ATA 2010 National Convention Brochure

Discover theof great customer contact

SEPTEMBER 12-15, 2010 Disney’s Contemporary Resort

www.ata2010convention.org

EVERTHING in your businessbegins or ends with a phone call. And EVERYTHING about your contact center can be found here!

As to all Disney images, ©Disney

Are you an executive or manager involved in or responsible for any of these following industries? If so, don’t miss this conference!

Join us in Orlando at Disney’s amazing and

completely renovated Contemporary Resort. With

a line-up of 65% more content than last year, we

are focused on helping you discover the magic of

GREAT customer contact.

Come and join executives and practitioners from over

25 countries who will be sharing their experiences

and presenting how real business problems have been addressed with

practical and actionable solutions. We are committed to making

this the most cost effective and worthwhile convention in the entire

industry. For this reason, you will notice that we have not raised

conference prices and have reserved a block of rooms at an incredible

rate for this world class property.

The 2010 Convention and Expo will give you unequaled opportunities

to network during “hot topic” roundtables and speed networking

sessions. You will learn more, do more business and have more fun

than at any convention you’ve attended in the past!

Of course, in addition to all the new things we have planned, you will

still enjoy some traditional favorites including the PAC fundraiser,

annual golf tournament, awards gala and casino night. Join us and

I promise that the education, networking, fun and ultimately, the

professional development and benefit to your company’s bottom line

will be magical.

We’ll see you in September!

Tim Searcy

ATA CEO

EARLY SPONSORS:

D I A M O N D

G O L D

E V E N T

A D D I T I O N A L

© Disney

Disney’s Contemporary ResortRising majestically between the shores of Bay Lake and Seven Seas Lagoon, Disney’s Contemporary Resort immerses you in a world of modern art and landmark architecture as sleek monorails silently glide through the center of the stunning atrium lobby. You’ll enjoy the distinctive style of oversized guest rooms and suites, most with dramatic lakefront or Theme Park views, along with a marina, health club, and an expansive pool area. For a truly memorable dining experience, the award-winning California Grill o!ers breathtaking views of Cinderella Castle from high atop the hotel. And, you’re just a short stroll or monorail ride away from all the sights and sounds of the Magic Kingdom® Park and Epcot®.

WANT TO SEE MORE?

Purchase Special Disney Tickets in Advance: Available only to convention attendees, their guests and family members, Disney’s multi-day and half-day Meeting/Convention tickets are designed to "t any agenda and can’t be purchased at the Theme Park gates. For more information visit, www.DisneyConventionEars.com/Tickets.

Extend Your Stay: Once you’re here, you’ll discover that the Walt Disney World® Resort o!ers more magical experiences than you ever dreamed possible. Don’t pass up the chance to add an extra few days before or after the convention for a spectacular golf or spa getaway or the perfect vacation with family and friends. The resort will extend the same room rates* for the convention to any nights you add to your visit.

*Room Rates are subject to change without notice and are based on availability. Group rates may not be combined with any other discounts or o!ers.

© Disney

© Disney

Come Network With UsFrom the expo hall to the special events, the 2010 ATA Convention & Expo provides plenty of networking opportunities with other business professionals.

SundayATA Open Golf Tournament

ATA 4th Annual Tennis Tournament

Opening Reception

MondayOpening Session & Keynotes

Speed Networking

Expo Hall Opening & Reception

ATA Chapter/New Members’ Reception

ATA-PAC Live Music Event

Exhibiting and Sponsorships are a great way for companies to enhance brand visibility, network for lead generation and showcase new products. The annual ATA Convention & Expo attracts domestic and international teleservices decision makers. Our convention attendees are quali"ed buyers who are ready to do business.

In fact, past expos have resulted in up to one-third of event attendees actually closing business on the exhibit hall #oor.

At the 2009 Convention, 78% of our attendees were able to close business during the event because they had "nal decision making authority and/or high-level input on products and services purchased on behalf of the company.

TuesdayAnnual ATA Awards Gala

Casino Night

WednesdayCall Centers CARE Philanthropic Project

Breath Mints

Convention Breaks

Attendee Packet Insert

Golf Polo Shirts

Boxed Golf Luncheon

Golf Bags Golf Caps

Golf Balls

Golf Carts

Golf Towels Golf Photographer

Golf Continental Breakfast

Golf Water Bottles

Golf Tees

Golf Hole

Sponsorship OpportunitiesTake advantage of the multiple opportunities to display your company name, logo and/or web address.

