The 2016 NFDA Convention & Expo is underway in Philadelphia, PA and Booth 2555 is the place to be! Director On Call is providing complimentary professional headshots to current and future clients! Come over to Booth 2555 and check us out! Pictured is Sales Manager, Linda Murphy-Kreimes.
Can recording calls really help with quality assurance? You might have this feature available for your calls, and it can do more for you than you think. Here are a few benefits of call recording.
Knowing how the interactions between callers and call handlers proceed is one of the best benefits of call recording. No matter who answers the call, being able to go back can ensure that families are being treated the way you want. If there is a complaint, you can listen to the call(s) associated with it to find out where the problem lies.
Training and Improvement
Another benefit of call recording is you can figure out common issues for callers and fix them. If the information that callers need isn’t readily available, the callers are in turn given the runaround. Listening to call recordings can give you insight on where you can make changes to training and what needs to be improved. You are also able to ensure that you are in compliance with any regulations as well.
Readily Available Information
You might notice when listening to calls, that there are some questions many callers tend to have or some vital information that continues to come up in calls. This allows you to understand what your answering service or other call handlers need to answer calls effectively. You could make more information available on your website that people constantly need. This benefits your reputation because you are anticipating your families’ needs.
Knowing Why Families Call
Of course, families are calling because they need information or want to set up services for their deceased loved ones. With properly used call recording, however, you can get specific details as to the frequency of certain types of calls, why most callers call, and more. If callers call to find out hours or location information, you could have an automatic recording that presents this information while they wait.
Obtain Missed/Forgotten Information
It's human to forget things or get things wrong sometimes. Recording all phone interactions can help you find information that you might have missed or forgotten.
Call recording is a handy tool that can benefit your funeral home by making sure everyone is accountable for their calls and that your callers are getting everything they need.
How to Handle Funeral Home Calls
Losing a loved one is hard. It takes a toll, especially emotionally. Along with the passing, there comes the responsibility of arranging for burial. When calling your funeral home amidst these emotions, handling these calls with care is essential.
Below are the top three things callers need to hear from your funeral home.
The first thing your callers expect to hear is a greeting. They want a greeting from a compassionate and professional voice — a real person that can empathize or sympathize with their situation. Working in a funeral home is unlike most other positions because the utmost standard is required at all times by the families of the deceased. There is an expectation to be compassionate and caring towards them. When calling your funeral home, the greeting sets the tone for how the rest of the call and any other interactions will proceed.
Answers and Solutions
The people that call are in need of some type of assistance. It could be as simple as scheduling an appointment, or they could need in-depth information on prices and services. Whatever the reason is for the call, they want to get solutions to their problems and answers to their questions. Confidence and accuracy are essential when providing information to callers. You want to be prepared to answer any question or direct them to someone that can help them. The person taking the calls should not be fumbling around or confuse the caller with bad information.
With emotions running high and families grieving, sometimes callers just need a good listener. Many times, they will go into stories or take some time to get to the reason they called. In effect, they want to hear that you are listening to the things they say. You listening to them is helpful. It helps them to release some of the stress they're going through and work to move on.
You should also be listening to find out any information they aren't directly telling you while talking. They could be sharing valuable information about the deceased that would be helpful in providing services to them.
When calling your funeral home, people are dealing with many emotions. They want to hear certain things that give them confidence in your abilities and helps them deal with their feelings including the greeting, information relayed, and listening to them.
Ways to Combat Burnout So You Can Feel Like Yourself Again
As passionate as you are about serving others and helping people through some of their toughest times, there comes a point when you feel like you have hit a wall and you're at the end of what you can take. Burnout is a common feeling for anyone working tirelessly, but especially for funeral directors. There are ways to combat burnout so you can feel like yourself again.
Take Care of Yourself
Being a funeral director, you aim to make sure that others are attended to; that the wishes of the deceased and their families are carried out. Putting others first is a sacrifice, but at some point, you have to remember to take some time for you. This can entail a few things, from physical to mental to emotional. A few ways you can make sure you are giving yourself what you need include:
Taking up a hobby you enjoy like reading, fishing, bird-watching. Having moments where you get to do something just for you will increase your happiness.
