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.

We do more customer service

Customer service may not be the backbone of the economy, but it’s certainly the brain. We all set our expectations high in this department and take offence when it’s not met. After all, would you continue giving your hard earned money to an organisation that didn’t treat you with respect? That’s why, at DFC, we do more to go the extra mile for our clients and their customers.

A more tailored approach

It’s our job to provide a seamless operation that works in synergy with yours to maximise income, streamline administration and give you a competitive advantage.

Every organisation is different. That’s why we offer a bespoke service tailored to your services and clients. Our fully managed service (FMS) handles all the hard work of collecting Direct Debits for you so that you can focus on your core business.

Our FMS takes the onus of organisations in areas such as collection and credit control. We also go out of our way to integrate with your CRM system. If it’s a system we haven’t previously encountered, we’re more than happy to go the extra mile to include it.

“DFC is meticulous to detail and customer service is second to none, not to mention the expertise and advice they offer our management team at all levels.” – Mike Lyons, BH Live

You will always find us working hard to provide the next big solution or innovation to make the lives of our clients easier.

Working for your customers

Around providing you with excellent customer service, we’re also doing the same for your customers. It’s important that we make the payment process as simple as possible for them. As such, we’ve opened up more payment avenues than ever before to ensure that there’s always someone on hand to handle your customers’ queries.

We’ve recently expanded our call centres hours to include Saturdays for those that simply don’t have time to get in touch during the working week. Our Direct Debit experts are busy listening to thousands of requests a day so that your busy staff don’t have to. DFC’s friendly team are as knowledgeable as they are helpful.

Our online joining portal is also easily accessible across a range of devices. This allows your customers to sign up to direct debits quickly and at their convenience. It can be easily integrated into your site and app, acting as a 24-hour sales aid.
If you’re interested in our services, get in touch now on 01908 422026 or drop us a message on our contact form.