FMLA Record Keeping

Keener Communications is a consecutive winner of multiple industry awards. These contests consist of a mystery caller program where independent judges make anonymous calls and grade the call and the operator on over 20 criteria, including ring time, accuracy, professionalism, and the “wow” factor.

To maintain that level of service, we monitor every front line team member on several live calls each week and we post a variety of indicative call statistics and KPI’s (Key Performance Indicators) on an hourly, daily, and weekly basis.

Our call center is very well staffed, and 96% of the calls are answered with an average ring time of 6 seconds (one ring.) We get caller ID on 95% of our calls and a digital voice logger records all conversations. We also have a UPS system and a generator in case of power interruptions, and a back up phone system for when we have to do maintenance on our switch.

Keener Communications, headquartered in Richmond, VA, provides 24 hour live answering services. Keener specializes in the home care services and medical markets. We serve businesses all over the United States, the greater Richmond metro area, Henrico, Hanover, Chester, Hopewell, Colonial Heights, Midlothian, Glen Allen, Ashland, Goochland, Powhatan, Chesterfield, Petersburg, New Kent, Sandston, Mechanicsville, Doswell, Short Pump, Rockville, and Varina.