial decisions in each case based on what is fair and reasonable.  They must take into account relevant laws, codes of practice and industry guidelines and standards.

 

Direct Debit bureau

Direct Debit bureaus, like DFC, are the experts in managing all aspects of the Direct Debit scheme from setup through to collection. This takes the onus of busy organisations which don’t have the time or knowledge to manage their collections themselves. Direct Debit bureaus improve cash flow and collection rates and can even offer advice and guidance on the best ways to get new and existing customers on board.

 

Get in touch with DFC today. Our mission is to help you improve your relationships with your customers so that they stay longer. You can leave us to collect your Direct Debits, while you concentrate on running – and growing – your business