Here’s What Sets Us Apart:
Calls Evaluated by Independent Organizations
CAM-X (The Canadian Association of Message Exchanges) and ATSI (Association of TeleServices International) conduct Mystery calls on our Client’s lines to evaluate our service. The calls are then judged in areas such as courtesy, response time, accuracy, professionalism and overall knowledge of the account.
Award Winning Funeral Home Answering Service
Director On Call has been honored with the CAM-X Award of Excellence for 17 consecutive years of outstanding service, receiving the prestigious Platinum Plus Award in 2016! In addition, we have been selected for the coveted ATSI Award of Excellence ( Association of TeleServices International) since 2003. Funeral Home Answering Service you can count on!
In-Depth Training in the Funeral Home Profession
All Operators receive specialized training utilizing some of the key concepts as presented in Alan Woefelt’s ‘Handbook for Funeral Home Staff,’ allowing for a seamless transfer of calls and a solid understanding and appreciation of the Funeral Home Profession.
Calls are reviewed by the Vice President and the Operations Manager on a daily basis to ensure our high standards are always maintained and your Funeral Home receives unparalleled representation on every call. Stats are also closely monitored to ensure quick response time.
In-House Excellence Award
Director On Call implemented our own In-House Award of Excellence for Call Specialist of the Year. This ensures that we are providing our Homes with the high quality, professional funeral home answering service they expect and deserve. This testing is done on a quarterly basis evaluating every Call Specialist.
On Line Access to All Recordings
Each and every call answered by our Call Specialists is digitally recorded for quality control. Through handling calls of such a sensitive nature and representing your Funeral Home, Director On Call understands the initial contact with your family is vital. On-Line Access allows you the convenience of logging onto our website with your own personal user name and password to listen to each and every call. You hear the actual conversation between your families and our specialists eliminating any concerns of an incorrect message and allowing for verification of all conversations.
Customized Rate Plans
Whether you choose to have Director On Call take your calls 24/7, after hours or as a Back up we have many rate packages to choose from. We will work closely with you providing stats on a regular basis and adjust your plan if necessary. Whatever your needs or your budget we have a rate plan that will work for you.
Save on Billable Time with Text Messaging
With the convenience of text messaging, many of our Homes are having First Calls and other urgent calls immediately texted followed by an immediate call or with a 5-10 minute confirmation. Either way our Operators will ensure they speak directly to your On Call to verify details have been received. In addition to the convenience, texting will reduce live talk time and with our per second billing advantage the call is kept to a minimum. Immediate emailing also available.
Utilizing your website we can provide detailed directions to your Funeral Home, burial site, flower shops or even Hotels and Restaurants. In addition, we can email the information to your callers.
Forward Funeral Details to Caller
Director On Call can even forward funeral details on to your callers that have email access. We will place a link directly on your file to your Obits so details are readily available without interrupting you or your staff.
Director On Call obtains performance ratings from our Clients on a regular basis. The feedback and suggestions can then be applied to each Funeral Home.
Live Chat Services
More and more websites are popping up with a live chat button and although Funeral Homes need that personal attention, having Live Chat as an option can be a huge advantage. Being able to do one last thing for a loved one is important to families but sometimes the cost is a major concern. They may be too embarrassed to pick up the phone and call the funeral home because they know you on a personal level and are not certain how to broach pricing. If they can simply inquire into the cost of a service with a burial or the price of a direct cremation and are provided with a price range of spending between ‘x’ amount of dollars and ‘y’ amount of dollars, they will be more comfortable picking up the phone to discuss. Having prepared responses set out by your funeral home allows you control of all information relayed. Having fully trained operators available 24/7, your families will have an alternate method of immediately connecting with your funeral home. Call Specialists can additionally handle pre-arrangements, directions, death certificate requests and service details all by the click of a button.