Direct Line Tele Response Mobilizes Two Call Centers To Support Essential And Non-Essential Businesses During The COVID-19 Pandemic
Award-Winning Call Center, Direct Line Tele Response mobilizes two call centers and over 50 professionally certified call agents to work-at-home status in order to support both essential and non-essential businesses.
It is critically important to keep the lines of communication open during a crisis such as the COVID-19 pandemic. As essential and non-essential businesses, employees and customers have all been severely impacted, Call Centers, Answering Services and Contact Centers stand ready and available to bridge the communication gap. The Call Center and Telecommunications industry has now been designated as an essential service worldwide, ensuring 24-hour communication continuity.
Direct Line Tele Response made critical changes to their call center processes before the shelter in place guidelines were announced. When the COVID-19 crisis started gaining momentum, Direct Line immediately deployed their professionally certified team of call agents, supervisors and managers to remote status.
Thanks to their comprehensive business continuity plan and advanced call center technology, they were able to deliver a seamless transition with no compromise to call quality or service delivery.
Ken Goldenberg, President and Owner of Direct Line says, “Supporting our essential business status, Direct Line already has a very robust business continuity plan in place. No one could have predicted the immediate urgent need for communication during this crisis. We are a lifeline for many organizations — especially those in the medical field with COVID-19 related calls. Our staff has successfully pivoted into the role of a full-time receptionist for the many businesses that have been forced to close their office and send their staff home.”
Call centers have a responsibility to answer phones quickly, accurately and with high quality. This can result in a great deal of pressure for call agents who are on the front line of answering and dispatching. Direct Line has very effective protocols for executing to these high standards but supporting their agents through very busy call queues. Some of the methods they use include:
- Balanced scheduling so call agents aren’t overworked
- In house IT team to address any potential technical issues
- Incentives and bonuses to agents for attendance and other acts of teamwork
- 24 hour agent support and remote training
- Remote quality control and assurance protocols
Direct Line (www.directlineinc.com) has been a leader in the teleservices industry since 1979. Other answering services, contact centers and call centers have integrated many of Direct Line’s success driven and proven processes in order to duplicate their service delivery systems. Direct Line is one of the most respected call centers in the nation and is also the most awarded call center in the State of California.
