Answering Service | Dublin | Concord | Marin | Napa | Sunnyvale

Why use Direct Line for your phone answering and call center needs?

We have been in this business for over 32 years and just earned the coveted Award Of Excellence Diamond award for the 11th consecutive year.

If that's not enough to impress you, please see our recent client survey results below. We don't hold anything back. It's all here for you to review.

RECENT CLIENT SURVEY RESULTS

Direct Line constantly monitors the quality of service we provide our valued clients. Besides constant verbal contact with our clients by our Customer Service reps, we periodically survey those same clients. See in the chart below, the very positive feedback Direct Line received in a recent survey.

In an oversimplification, there are two distinct aspects of providing quality,
professional telephone answering service; the Technical Aspect- hold times,
accurate messages, message delivery, etc. In this aspect of service we are
proud to have been rated by our clients- 73% excellent or very good and 95%
Excellent- Very Good and Good.

But in a world gone high tech and impersonal, Direct Line’s clients rated us in
the area of Human Responsiveness; Professional & Courteous, Resolution of
Client Issues, etc. ,at an average of 88% Excellent or Very Good and 98%
Excellent- Very Good and Good. It’s a performance that you and your valued
clients will truly appreciate.

	Excellent	Very Good	Good	Fair	Poor
Human Responsiveness
Professional & Courteous	60%	31%	8%	1%	0%
Helpfulness	53%	33%	21	5	1
Customer Service	60%	29%	9	2	0
Resolution of Client Issues	57%	29%	12	2	0

Technical Proficiency
Hold Time	38%	26%	24	11	1
Accurate Messages	38%	43%	15	4	0
Spelling Acceptable	45%	30%	17	7	1
Instructions Followed	46%	33%	16	4	1
Message Delivery	50%	16%	31	2	1
Business Knowledge	39%	34%	21	5	1
Average	49%	30%	16%	4%	<1%

Total Good to Excellent ratings: 95%