Direct Line Tele Response NEWS
July 2009
July is a double celebration month at Direct Line. Our staff is so excited to have achieved the Award Of Excellence Ruby award for 8 consecutive years of excellent service. This award is presented to Direct Line from our national association, Association of TeleServices, International (ATSI). After receiving high scores on unannounced test calls from an outside company over a period of several months, this prestigious award was presented to Larry, Ruth & Ken Goldenberg at the annual awards banquet in Pittsburgh. Kudos to our staff for their continuing efforts that make us an outstanding service provider to you, our clients.
Direct Line is also celebrating the induction of Larry Goldenberg, our vice president and co founder, as ATSI president for the year starting July 1. Larry has been an active contributor to our industry on the local, state and national level, for much of the almost 30 years that Direct Line has been in business, having held responsible positions on boards of directors and on the executive level. We are proud that his leadership skills have been recognized with this office, and wish him a successful year as ATSI President.
And to celebrate these accomplishments, later this month, this year's semi-annual company RAP (Recognition, Appreciation, Participation) Awards meeting, will be a special barbeque event, with families joining our staff for a fun afternoon. Our RAP program is our on going bonus program that awards our staff for things that include attendance, punctuality, being on call, and catching someone "doing something right".
Regards, Ruth Goldenberg, President
JOHN FREIRE - I.T. COORDINATOR Supporting our call center staff by keeping all of our systems running 24/7 is an important challenge. Helping our front line agent staff provide quality service is John Freire, our IT coordinator. John is responsible with maintaining our call center and data center to run optimally 24 hours a day, 365 days a year. With an extensive education in Information Systems and a professional background that includes over 20 years experience, John has a finger on the pulse of today’s advanced technology. Also, John is the "go-to" person for solutions for clients as well as our staff and is on call 24/7 for any technical needs. For the past two years, he has worked for Direct Line to help the company stay on the cutting edge of recent high tech innovations and solutions. John's responsibilities also include creating custom programming and reporting solutions for our clients, programming new accounts and handling daily updates to our current accounts.
DOUBLE CALL FORWARDING:
Here's how to save time when turning your phones over to us and help us provide better service: Try Double Call Forwarding. Lunch time and end of day are peak times for us, when everyone is turning their phones over to us at the same time. We already have your office hours & instructions programmed into our system. If you are call forwarding your lines at the normal time & there is no last minute information you need to report, there is no need to talk to a live agent to activate it. Please use the DOUBLE CALL FORWARD method so we can keep our lines free to answer your client/patient/customer's calls and keep the wait time to a minimum. Once calls are rolled to us, we will know you are forwarded. How to Double Call Forward *
A. On your first or main line, Dial 72 and the pound sign (#).
B. When you hear a dial tone; Dial your assigned call forwarding number. After one ring, hang up.
C. Repeat steps 1 and 2. You will get a busy tone. Your calls will now be forwarded to the message center.
*Centrex and some phone systems have different call forwarding methods, If this is not your call forwarding code, please call your Client Services Rep at our business office for info. By reducing the "call forwarding" calls, our TeleReceptionists will be available to respond more quickly to the important calls from your callers and any last minute special instruction or on call changes you may have. Thank you in advance for helping us help you to continue to provide excellent service to your clients, patients and customers.