San Francisco Bay Area Call Center Earns Industry’s Top Award For 17th Consecutive Year

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Direct Line Tele Response, a Bay Area premier 24-hour live call center, was recently awarded the industry’s highest honor for the 17th consecutive year. The Association of TeleServices International, the trade association for telecommunications and call center services recently recognized Direct Line for delivering excellence in call center services and presented them with the esteemed Platinum Plus Award of Excellence.

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Direct Line Tele Response

Direct Line continues to lead the industry with award-winning 24-hour live call center services.

Direct Line Tele Response has been honored with the exclusive ATSI 2018 Platinum Plus Award of Excellence for the 17th consecutive year. This award is presented annually by the Association of TeleServices International (ATSI), the industry’s Trade Association for providers of telecommunications and advanced call center services including telephone answering and message delivery across North America and the UK. Direct Line Tele Response was presented with the award at ATSI’s 2018 Annual Convention held at the Embassy Suites, Charlotte, NC.

“It’s an incredible honor to have earned the Platinum Plus Award for 17 consecutive years of call excellence. Based on the internal quality assurance protocols we implement, coupled with the excellent feedback received from our annual client satisfaction survey, we’re certain we provide excellence in caller experience. Furthermore, ranking in the industry’s top 15 percentile certainly validates this for us.” says Ken Goldenberg, President and Owner of Direct Line Tele Response.

Independent judges are contracted by ATSI to evaluate message services over a six month period. The scoring criteria include:

  •     Response Time
  •     Courteousness of Rep
  •     Accuracy of Call
  •     Knowledge of Account
  •     Overall Impression of Call

“The ATSI Platinum Plus Award of Excellence is one of the many ways businesses in our industry can measure their customer service levels as it relates to agent performance. Agents are evaluated on how they interact with callers based on established call handling criteria. The program gives participating companies bragging rights – and with good reason!” says ATSI President, Josue Leon, "It is an honor to know of companies who earn this distinction year over year.”

The award started 22 years ago as a means to improve the overall quality of the call center industry by setting expectations and measurements to ensure a successful call handling experience.

Now a seventeen-time winner Direct Line Tele Response earned the Platinum Plus Award. ATSI extends its congratulations to the staff of Direct Line Tele Response on their proven quality service to their customers.

About ATSI
The Association of TeleServices International was founded in 1942 as a national Trade Association representing live answering services and call centers. ATSI now encompasses companies across North America and the UK offering specialized and enhanced operator based services including: call centers, contact centers, inbound telemarketing (order entry), paging, voice messaging, emergency dispatch, fax, and internet services among others.

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