Quality Assurance

How DIRECTOR ON CALL Maintains The Highest Quality

1. Call Recordings

Each and every call answered by our Telephone Receptionists is digitally recorded for quality control. In addition, our Clients can listen to every call answered to ensure we maintain our high standards and their families are handled with the dignity and respect they deserve.

2. Call Monitoring

At random, calls are selected and reviewed by the Vice President, Operations Manager and Quality Control Clerk to ensure world class service.

3.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.

4. In-House Excellence Award

Director On Call has implemented our own In-House Award of Excellence for Telephone Receptionist of the Year. This ensures that each and every day we are providing our Clients with the high quality, professional service they expect and deserve. This testing is done on a quarterly basis evaluating every Telephone Receptionist.

5. State of the Art Technology

We recently updated our equipment to the state of the art technology. This enables our Telephone Receptionists to provide a more streamline and effective service.

6. Award Winning Service

Prestigious Diamond + Award Winners in 2011 for consistently receiving the CAM-X Award of Excellence for 12 consecutive years and coveted ATSI Award Winners since 2003, our Clients are ensured of our commitment of providing service second to none!

7. Performance Ratings

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.