Improve your health by exercising, eating better, meditating, and getting more sleep. Bettering your health is a great way to reduce stress.
Get a Little Support
Trying to handle everything on your plate alone can get stressful and lead to inefficiency as you become overwhelmed. There’s nothing wrong with asking for assistance when you need it. At the point of burnout, the right support can help you get back on track.
Support can come in many forms. You can lean on your friends and family for a shoulder or a listening ear, and more importantly love. You can seek a professional, a therapist or psychologist that can help you overcome the stress in your life. You can also get assistance from coworkers, adjusting your schedule and workload to take some of the pressure off.
Support from technology can also help you. With technology, you can make better use of time and streamline processes. Live call answering services make sure all calls get answered and you only take those that are necessary.
When it comes to burnout, you can fight it by remembering your needs and getting a little help. Instead of allowing your stressors to take control, review and make use of the best ways to combat burnout.
Quality assurance is an important aspect of providing goods or services. It is the maintenance/activities in a quality system that ensure the fulfillment of quality requirements and in the prevention of mistakes and problems in a product or service. When using a funeral home answering service, quality assurance is essential to ensuring that your families are receiving the care and service they, as well as you, expect.
Here is what you should expect from a funeral home answering service with respect to quality assurance.
Call Recording and Reviewing
Recording calls is essential to quality assurance. This gives you or supervisors of the answering service the ability to go back and review calls on a regular basis to ensure they are maintaining standards.
In order to make sure that call agents have the information they need about your funeral home, the answering service should find out from you everything they need and train call specialists so that they are as informed as anyone working at the funeral home. All call specialists go through extensive training that evaluates their abilities in the areas necessary to function for a funeral home. This includes typing, comprehension, grammar and more.
With close supervision, calls are reviewed on a regular basis. Call specialists receive close supervision as they start out to ensure that they understand and can implement what they learned during training.
Regular Testing and Evaluation
A funeral home answering service that stands behind what they do conducts regular testing and evaluations of their system and call specialists. This ensures that call specialists constantly maintain high levels of service at all times.
You should also be able to give your input on how they render services to your families and make changes or suggestions as necessary.
Transparency is also essential. You have direct access to the call recordings, the ability to make changes and suggestions and to receive any support you need to ensure that they uphold the quality assurance measures. Live answering services receive awards for their high standard of quality service. Measurable features are typically the basis for these awards, including accuracy, professionalism, and overall knowledge of the funeral home.
Quality assurance is necessary to keep standards met and if there is a faulty area, the problem is quickly eradicated. With a live answering service, you get quality assurance measures that ensure families receive quality care when calling your funeral home.
Some Funeral Homes need Receptionists to answer the door, greet families, etc. A funeral home answering service can do this or by employing them 24/7, can also be used as a Back up during normal operating hours.
One very good reason to choose a live answering service vs. a receptionist is the cost. It costs significantly less money to employ an answering service than a receptionist. Not only do you have to pay hourly wages or a salary, but you also have the added costs of benefits packages. There is also holiday and overtime pay you have to consider as well.
If you intend to have around-the-clock reception duties, you will probably have to hire more than one person to make sure the funeral home is covered. This brings in the added cost of having the funeral home always open. If you don’t have around-the-clock call answering, you miss out on money you could have made when calls and opportunities to help families are missed.
A real person at your funeral home is going to need time away for various reasons, while a live answering service uses a number of trained individuals so that there is always someone available to take calls. People need lunch breaks as well as days off for sickness and rest.
In many cases, having a 24-hour receptionist is not realistic or ideal. With a live answering service, you get that added 24-hour support you need. You don’t have to account for holidays, overtime, breaks, or sick days.
Live answering services that specialize in funeral homes provide transparent service. You get access to recorded calls to assure and maintain quality, care and professionalism. There are also no missed messages to account for. The answering service will have its own measures for quality in addition to maintaining your needs. You’ll also get support for your services from the answering service. You may have a harder time tracking what an actual person does unless you are watching them constantly, which defeats the purpose of having them.
