Outbound Call Center Featured Article

Thomas L. Cardella & Associates to Open Fifth Iowa Call Center

July 08, 2009

Thomas L. Cardella & Associates reportedly plans  to open a call center in Grinnell, Iowa.
 
The company, which serves provides inbound customer service and support, outbound teleservices, e-mail management, and Webchat services, for Fortune 500 firms in the financial services, insurance, publication, technology, telecom, entertainment, utilities and travel industries, said this week it will expand its operations in Grinnell and Iowa because of the strong work ethic and core values of its residents, according to the Chicago Tribune.
 
The call center, which is expected to employ up to 100 people, will open by Sept. 1, the newspaper said.
 
TLC&A has opened four call centers in Iowa, including Cedar Rapids, Coralville, Keokuk and Marshalltown over the last two years. In May, it began hiring at its newest contact center, in Marshalltown, Iowa. The company was slated to begin operations at the facility, located at 2500 South Center Street on June 1. It plans to hire 200 contact center specialists: 185 entry level and 15 managerial staff members by early fall, TMCnet reported.
 
The Marshalltown contact center would bring total employment to 910.
 
In other news, TLC&A was recently honored with two excellence awards recently during the 10th Annual IQPC Call Center Week. As TMCnet reported, the company took the top award in the Best in Class Call Center (Over 200 Employees), outpacing other industry leaders such as Nikon, Intelenet, kgb USA, and Arizona Public Center.
 
Company President Thomas Cardella was also named the first runner-up for the Call Center Leader of the Year award. Other finalists included New York Life Insurance Company, Mass Mutual Insurance Company, FedEx Latin America and Global Custom Commerce.
 
The Excellence Awards, which was established by Call Center IQPC, are designed to honor, recognize and promote contact centers that demonstrate true best practices in the contact center spectrum.
 
TLC&A is a fast-growing company with its Iowa contact centers and a set of home-based agents near its sites. TMCnet’s Brendan Read recently spoke with Thomas Cardella, the firm’s president and chief executive officer, about his insights on the trends affecting teleservices and contact centers and in the teleservices industry. In the report, Cardella said the economic downturn is having a positive outcome on the teleservices industry. He said firms are leveraging outsourcing as an efficient way to conduct contact center business.
 
For Cardella’s other insights, visit Read’s story here.

Amy Tierney is a Web editor for TMCnet, covering unified communications, telepresence, IP communications industry trends and mobile technologies. To read more of Amy's articles, please visit her columnist page.

Edited by Michael Dinan

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