How Direct Line is Different from Other Answering Services

At Direct Line, we pride ourselves on measuring and aligning to the telephone answering and call center industry’s highest standards. We create each call script, interaction, message, and communication around quality and excellence, ensuring we deliver accuracy and professionalism every time.

Below, we will have an in-depth discussion about what makes Direct Line different from other answering services – and what that can mean for your business.

An Award-Winning California Answering Service

As the most awarded telephone answering service in California, Direct Line keeps innovating and evolving as a leader within our industry. We have consistently ranked in the top 10 nationwide for answering service quality, thanks to our continuous commitment and delivery of excellence.
We are continually preparing, monitoring, reviewing, coaching, and improving our service delivery. Our agents’ calls and screens are monitored at all times, allowing us to ensure that each interaction is the best that it can be.

Every Direct Line Agent Is Certified Through ATSI

In addition to our in-house training, each of our agents must obtain a professional certification through the Association of TeleServices International (ATSI), our governing association.
Available to members like Direct Line, we have access to a premier online learning system specific to our industry. Our agents get instant access to the best HIPAA agent training, supervisory resources and many other tools that ensure success.

ATSI provides a specific set of guidelines that examines the following in terms of overall call quality and quality assurance:

    • Call control
    • Agent attitude
    • Manners
    • Articulation
    • Grammar
    • Spelling accuracy and verification
    • Confidence
    • Account knowledge
    • Voice quality 
    • Professionalism
    • Ability to follow custom scripts

We Are Committed to Excellence in Call Taking and Messaging

We believe in consistency from the beginning to the end of each call. We ensure that our agents are friendly, confident, helpful, professional, and efficient. And how we do this is through an exclusive program called QATSI.

QATSI is the only telephone answering service platform dedicated to measuring and improving agent performance and call quality control activities. It assists with measuring agent performance and over call quality that is based on a 52-point scoring system.

An added benefit is that we can share our scoring dashboard with our clients! This is a wonderful way to show our clients how confident they can be in our ability to represent their company during every call.
This exclusive platform is built around five key pillars of quality agent performance that include:

    1. Building relationships
    2. Understanding the needs of callers
    3. Creating value
    4. Soft skills
    5. Call answering protocols

We Use Innovative Software Solutions

We use an innovative system called Pinnacle, a fully customizable telephony platform provided by Startel. This premier software solution allows us to monitor our call processing, inbound and outbound program design, billing management, and many other features.

We Are a HIPAA Compliant Answering Service

We know that medical professionals need to adhere to specific guidelines outlined by the Health Insurance Portability and Accountability Act (HIPAA). This Act aids in protecting patient privacy and personal health information (PHI).

Each medical professional is required to work with business associates that are HIPAA compliant, which include telephone answering services. At Direct Line, we take pride in staying compliant with the medical practices that we answer calls for.

Working with us ensures that you are working with a service that understands HIPAA and knows how to structure call handling and telephone answering so that you are fully compliant and all patient data is protected.

Click here for information about our HIPAA compliant secure interactive messaging service.

Top-Quality Inbound Call Center

Direct Line is more than a telephone answering service. We provide the first point of contact for many of our clients, offering top-quality answering services and focusing on excellence. All of our solutions are customizable and scalable to meet your unique needs.

For more information about our quality assurance and control processes, as well as our complete list of services, contact us at 888-365-2424.