A receptionist can be really helpful, but a live call answering service goes above and beyond by providing you with money savings, 24/7 availability, and transparent support for your funeral home.
Director On Call was presented with the exclusive 2016 CAM-X Award of Excellence for the 17th year at CAM-X Convention and Trade Show held September 20th-23rd 2016 in Quebec City, Quebec at the Chateau Laurier.
It was a special event because our President Brad French also received the Tom Ryan Award for Ethics, Integrity and Quality.
The Award of Excellence is presented annually by the Canadian Call Management Association (CAM-X), the industry's Trade Association for providers of call centre services including telephone answering and message delivery.
Independent judges are contracted by CAM-X to evaluate message services over a six month period. The scoring criteria includes:
Courteousness of Rep
Accuracy of Call
Knowledge of Account
Overall Impression of Call
"27 years ago, CAM-X introduced the Award of Excellence to the Call Center industry as a tool for independent assessment of the quality of service delivery. We are so pleased that Director On Call has proven its commitment to excellence by its participation in this program, and are delighted that they have earned this prestigious award." says CAM-X President Michael Leibowitz.
Now a seventeen-time winner Director On Call earned the Platinum Plus Award!
"I would like to congratulate our Team for winning this award yet again. The desire to give superior service to all of our callers is demonstrated time and again." says Brad French.
The Value an Answering Service Can Bring to Your Funeral Home
When using a live answering service for your funeral home, cost is important, but it shouldn’t be the only measurement you use. There are many answering services available, some good and others not. You have to consider the price versus the value of services received, as well as the level of service rendered to your families.
The True Cost
You find out the price you pay for an answering service up front — the price per call and any other services included. However, the true cost is in the value provided by the live answering service. You can’t really quantify what an experienced answering service that specializes in serving funeral homes gives you; the peace of mind knowing that every call is answered with the sympathy, professionalism, understanding and courteousness that your families expect.
People prefer experience and great service from any business, but it's especially important with funeral homes because of the nature of the calls and needs of the families. If you asked, you would find that most people would pay more for service they deemed valuable. This doesn’t just mean being nice; it also means being able to correctly answer people’s questions, not having to transfer calls to get answers, not placing callers on long holds, and being knowledgeable. All of these components should be considered when counting the true cost of an answering service and what value it can truly bring to your funeral home.
Families Recognize Value — and Share
For your funeral home, bad service received by your families leads to loss in business and negatively impacts your reputation. People usually share their experiences with others, whether their service was good or bad. Recommendations from family and friends go a long way because people are more likely to try something suggested by others they trust. In this digital age, info spreads instantly, and people are more likely to share their experiences. When families receive great service from you, they tell others. Great service stands alone, but word of mouth boosts it.
The price of the live answering service is important to your budget, but the quality of the service you receive affects so much more — your bottom line. The cost and value of an answering service is more than your price per call; it's in every service rendered and the perception of the services received by families.
Our President Brad French was awarded the Tom Ryan award at the CAM-X Annual Convention and Trade Show in Quebec City.
The Tom Ryan Award for Ethics, Integrity and Quality Above All was created by the Ryan family in 2001 in memory of Tom Ryan. Its purpose is to recognize industry leaders in the answering service and contact management industry whose companies are founded on principles of quality service delivery, ethical business practices, commitment to a progressive working environment, and on contribution to the business and industry communities.
This award is judged by a panel of business and community leaders who were personal friends and associates of Tom's and who understood the values and principles on which Tom conducted his business affairs. Each application is scored independently via a weighted scoring process, with the award being presented only when all criteria are met.
CAM-X is an industry trade Association representing Call Centres and Telephone Answering Service companies from coast to coast across North America.
The OFSA Convention is on this week in Alliston, Ontario at the Nottawasaga Inn Resort. Director On Call client Todd Barclay of Barclay Funeral Home stopped by to say hello to our Sales Manager Linda-Murphy Kreimes. It's always a pleasure to visit with our clients and see familiar faces.
