Category Archives: Press Releases

Dean Garfinkel Named Treasurer of ATA

Aurora, Nebraska – Quality Contact Solutions’ Chief Operating Officer, Dean Garfinkel has been selected to serve as Treasurer of the American Teleservices Association (ATA). In his new capacity as an Officer and Treasurer of the association Dean will continue to serve the membership promoting the channel. As an eight year veteran of the National Board of Directors he has been instrumental in developing and implementing the Self-Regulatory Organization (SRO), which has been credited by the Federal Trade Commission as a positive step in the teleservices industry in addition to many other board initiatives.

Dean Garfinkel joined the Quality Contact Solutions team in 2010 as Chief Operating Officer. In addition, Dean leads Quality Voice & Data, Inc. and Quality Online Solutions, Inc. divisions as President.

Well-known within the telecommunications and teleservices industries, Dean has more than 30 years experience in a wide-range of technologies, including TDM, SS7, IP, SIP, WIFI and Wireless, and specializes in value-added solution development. Garfinkel invented TeleBlock®, a patented call routing system, which has become a national telecom standard and is sold by telecom carriers including AT&T, Verizon, Qwest and PaeTec. He is a leading expert on telecommunications, CallerID and Do Not Call compliance, and is a regular speaker within the industry circuit.

About Quality Contact Solutions:

Headquartered in Aurora, Nebraska, QCS and its divisions, QCS Telemanagement, QCS At Home, Quality Online Solutions, and Quality Voice & Data, create customized in-house and outsourced call center solutions to boost inbound, outbound, or online call center results. A value-added approach ensures each customer contact is enhanced through higher quality and increased productivity.

For more information about Quality Contact Solutions, please visit qualitycontactsolutions.com.

About the American Teleservices Association:

The ATA is the only non-profit organization dedicated to the advancement of companies that utilize call centers as an integral channel of operations. Founded in 1983, ATA represents more than 4,000 contact centers that account for over 1.8 million professionals worldwide. For more information at the ATA, please visit ataconnect.org.

Dean Garfinkel Joins Quality Contact Solutions

(Aurora, Nebraska) – Angela Morris, President of Quality Contact Solutions (QCS), is pleased to welcome Dean Garfinkel as her new company partner. As his first order of business, Garfinkel will expand the technology solutions available to their call center clients.

In addition, Morris and Garfinkel will soon be announcing a host of new, innovative call center technology solutions that will fall under the QCS umbrella. “Our new technology-driven products will ensure our clients have access to leading edge contact solutions,” said Morris. “QCS offers unparalleled experience and capabilities, and Dean adds a whole new layer to the organization that our customers will appreciate.”

Well-known within the telecommunications and teleservices industries, Garfinkel has more than 30 years experience in a wide-range of technologies, including TDM, SS7, IP, VoIP, WIFI and Wireless, and specializes in value-added solution development. Garfinkel invented TeleBlock®, a patented call routing system, which has become a national telecom standard and is sold by telecom carriers including AT&T, Verizon, Qwest and PaeTec. He is a leading expert on telecommunications, Caller ID and Do Not Call compliance, and is a regular speaker within the industry circuit.

Garfinkel is a member of the National Board of Directors of the American Teleservices Association, and was instrumental in developing and implementing the Self-Regulatory Organization (SRO), which has been credited by the Federal Trade Commission as a positive step in the teleservices industry.

Headquartered in Aurora, Nebraska, QCS and its divisions, QCS Telemanagement, QCS At Home, Quality Online Solutions, and Quality Voice & Data, create customized in-house and outsourced call center solutions to boost inbound, outbound, or online call center results. A value-added approach ensures each customer contact is enhanced through higher quality and increased productivity.

Angela Morris is an industry-leader in call center operations and performance management, with more than 20 years experience. She has been extensively involved with the American Teleservices Association, and is a founding member of the ATA Midwest Chapter. She is a frequent writer and speaker on call center performance and regulatory compliance. Morris holds a B.S. in Telecommunications Management, an MBA, and is a certified ATA-Self Regulatory Organization auditor.

Angela Morris Receives ATA CEP Designation

Aurora, Nebraska –  Quality Contact Solutions announced that Angela Morris, President of Quality Contact Solutions (“QCS”), has been awarded the designation of Customer Engagement Professional from the American Teleservices Association (“ATA”).

The Customer Engagement Professional designation is the culmination of Ms. Morris’ active involvement in the ATA at both the national and chapter levels.  Ms. Morris frequently speaks at industry events on call center performance improvement, productivity and compliance.  Ms. Morris is also certified as an ATA Self Regulatory Organization auditor.  Ms. Morris has been an ATA member since 1992 and was a founding member of the ATA Midwest Chapter board where she currently serves as marketing chair. 

As a recognized industry leader with more than 20 years of experience, Ms. Morris views Customer Engagement Professional designation as a valuable program that will encourage education, participation and leadership within the call center and teleservices industries.  Ms. Morris noted, “I am fortunate to work throughout the call center industry with some exceptionally talented and dedicated people.  Often-times those people are not formally recognized.  The Customer Engagement Professional designation gives professionals at all levels within an organization an opportunity to work towards and attain formal recognition.” 

