QCS Conducts ATA-SRO Audit for Marketlink

Quality Contact Solutions’ President, Angela Morris announced that the firm has completed its first American Teleservices Association Self-Regulatory Organization (ATA-SRO) audit. Marketlink, Inc. successfully met all ATA Accreditation criteria and was been approved by the SRO Trustees and the ATA Board of Directors.

According to Ms. Morris, the audit process went smoothly. “Marketlink has a strong track record of outbound telemarketing compliance. This process (being audited by an independent third party) just validated the compliance program that Marketlink already had in place for the last few years,” stated Ms. Morris.

“We are extremely pleased to receive this national recognition and proud to be one of the first companies to support the ATA’s Accreditation Program,” said Kourtney Keough, CEO of Marketlink. “It’s a great tribute to our management team and all of our employees who are committed to maintaining high standards and providing quality customer service.”

“We take compliance very seriously and are confident in the compliance program we built,” said Andrea Henson, Director of Compliance and Production. “Obtaining SRO certification was a great way to validate our program and confirm to our clients that we have a comprehensive program.”

The team at Quality Contact Solutions is gearing up for increased SRO auditing activity. “We anticipate that there will be a flurry of audit activity over the next six to twelve months as companies take the next step of formally documenting their compliance programs. There are a lot of compliant companies out there. They just need to take that last step of bringing in the external auditor to and formalizing their compliance program with the ATA-SRO accreditation,” Ms. Morris added.

ATA’s Josh Scism, Director of Government of Affairs, sees an increased interest level in the SRO program. Mr. Scism commented, “The Federal Trade Commission (FTC) has encouraged us to continue building the program. They are watching our progress closely to see if our industry will proactively adopt this strategy of personal accountability. We are very pleased to have numerous “household name” corporations step to the plate. This is exactly what the federal enforcement agencies want to see, thus we think this is an excellent indicator of the momentum that is being created by the ATA-SRO and spells out the expectations around the corner as both a vendor requirement in the private sector and best practice efforts upon FTC inspection. We are very pleased to have Marketlink achieve their ATA-SRO Accreditation and join the growing list of preferred call center operations in America.”

About Quality Contact Solutions (QCS): QCS is a specialized consulting and telemanagement firm serving the call center industry. In addition to managing outsourced programs for clients, QCS has on-staff personnel with expertise in the ATA-SRO accreditation process, including performing the third-party, independent audit required for accreditation. For more information about Quality Contact Solutions, visit www.qualitycontactsolutions.com.

About the ATA: The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. ATA members include companies with inbound or outbound contact centers, users of Teleservices, trainers, consultants, and equipment suppliers who initiate, facilitate, and generate telephone, Internet, and e-mail sales, service, and support. ATA provides leadership in the professional and ethical use of the telephone for conducting business and is committed to serving the needs of its members, recommending the highest standards of quality for the channel and protecting the rights of consumers. Members benefit from the ATA’s strong advocacy at the national and state level; advanced and timely educational opportunities and business-building events; advocacy and support in the public realm; and rich and trusted resources for Teleservices professionals.

About the American Teleservices Association’s Self-Regulatory Organization (ATA-SRO): The ATA-SRO incorporates aspects of governmental regulations and consumer protection rules for contact centers. The goal of the ATA-SRO is to assure a positive teleservices experience for consumers and provide an objective system that reinforces companies’ commitment to government compliance.

About Marketlink: Marketlink is a leading provider of outsourced teleservices solutions. Marketlink’s high-quality and affordable contact programs have helped thousands of companies achieve their goals and grow their business. Marketlink’s broad range of solutions include sales, lead generation, database enhancement, event marketing, and customer care services.  Founded in 1992 and headquartered in Des Moines, Iowa, Marketlink has over 400 employees in 5 Midwest call centers. Click here for more information on Marketlink. 

Top Ten Tweaks for Peak Success

Angela Morris, QCS President, writes The Essential Outbound Call Center Checklist:  Top Ten Tweaks for Peak Success

June 2009

If you’re like most call center managers, your daily routine is relatively consistent. Most likely, you haven’t recently taken the time to evaluate what is working and what needs to be changed.

Typical call center organizations and the employees within those organizations have ways of doing things that are tightly woven in the fabric of their operations. It’s difficult to tell why things are done a certain way – they just are. After all, when something is working, why change it? Or why even question it, for that matter? Call center operations success requires a delicate balance of many components, and it is often best to leave things alone. However, with careful evaluation you can tweak your call center practices and set up your team for even more success. Continue reading

What is Telemanagement?

Angela Garfinkel featured author in Connections Magazine with “What is Telemanagement?”

By Angela Garfinkel

Telemanagement is a term that describes the practice of managing inbound or outbound telemarketing programs for clients that outsource them to one or more external service providers. Typically the telemanagement function is performed by an external third party that has 100% responsibility for the results of one or more external service providers.

What Services Are Provided by a Telemanagement Company? Typical services provided include needs analysis and vendor selection. They will generally develop a training curriculum specific to your products or services, as well as the scripting, call guides, and tools needed by the telephone agents. Once the program is in place, they will provide daily reporting and data analysis, data transmittals, call monitoring, and program analysis. Continue reading