Make sure to stop by Director On Call's booth and say hello to Linda!
People have choices. They can eat at any restaurant, shop at any store and pick their own funeral home. To keep your reputation up and continue to build, you have to make sure that the families you serve feel valued. While you don’t have to literally bend over backward to show families they're integral to what you do, here are a few secrets you should know to keep your funeral home in good graces with families.
Listen, Listen, Listen!
One of the best things you can do to show your callers they're valued is listen. It may seem like a small thing, but there are times when a person will just give you the facts you need then move on, while in other situations you may receive a call that goes on and on as the family tells you everything about the loved one they've lost. In times like that, they might just need to vent — but you should still be attentive.
Throughout everything said — even a story — you can find helpful information you need, whether it’s the deceased’s favorite color or life motto. You don’t want families having to repeat information, which can make them feel unimportant and as if you’re too busy to assist them.
Understanding Every Family Is Unique
While death happens to everyone, the circumstances surrounding each one are different, just as people themselves are. There are some basic principles you can apply to multiple calls, but you still need to understand that the family you're speaking with is not the same as another, and they want something that fits the unique personality of their loved one.
Remember to be patient when you're listening to everything these callers tell you. They might run on with their thoughts, but you don’t want to rush or alienate a grieving caller. Allow them to vent and when you get the chance to speak, ask for any additional information you may need that wasn’t told to you. The conversation might just help them move on, and they’ll get the feeling that you care.
If you remember these secrets when families call, they will feel valued. Just remember that they are looking for assistance and going through a stressful time in their life. Listen to their needs and assess their specific situation to come up with a plan to help them.
3 Ways a Funeral Home Answering Service Can Help Boost Your Reputation
There are different ways you can go about trying to boost your reputation, but one of the best ways is with a funeral home answering service. When your focus is serving others, you have to cater to the needs of the people that trust you with the final farewell of their loved ones. Below are a few ways that a funeral home answering service can help boost your reputation.
You can’t be available all the time, but death is untimely. You can get a first call at any hour, whether you're at the funeral home or elsewhere. An answering service for funeral directors is a handy tool to make sure that every call is answered. You have to think; would you rather have a reputation for always answering your phone or people not being able to reach you and leaving messages, waiting to be called back?
Answering services have availability whenever you need them and can man your phone lines around the clock.
The very nature of what you do is providing support for people during their time of grief. Sympathy and kindness to your families are essential to your funeral home. Answering services that cater to funeral directors understand what your families need, what they expect, and how to deal with them on a level that makes them feel comfortable and takes into account their state of mind.
A funeral home answering service boosts your reputation with call specialists that fully understand the needs of your funeral home and your families.
Valid and timely information is also essential to the families that call on your services--both the information you give them as well as the information they give you. An answering service can ensure that your families know everything they need, from payment to hours and location, and that you'll have what you need to oversee their funeral arrangements.
Your reputation is riding on the funeral service going smoothly.
In this age where information and communication are instant and people share everything from what they ate to who mowed their lawns, your reputation among your community and those that would use your funeral home is more important than ever. With a funeral home answering service, you can provide your families with an experience that they (and you) would be happy to share.
A good book at the end of a long day can help you unwind and provide relevant information you can use on a regular basis. Whether you just need a mental escape or want some continuing educational content, below are a few must-read books from a memoir to a guide for funeral directors and professionals.
“Pardon My Hearse”
This memoir by Allan Abbott, proclaimed as the “funeral director to the stars,” shares the different celebrities — both living and dead — that he met during his life. When you want to escape, this is the book for you. You’ll read juicy gossip and many stories about those celebrities he encountered including Elizabeth Taylor, Marilyn Monroe, Robert Redford, and Frank Sinatra.
Not only will you get a glimpse of the secrets of Hollywood celebrities that are now gone in “Pardon My Hearse,” but Abbott also rented his fleet of limos and props for different productions. You may never get the chance to bury a celebrity, but at least you can imagine through the words of his book what it was like to do so.
