Mission Statement

Our mission is to provide exceptional service to our clients, and to make every call count; to the caller, to the client, to the employee, and to the company.

The main reason for our growth and success is our ability to consistently deliver high quality service by focusing on hiring and training the very best staff, and creating a truly beneficial partnership with our clients.

Our number one task is to provide an exceptional call experience to our callers: A caring and professional voice, answering quickly and giving every caller competent re-assurance that their call is of the utmost importance and will be dispatched immediately to the correct person.

For our clients, it is imperative that their on call personnel be reached immediately with perfect messages, so they can fulfill their own brand promise to their patients and clients.

Quality Control & Emergency Preparedness

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.

Keener Values

  • Great call experience
  • Quicker answers
  • Accurate messages
  • High quality service
  • Friendly U.S.-based operators

Customers say...

The number one thing I look at when choosing a vendor for any area of business, is service. They have to give excellent service and be efficient. When our patients and clients call after hours, Keener does a great job of representing our company by continuing to provide excellent and friendly service.

Ed Kassab, President & CEO
At Home Care

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