Answering Services for Government Agencies

Government Agency Call CenterDirect Line Tele Response has been providing Government Agencies with our award-winning Answering and Call Center services since 1979. We understand the need to provide quick, efficient and accurate service to your constituents 24/7/365. Our extensive experience with all levels of Federal, State, City and Municipal Agencies ensures that your department will receive professional call handling and message delivery that are compliant with Federal regulations.

Currently, we manage several large Government Agency accounts and provide them with disaster recovery solutions. Our skilled Account Managers will design a Business Continuity Plan for your agency to ensure you stay in touch with your callers and employees during unforeseen disasters.

For standard business requirement use, Direct Line has partnered with Government Agencies to provide outsourced telephone application needs and customizable telecommunication solutions. Our Call Agents are trained with your needs in mind to professionally manage your account requirements.

Proprietary scripting software allows us to adapt to your agency’s needs, providing you with 24/7/365 service, including holidays. Whether your agency requires additional phone support during non-operational hours or during a time of increased call volume, Direct Line has an immediate and reliable solution for your local, state, or federal government agency.

Direct Line has the Answers! Our staff of professionally certified Call Agents will gather incoming information accurately, quickly and confidentially, in accordance with your specific instructions. Our world-class technology automatically identifies which instructions to follow, whether it is gathering new information, dispatching an urgent call or facilitating a request for a specific service. No matter how big or small your agency is, we’ve got you covered 24/7/365.

During the account set-up process, your designated Account Manager will partner with you to write protocols for your custom solutions and define how your calls are to be answered. You decide how we handle each type of call, who is notified and how notifications are received. These protocols can be changed as often as you’d like.

Outstanding Call Center Services with Archived Recordings & Message Storage

State and Local Government Call Center EmployeeAn important part of our operating protocol is that ALL calls are recorded. While our recordings are utilized mostly for training, imagine how important having access to a recording in case of any issues that would require back up documentation or research.

Your constituents will be impressed with the level of service they receive and your staff will be impressed with the accuracy of the messages. By using our Award Winning Government Agency Answering Services, your agency will run more efficiently with lower operating costs while providing superior customer service to your callers.

In addition, you will be able to log into your “Virtual Back Office” anytime by using our FREE Customer Care Web Portal. You will have real-time visibility to all activity and check messages. Our custom client access solution puts all of your account information securely at your fingertips at anytime and from anywhere that Internet access is available.