“The Curious Lives of Human Cadavers”
This New York Times bestseller is a good read, providing both humor and information. The book explores the history of death as well as the living, from medical experiments to seminars and researchers using human cadavers for instruction and more. Written by Mary Roach, this book provides a history of how cadavers have been used spanning 2,000 years.
“The Curious Lives of Human Cadavers" provides a fascinating and educational look into the postmortem use of human bodies.
“Traversing the Minefield Best Practices: Reducing Risk in Funeral-Cremation Service”
Written by Michael Kubasak, also the author of the best-selling “Cremation and the Funeral Director,” this book provides handy tips for funeral directors that provide cremations or are looking to start. His book is set to help you avoid lawsuits, reduce the risk for burials and cremations, and improve service to your families.
Litigation against funeral professionals is a touchy subject, but it happens. This helpful guide provides timely information on how to care for families and provide properly directed cremation services while protecting yourself and your funeral home.
These must-read books will let your mind wander, then bring you back with information and history relevant to the work you do every day.
From cell phones to social media, things have come a long way in terms of the way people communicate and interact. It makes connecting with others — whether for business or pleasure — a simpler task. It can help you better service the families that look to you when their loved ones have passed.
Technological advancements are changing the way funeral homes operate. For years, funeral directors were very heavily relied upon for a family’s needs. Family members that lived far off only had the choice to make the trip for the funeral service or miss them altogether. These days, various services such as live call answering, funeral webcasting, and helpful apps are assisting funeral directors with serving families more effectively and efficiently.
Technology You Can Use
Live call answering ensures that every call is answered and every family is assisted by an actual person, whether you're available or not. Going digital will help you keep up with files and fill out paperwork without outdated typewriters or handwritten forms. Storage is easier as well, with software that can make finding a family’s information as simple as clicking a few keys on the computer; and it’s also safe from being lost or destroyed when stored via cloud storage.
There’s an app for almost anything you need, including funerals. You can find apps for funeral planning, scheduling, note taking, faxing documents, task sharing with others working in your funeral home, and more. Technology makes accepting payments easier as well, with options such as online payment and check guarantees. Keeping your website up-to-date also ensures your families always have the right information available to them.
Technology Your Families Can Use
This is a very wired world and with webcasting, families that can’t make the trip for the burial service can watch it live. You can help families create digital keepsakes and memorials of their deceased that are accessible from the internet and can include the obituary, photos, videos and information about the family. Even headstones can a get technically induced makeover, with solutions that make it easy to design them with more detail, allowing families to create something that really honors the passing of loved ones.
Using technology, you can provide families with personalized and simple solutions to bury and honor the lives of their loved ones the way they want.
Technology has helped this ever-changing and growing world in many ways by making communicating with people around the globe quick and easy. With that, people also tend to forego actually speaking with others in favor of texting, social media, email and automated service lines. In this world consumed by the social communication technology available, the value of a telephone call is second only to face to face contact.
Technology Isn’t the End of Verbal Communication
While many that provide services to individuals — from funeral directors to mechanics — are increasingly developing streamlined automated systems to keep up with growth and changes, it’s very important to keep that personal touch, especially for funeral homes.
Although handling communication through messaging or automated services can be helpful, people would often rather be able to call and receive calls as opposed to other forms of communication, especially when it's a grieving family. That one phone call shows these families that someone is there genuinely trying to help them rather than some faceless, robotic business just looking to make money.
Phone calls are becoming rarer as more people move toward other options for communication, such as texting and email. Many people would agree that being able to speak to a real person when looking for assistance is ideal.
The Personal Touch Can’t Be Replaced
Even with all of the things that can be done to help people without speaking on the phone, nothing can replace that personal touch families receive when engaged in actual conversation. Though there are many things in place that try to convey emotion, they can still be easily misconstrued. The compassion that families want from you can be easier felt from a phone call than other forms of communication because you can show sincerity and sympathy for their situation.
Showing you care goes a long way, but treating people like a number in a line is a sure way to drive them away.
