About

Direct Interactions helps organizations better serve the public through the use of rewarding and innovative practices by building and managing teams of compassionate humans, who draw on their own experiences to help other humans through difficult and complicated challenges to achieve measurable improvement in outcomes.

We are work-from-home domestic call center firm focused on providing outstanding emergency and crisis call center services to public sector clients such as the American Red Cross, United Way/211s, and various state and local government agencies. We also provide data curation to 211’s and other Information and Referral agencies.  We work with State Departments of Health and Labor and are also beginning work in Medicaid redetermination as well. Shortly we will be receiving AAS certification to take calls on the 988 hotline and are proud members of the Alliance of Information and Referral Systems (AIRS).  

Direct Interactions was founded in 2007 with a mission to create work-from-home jobs for Americans with disabilities, their caretakers, and military families. Today, it employs over 1000 agents in 48 states, including many in opportunity poor areas. Direct Interaction's employees all work from home, providing customer support for public and private sector companies, city governments and organizations interested in demonstrating their commitment to corporate social responsibility.

We emphasize a culture of kindness to oneself, to each other and to our valued customers. To us, being correct means getting it right the first time, taking ownership and providing the best customer service experience possible. Being complete is simple. Our agents are geared to honor their commitments to our clients. At Direct Interactions, we hire Americans who “have been through it,” so they can help Americans who are “going through it.”

Our company's work-from-home model gives us many competitive advantages. We can recruit top talent nationwide and be selective about whom we hire. Another advantage is that our agents stay around longer than the average call center representative. The average turnover rate in the industry is around 50 percent, but at Direct Interactions it is less than 10 percent. We have also been recognized by the State of Washington and various nonprofits for our efforts in creating jobs for people with disabilities.

At Direct Interactions, we focus on diversity and inclusive hiring practices building a community of customer service experts from every walk of life including veterans and people with disabilities. We specialize in helping people in crisis with a staff of empathic individuals that have been through it and have the patience and compassion to help those that are going through it. Our call center representatives are trained to be emotionally intelligent and practice de-escalating distressed callers.