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Below is our recent interview with Ken Goldenberg, President and Owner of Direct Line Tele Response:
Q: Could you provide our readers with a brief introduction to Direct Line Tele Response?
A: Direct Line Tele Response is a top tier 24 hour live call center, headquartered in the San Francisco Bay Area. Founded in 1979, we are nationally recognized as one of the premier call center service providers in the nation. Direct Line’s award-winning call agents provide accurate messaging solutions for inbound call taking, messaging, urgent dispatch and other call center services that are available 24/7/365.
Q: You’ve recently announced the opening of new call center division; Employee Hotlines; could you tell us something more?
A: Employee Hotlines is a specialty division of Direct Line Tele Response that provides confidential employee reporting and absentee management services specifically for employers and agencies that employ a large work-force.
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Q: What kinds of services do you provide to your clients?
A: We service a wide variety of businesses but especially Tech. The many services we provide our Tech clients range from 24/7 help desk support, CRM integration, Alert/Email monitoring, Two-Way Texting and After-Hours Support just to name a few. Other services we specialize in include 24 live answering, urgent/emergency dispatch, secure medical answering and legal intake.
Our signature services are employee call-off hotlines which are also known as attendance lines. Human Resource Managers and Shift Supervisors have come to rely heavily on this service. The primary value they receive by implementing an attendance line is the decrease in work-flow interruptions and the increase of available time to conduct their managerial duties.
When employees have to call off of their shift or call in late, our professionally certified call agents will gather specific information in accordance with our client’s instructions. The employee is provided a call confirmation code which reduces the opportunity for disputes. Message detail is sent instantaneously via email or text to the appropriate manager/dept or group in real—time.
Other confidential hotline services include:
• Anonymous Tip
• Whistle-blower
• Harassment Reporting
• Ethics and Compliance
• Custom Solutions
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Q: What makes Direct Line the best choice? How do you stand out? What are your plans for the future?
A: Our core leadership team has over 135 years of combined experience in call center management and technology. This makes it no surprise that Direct Line has been recognized by the industry’s governing association, ATSI, with the top award for call center excellence for 17 consecutive years. Additionally, Direct Line is the most awarded call center in the state of California. Our purpose is to be a one source solution for all digital messaging services across all industries.
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