Technology helps you move forward and keep up with the times with solutions to automate and streamline some of your processes. However, it’s equally important — if not more so — to remember how valuable it is to your families that they're able to pick up the phone and speak with someone when they are in need.
Funeral directors can feel a little overwhelmed at times when you feel as if you have too much to do. When the stress of your daily tasks start weighing on you, a few tips can help you cope with your bursting schedule.
Organize Your Agenda
Some of your tasks are completed daily and others on some other time scale. Before you start combating tasks, organize and record the things you need to get done. It can be hard to remember several tasks, or even one at times. You shouldn’t try to keep everything in your head. Even in grade school, you learn that taking notes and writing things down will help you learn and retain information.
Instead of trying to remember your to-do list, write out an actual list. You’ll spend less time focusing on trying to recall tasks and more time actually working and being productive. Your families will appreciate that you don’t forget meetings, prepare arrangements for services according to their expectations, and don’t mess up the paperwork of their deceased loved ones.
It can be easy to let your thoughts wander or think about everything in your life. Instead of thinking ahead, live in the moment. Not in a way that you do nothing because you’re enjoying every moment, but in a way that you do tasks as you have the ability. When completing work, focus only on what you're trying to do at that time.
You may need to separate yourself from things that can distract you, such as mobile devices or people. But being present will help you focus on the task at hand. This comes in handy when speaking with families because they expect your undivided attention. If you're worried about stepping away from the phones, a live answering service will ensure that callers get personalized attention while you're busy.
Expect for things not to go as planned. Surprises and monkey wrenches get thrown into life all the time, so don’t be militant with your tasks. Set the things you need to complete so that you can get to them as you are able. Allow yourself to take a break if necessary.
Having too much to do can overwhelm you and cause stress and burnout, but you can cope and get things done. Following these rules can help you make the most of every day and be productive at the funeral home and your own home.
Summer is here and you want to go on a vacation. The problem is, you want to make sure you're available to your funeral home when you are needed, but you don’t want an interruption that will send you back home. The solution? A few tips that will help you make time for a summer getaway before the summer gets away from you.
You can’t do everything on your own, especially when you're on vacation. If there are things that you can have someone else handle while you’re away, do it. Trust the people that you work with every day to have the same care you do.
If necessary, outsource some of the tasks you usually complete for the duration of your trip. A funeral home answering service can handle calls, schedule appointments, and more. If you typically take first calls, you can find a service to complete them for you and the answering service will make the arrangements for you.
Review on the Go
If you just have to check in, use messaging, apps, or chat to keep up with schedules, calls, and meetings without having to pick up the phone or physically be at the funeral home. Make sure that everyone understands that calls should only be directed to you in an emergency when no one else can handle the situation — because it’s not really a getaway if you’re taking every call, is it?
Let everyone know in advance that you're planning a summer getaway, so they can be prepared to help and learn anything they may not already be acquainted with doing. Giving people enough time to find replacement services, become proficient at new tasks, or set up calling services can take a little bit of time. If you give notice, then the sting won’t be as bad and everyone else at the funeral home can be ready to fill in the gaps.
Make sure any lingering paperwork that you planned on getting to is completed before you leave, so there's less of a chance your vacation would need to be interrupted.
As a funeral director, you're an indispensable part of your funeral home, but that doesn’t mean you can’t get away for some of your summer. With a little preparation and notice, you can plan a getaway that will let you rejuvenate and enjoy other parts of your life.
There are many answering services available. If you search the internet, you'll find that you have plenty of options. For a funeral home, you want an answering service that caters specifically to funeral directors.
Dealing with Emotions
Why does it matter what answering service you use? Well, think of the services you offer. You're helping families bury loved ones. You're dealing with people in one of their most vulnerable and emotional times. You need call specialists that understand the nature of what you do and know how to handle emotional families. A kind and caring nature is essential.
Answering services that specialize in working with funeral homes understand these things and select call agents who possess the right qualities to work in those conditions. Several parts of a call agent’s job can be taught — such as your funeral home’s information — but the emotional part has to be innate.