Angela Morris and Quality Contact Solutions:  Angela Morris is the Founder of Quality Contact Solutions and holds B.S. in Telecommunications Management, an MBA, and is a certified ATA-Self Regulatory Organization auditor.  Quality Contact Solutions and its divisions, QCS Telemanagement, QCS At Home, Quality Online Solutions, and Quality Voice & Data, create customized in-house and outsourced call center solutions to boost inbound, outbound, or online call center results. A value-added approach ensures each customer contact is enhanced through higher quality and increased productivity.  For more information about Quality Contact Solutions, please visit qualitycontactsolutions.com

Customer Engagement Professional Designation Program: The Customer Engagement Professional (“CEP”) Designation program is jointly managed by the American Teleservices Association and its partner, The Taylor Institute of Direct Marketing at the University of Akron.  The CEP program is the first-ever professional designation for customer engagement.  CEP designation is designed to recognize members of the ATA who have completed a series of educational events and activities and have tested into this elite group of professionals. The designation is available to all ATA Members and Associate Members across all business units.   

 

 

QCS Expands At-Home Call Center Operations

Aurora, Nebraska – Angela Morris, President of Quality Contact Solutions (“QCS”) is pleased to announce the expansion of QCS At Home, the work-from-home call center solution. “Answering the local communities’ call regarding the closing of two call centers in Nebraska, we had the unique opportunity to hire some very experienced business to business telephone sales professionals expanding our At Home team. These professionals will continue to conduct business for some of the same clients they have worked with for years,” stated Nathan Teahon, Director of Operations for Quality Contact Solutions.  “It has been a win-win-win solution for the employees, the local community and the clients” added Teahon.

QCS At Home was formed in the spring of 2010 to expand QCS Telemanagement’s capabilities for program development and testing by creating an At Home environment staffed with true veteran professions.  “We found many new client programs required a high degree of hands-on program development and incubation before being migrated to one of QCS partners via our Telemanagement model.  “QCS At Home has exceeded all of our internal expectations as the ultimate “test-bed” for program creation, testing and refinement. Creating the perfect program is like painting a masterpiece. These at home professionals are true artisans’ and together with our operations and client managers we are able to outperform our competitors by re-defining campaign creation,” stated Morris. 

QCS’s proprietary technology solutions have been key to the success of the at-home model.  The at-home management team has all the same capabilities that any brick and mortar call center manager would have, including the capability of real-time call monitoring, real-time computer/screen viewing, real-time reporting as well as historical archiving of events and call recordings.  All training is conducted using web enabled learning sessions. 

QCS Launches At-Home Contact Center Solution

Aurora, NE. Quality Contact Solutions’ President, Angela Morris announced that her firm has launched a new division, “QCS At Home Inc.” and has hired Marcia Jenkins, a sought- after 10-year call center veteran, to manage the newly formed home-based operation. QCS At Home is a work-from-home telemarketing and call center solution focused on business to business outbound telemarketing, test-bed projects and special programs which are typically not well-suited for the traditional brick and mortar call center operation.

According to Ms. Morris, the addition of QCS At Home was a natural expansion to better serve the ongoing needs of the company’s existing client base. “We often come across unique client requirements that just don’t fit well into a brick and mortar call center. If a program needs to be tested and tweaked or needs the honing of a special skill set, this is often difficult to accomplish in a typical call center environment. QCS At Home agents are the best in breed, true home bound professionals looking for a career. This new option provides us with the flexibility to nurture programs in the At-Home environment and then consider the option of a brick and mortar call center when the program is ready to scale.”

QCS At Home utilizes state of the art, secure web-based technology for inbound and outbound call routing, data and call resource management. Predictive assessments are utilized to assist with determining which individuals will perform best on various programs in the at-home environment. In addition, the Quality Contact Solutions support staff, utilizing proven proprietary processes and tools, facilitates the ongoing management of all client campaigns, ensuring the absolute highest quality of service.

When asked about the experience so far, Nathan Teahon, Quality Contact Solutions’ Director of Operations, stated “Since inception, Quality Contact Solutions has been a virtual company so QCS At Home was really just a natural expansion of what we were doing already. We already had the processes and the tools to coach coworkers without being face to face. It has been a smooth startup and we are seeing truly amazing results from our At-Home team.”

About Quality Contact Solutions:  Quality Contact Solutions (QCS) is a specialized consulting and telemanagement firm serving the call center industry. With deep experience in inbound and outbound program management, QCS helps clients get better performance and make every contact count. In addition, QCS has on-staff personnel who are certified to perform the third-party, independent audit required for ATA-SRO accreditation. For more information about our services, visit www.qualitycontactsolutions.com.

About QCS At Home:  QCS At Home is a division of Quality Contact Solutions that is focused on providing high quality inbound and outbound call center solutions for clients which desire to benefit from the At-Home model. For more information visit www.qcsathome.com