Inbound · Direct response
Campaign lines staffed to the spike, not the average
A TV spot, a radio flight or a paid burst puts a hundred calls into ten minutes. We forecast the curve from your media schedule, roster seats to it and answer as your brand, so the money that made the phone ring is never answered by voicemail. Every call is attributed to the placement that produced it.
2–5%
Healthy call abandonment rate on an inbound line; above 8% signals understaffing
Brightmetrics, Balto, ICMI, 2025–26
What is settled before the first spot airs
A response line is a forecasting problem before it is a staffing one. These six things are agreed with you and your media buyer before the campaign goes live.
Staffed to forecast volume for the life of the campaign
01
Forecast
Your media schedule turned into an hour-by-hour call curve, from the response rate of each channel and daypart.
02
Roster
Dedicated seats rostered to the curve with a buffer on the peaks, and the shared pool behind them for the minutes above forecast.
03
Script
The offer, the price, the terms and the objections, written with you and signed off before an agent reads a word of it aloud.
04
Capture
Order, enquiry and callback fields mapped to your CRM or order system, so a response lands where fulfilment can see it.
05
Attribution
A tracked number per creative or channel, written to the record with each call, so every response is tied to the placement that produced it.
06
Compliance
Disclosure wording and consent capture agreed with your counsel. No card details reach an agent: payment goes to the PCI-compliant IVR.
How it runs, from first call to full volume
The same four weeks as every team we stand up. You hear live, scored calls in week four.
Step 1. Media brief
Week 1
You share the schedule, the creative and the offer. We agree the response curve, the fields to capture and what counts as a conversion.
Step 2. Script, systems and roster
Weeks 2–3
Script signed off, tracked numbers provisioned, order fields mapped. Agents train on the offer and the objections. Seats are rostered to the forecast.
Step 3. First flight with live QA
Week 4
The first spots air on a staffed line. Every call is scored, answer speed is watched by the minute and the forecast is corrected against actual response.
Step 4. Re-cut per flight
Week 5 onward
Response, conversion and cost per call reported per creative and daypart. The roster for each flight is re-cut from what the last one actually did.
What you receive
A line staffed to forecast volume for the life of the campaign
Answer speed reported by the minute during each flight, against the under-20-second target
Every response captured to your CRM or order system, attributed to its tracked number
Response and conversion reported per campaign, per creative, per day
A callback for every caller who reached a queue, worked the same day
A post-campaign report: response curve against forecast, and the roster for the next flight
Asked about direct response
The questions this service raises on the first call.
How do you staff for a spike you have never seen?
From your media schedule and the published response rates of each channel and daypart, then corrected after the first flight. Dedicated seats cover the forecast; the shared pool takes the minutes above it, so a quiet spot does not tie up a full team.
Can agents take orders and payments on the call?
Orders, yes: the order fields are mapped to your system and the agent completes them on the call. Payments go to the PCI-compliant IVR while the agent stays on the line to confirm the outcome, so cardholder data never reaches an agent screen or a recording.
How do I know which spot produced which call?
Each creative or channel gets its own tracked number, and the number the caller dialled is written to the record with the call. Reporting is per creative and per daypart, so your media buyer sees response and conversion for every placement, not a campaign total.
What happens to callers who reach a queue?
They are offered a callback, and every callback is worked the same day. Abandonment is reported alongside answer speed for every flight, and when it climbs past the healthy band we add seats to the next roster rather than explain the number.
How quickly can a response line go live?
Four weeks from the media brief, the same as any team we stand up: script, tracked numbers, system access and a trained roster take that long to do properly. A campaign that only needs the shared pool on a short script can move faster — bring the schedule to the call and we will say how much.
Usually run alongside
Live answering
A named team answering as your company, on your script.
Lead qualification
We score every caller against your criteria before your team sees them.
Callbacks
Missed calls, abandoned carts and stale form fills, worked the same day.
Live transfer
A warm handover to your closer while the prospect is still on the line.
Get a quote for direct response.
Direct response is already ticked. Add anything else you want on the same floor, tell us roughly how many enquiries a month, and within one working day you have a staffing plan and the security brief.