When it comes to death, time is of the essence. An answering service for funeral homes knows that every call must be answered in a timely manner, no matter when they come in. They also understand which situations require immediate attention and which can wait for normal business hours or a return call from the funeral director.
Properly trained call specialists are one of the most important reasons you'd benefit from an answering service that specializes in funeral homes. A service that caters to funeral homes will have the proper training and techniques in place so you can be sure that you're getting the best service and that the needs of your funeral home are being provided. In addition, the call specialists will have more experience and knowledge of how a funeral home works, what they do, and what families expect when calling.
If you're going to trust your phone lines to an answering service, you want to choose one that specializes in serving funeral homes. You can rest assured knowing they'll have the training, knowledge and understanding, as well as the caring nature to provide a positive experience for the families that call on you for service.
At the Association of TeleServices International 2016 Annual Conference at the Hilton Downtown Tampa, Florida, Director On Call was named the 13-Year Diamond Plus Winner of the 2016 Award of Excellence for providing outstanding customer service!
Director On Call are Industry Leaders providing premier live answering services since 1948. They are proud recipients of the prestigious Diamond + Award of Excellence from ATSI (Association of TeleServices International) and coveted ATSI Award winners since 2003!”
The Award of Excellence program was introduced to improve the quality of the call center industry overall by setting expectations and measurements that service providers could follow for successful call handling.
The ATSI Award of Excellence Program recognizes that excellence requires a level of service that considers the caller first in every aspect of the call. Judges conduct mystery calls and evaluate them on response time, courtesy, accuracy of call, knowledge of the account and overall impression of the call. Association Members can obtain different levels of prestige.
“Companies that earn this award are continuously focusing on delivering first class service to their customers. It is truly an honor!” Says ATSI President Jeffrey W. Zindel.
The Association of Teleservices International (ATSI) organization, founded in 1942, represents the best of TeleService agencies in the world. They are dedicated to enhancing the value of members of the association by providing R&D, support, educational resources as well as maintaining high standards of ethics and services and promoting fair competition through various award programs, recognizing those members that exhibit excellence.
The Award of Excellence is presented annually by the ATSI, which is the industry’s Trade Association for providers of telecommunication and call center services including telephone answering and message delivery across North America and the UK.
About Director On Call
Now a 13 time winner, Director On Call consistently provides specialized solutions and unparalleled answering
From taking and relaying messages to First Calls, Director On Call offers professional and transparent representation.
Thank you once again to our Team of Experts for your relentless dedication and commitment to superior service on every call!
When a family calls your funeral home for service, they expect the person on the other end of the phone to be sympathetic and knowledgeable. There are certain things they want to hear to give them confidence in what you can deliver. Below are three things families want to hear when they call your funeral home.
1. Someone Answering the Phone
The families that call your funeral home for service want to hear a live person answer their call. Since death is unpredictable and happens on its own time, people expect to be able to reach someone at the funeral home whenever a loved one passes. Reaching a voicemail or busy signal is not what they want.
Having a person answer every call is reassuring to a family that has just lost someone. Automated voice answering can be confusing and frustrating; but with an actual person on the line, families can get their questions answered and get any information they might need.
2. A Kind Voice
The families that call have lost someone dear to them and are experiencing many emotions including grief, stress and more. People have grown to expect funeral homes to provide a sympathetic ear and to be calm for their storms. Calling your funeral home is no different. The person answering your calls is expected to provide a kind and calming tone and experience to your callers.
At a time when families are full of emotion and grieving loss, they want to hear someone make them feel as if everything will be alright.
Information is a necessity for families planning a funeral. When they call, they want correct, up-to-date information and families want information that they present to be conveyed as well. The person answering the phone has to instill confidence in the family that they're knowledgeable and your funeral home is capable of helping them.
Being confident and presenting information correctly and thoroughly helps assure families that your funeral home is the best place to put their loved one to rest. Lack of information will have them wondering and seeking other funeral homes.
Families that call your funeral home for service are looking for certain things they've come to expect. If your callers hear these three things, you can be sure that you're providing what they want.