Direct ResponSource, Inc.

Direct ResponSource, Inc. (DRS), established in 1996, has been the pioneer in offering bilingual (English/Spanish) Telemarketing Contact Center and fulfillment services in Puerto Rico, the Caribbean, the mainland United States and Central & South America, 24/7/365 customer service.

Direct ResponSource, Inc. is a minority owned company certified by the National Minority Supplier Development Council, Inc. We are the only Hispanic-owned, fully bilingual Spanish/English telemarketing Contact Center in the U.S.A. with 16 years experience. We presently have 450 positions and are in the process of expanding to 650.

Over the 16 years we have served mostly companies and government agencies reaching the Puerto Rico Hispanic market. However, we have also served stateside companies reaching the English speaking market.

Why Puerto Rico?

Puerto Rico U.S.A. offers a unique solution for doing business in the fast-growing mainland Hispanic market by offering the lowest-cost telemarketing services available in the U.S. to companies operating within the U.S. It offers the unique advantage of doing business within a U.S. jurisdiction under the U.S. flag while simultaneously reaping the tax and lower wage benefits of doing business in Puerto Rico U.S.A., where labor costs are 20% - 40% lower than in the States. Only 2½ hours away from the U.S. mainland — in the tropical Caribbean with direct flights to all major U.S. cities. — Puerto Rico is part of the United States. All residents are American citizens, and no passport is required for travel between the U.S. mainland and Puerto Rico.

DRS is Puerto Rico's most experienced and technologically advanced Telemarketing Contact Center. A multimillion-dollar investment in highly specialized inbound and outbound telephony, computer equipment and software, along with advanced training and recruiting, ensures that our clients receive the top-quality service they require and should expect from a world-class contact center. DRS' experience and expertise in such key areas as leadership, technology, facilities, bilingual personnel, quality assurance, recruitment and training are its key success factors.

Presently we serve the following industries, mostly in Puerto Rico U.S.A.: Telecommunications Industry, Federal Programs, Utilities, Cable TV Industry, Insurance Industry (Licensed Insurance Agents), Banking Industry, Pharmaceutical Industry, Retail Food Products, Health Industry.

More and more, we see how foreign destinations become less attractive due to higher indirect costs, breach-of-security issues, the desire of companies to maintain jobs on U.S. soil, cultural differences that affect quality of service, and the language barrier. Puerto Rico, as part of the United States, offers a full-service telemarketing contact center for both the fast-growing Hispanic market and the English-speaking sector. DRS is prepared to help your company deliver quality service from the U.S. at a lower cost than is available from any contact center in the mainland U.S. Puerto Rico's wages are much lower than wages on the mainland, and labor is the biggest cost of a contact center. According to the U.S. Bureau of Labor Statistics, the average telemarketing salary in the States is $23,520 annually. In Puerto Rico it's $15,360 annually.

In Puerto Rico, English and Spanish are both official languages. Our people get their cable and broadcast TV from the States, speak English using the same idioms as stateside Americans and are exceptionally familiar with American culture. Many have lived or studied in the States. Our infrastructure is modern and public transportation is readily available.

In addition, the Puerto Rico government offers very attractive tax incentives to multimedia contact center companies that create jobs in Puerto Rico by providing telemarketing services outside the island, thereby allowing us to offer even lower rates.

Other benefits that Puerto Rico offers include:

• Modern Transportation System
• Reliable Electrical Grid
• Advanced Telecommunications Apparatus
  • ATM network of the same caliber as, or higher than, those found worldwide
  • 100% digital network
  • Fiber-optic cables, satellites and undersea cables to mainland allow for seamless connection.
• Plentiful Workforce
  • Educated and bilingual (English and Spanish)
  • Readily available at all skill levels
  • Highly productive (higher than U.S. average)
  • Low turnover
  • Lower labor costs (20%-40% lower than in the States).
• Puerto Rico is a U.S. Commonwealth
  • U.S. dollar/no currency exchange
  • U.S. banking system
  • U.S. federal legal system
  • Political stability
  • Educational standards same as in the States
• Government as a partner in recruiting and building of facilities, as well as offering significant incentives, adds to cost reductions
• Only 2½ hours away from the U.S. mainland
• Direct flights to all U.S. major cities.

Why Direct Responsource?

Companies need to focus more than ever on the customer experience they provide to differentiate themselves from their competitors, deepen customer relationships and drive sales. By solving “moment of truth” problems and turning a service contact into a sales opportunity, companies are strengthening ties with customers and building an important competitive advantage while creating a dynamic source of revenue. To accomplish these objectives, a company must project a high level of service whereby quality and value added are the key drivers.

This is where DRS comes in. Our staff is attentive, hospitable, concerned and compassionate. Developing an attitude of focused engagement is in fact an important part of their training. Thus our personnel, along with our operations, are uniquely prepared to deliver the high-caliber service needed to enrich your customers’ experience and maximize your business opportunities — day in and day out.

DRS’ professional assets include:

• 24/7/365 Operation in State-of-the-Art Facilities — We Never Close
• Active Quality-Control Department that Utilizes COPC Norms as its Basis
• Reliable and Redundant Infrastructure
• Intensive Employee-Recruitment and Selection Process
• High Level of Employee Training and Professional Development
• Partnership with Leaders in the Industry: Cisco, Avaya, Mitel, Taske and more
• One university a few blocks away, two others within 15 minutes of our facility.

“Superior Customer Experience”

DRS understands that businesses need a multichannel customer-support plan to create a superior brand experience. We offer support services across all media and support channels, working with our clients to deliver a superior, consistent and integrated service experience.

Research shows that the service experience is more important than price or brand. Given the challenges and market saturation characterizing today’s economy, where products and services are becoming more like commodities, it is imperative that companies focus on delivering a superior customer experience to differentiate themselves from the competition, drive revenue and create customer loyalty. DRS provides that level of service and quality, and does so at much lower rates than contact centers in the States.

Customer experience is critical to the success of any strategic differentiation effort or brand management or establishment campaign. Companies need to constantly identify and capitalize on opportunities to enhance and maximize the experience customers have of their brands, turning these critical moments into opportunities to increase loyalty and accomplish cross-selling.

• Our human resource acquires your company’s personality and philosophy, transmitting to your clients what you desire and need.
• You establish the quality standards that you want to obtain.
• To ensure the best return on your investment, your participation in training and training upgrades is welcome. With DRS just a few hours away, you can do so in less time and at lower cost.
• DRS integrates state-of-the-art technology, broad professional experience and highly capable personnel oriented toward continuously improving your customer service, thus strengthening the operational capacity of your organization and achieving the results you require.