DIRECT LINE EARNS INDUSTRY SERVICE AWARD FOR THE
SEVENTH CONSECUTIVE YEAR
Direct Line Tele Response was awarded the ATSI* Award of Excellence for the
7th consecutive year by providing excellent call answering service as measured
by “mystery shopper” calls.
* ATSI (national trade association) Association of Tele Services International
DIRECT LINE EARNS INDUSTRY SERVICE AWARD FOR THE
THIRD CONSECUTIVE YEAR
Direct Line Tele Response was awarded the ATSI* Award of Distinction for the
3rd consecutive year by providing excellent Call Center Service as measured by “mystery shopper” calls. These services include order taking, reservations,
response surveys, forms processing, help desk, and dealer locator. Direct Line
has achieved this distinction 3 consecutive years.
* ATSI (national trade association) Association of Tele Services International
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.
CLIENT SURVEY
| |
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 Excellent & Very Good 79% Total Excellent & Very Good & Good 95%
888-365-2424 |