ATA Cyber Café

Attendee Bags

Awards Dinner Co!ee Mugs

Opening Reception

Convention Navigator Badge Inserts

Pad Folios

Lanyards

Convention Pens Exhibit Hall Reception

Exhibit Hall Lunch

Session Sponsor

Hotel Key Cards

Attendee Listing

Owner President CEO Chairman

SVP EVP VP

Director

Manager

Sales Account Exec

Other

Convention Attendee Pro!le

Keynote Presentations

Everything you need to know about acquiring new business, servicing customers, measuring success, leveraging technology, and maintaining compliance in your contact center.

Bob SimmondsVice PresidentWalt Disney World® Travel Operations

Bob joined Disney in January of 2005 where he is now responsible for the Walt Disney World Travel Operations and Product Development for the Walt Disney World® Travel Company. In his current role, he is responsible for the Disney Reservation Center, “Where the Magic Begins.”

Bob has been in the travel industry since 1976 and has been involved in a number of travel industry segments. Prior to joining Disney, Bob was the Director, Call Centers Operations and General Manager of the Telesales line of business at Expedia.com in Las Vegas. During his tenure with Expedia, Bob and his team built the Telesales division from a “proof-of-concept” vision into a line of business quickly approaching $1 billion in annual sales within 4 years. Bob was also responsible for starting Expedia’s cruise sales operations and building it to nearly $100 million in sales during its "rst year of operation.

Lani Kane-Hanan Senior Vice President Resort Development & Planning, Inventory and Revenue Mgmt. & Product InnovationMarriott Vacation Club International (MVCI)

With nearly 25 years of experience in the hospitality industry, Lani is currently responsible for all MVCI’s Resort planning and development, inventory and revenue management, and product innovation activities. Her teams’ e!orts support the Ritz-Carlton Destination Club, Grand

Residences, and Marriott Vacation Club businesses world-wide. She is a member of MVCI’s Executive Committee. She is also an active member of the American Resort Development Association (ARDA), and serves as the Chairperson of ARDA’s Meetings Committee.

Previously, Lani was part of the senior leadership team of a real estate consulting practice where she specialized in development, acquisitions, and strategic planning for mixed-use real estate projects and companies.

Howard C. Nusbaum, RRPPresident and Chief Executive O!cerAmerican Resort Development Association

Howard C. Nusbaum is the president and chief executive o$cer of the American Resort Development Association (ARDA). Prior to joining ARDA, Nusbaum served as director of Corporate and Industry Relations for the American Hotel & Lodging Association as well as executive vice president of the Ohio Hotel & Lodging Association. He serves on the Board of

Directors of the U.S. Travel Association and its Executive Committee.

Before joining the world of hotel association management, he was vice president of marketing for Janus Hotels and Resorts. Nusbaum is a past board member of the Educational Institute of the American Hotel & Lodging Association. He received the Educational Institute of the American Hotel & Lodging Association’s “Lamp of Knowledge” for his development of hospitality training programs. He also received national recognition for his development of the very successful HOST Welfare-to-Work Program.

Creating Magic at Every Customer Touchpoint

Professional Personal Certi!cation and Development – THE TIME IS NOW!

2010 ATA Open Golf Tournament Sponsored by 1-2-1 Direct Response

Co-chaired by: Stuart Discount Tom Rocca, Support Seven

Tee Par Yardage Rating Slope

Gold 72 6091 69.4 125White 72 6642 72.3 130Red (W) 72 5232 70.5 123Classic 72 7516 76.4 140Blue 72 7182 74.9 136

Itinerary:7:15 am: Hotel Departure7:20 am: Breakfast & Registration at Disney’s Magnolia Golf Course8:00 am: Shotgun Start12 pm: Lunch/Awards Presentation1 pm: Return to Hotel

Disney’s Magnolia Golf Course – Step onto the "rst tee and into the shoes of champions. Power your way down the fairways at this home to the "nal rounds of the PGA Tour FUNAI Classic. These beautifully manicured links, designed by Joe Lee, are named for an abundance of fragrant Magnolias. Elevated tees, spacious greens and tranquil water hazards immerse you in a natural setting "t for a ful"lling round of championship golf. The classic design has very wide fairways, but 11 of the 18 holes have water, and there are 97 bunkers scattered around the scenic landscape and greens. The challenging signature hole, the par-3 sixth with the Mickey Mouse-shaped bunker in front of the green, is nearly 200 yards from an elevated tee, over water to a shallow, elevated green. In all, Disney’s Magnolia Golf Course measures 7,190 yards from the blue tees, with a course rating of 73.9 and a slope rating of 133.

Supporting Sponsor: Cyber City Teleservices

© Disney

SUNDAY, SEPTEMBER 127:00 am

8:00 am

Disney’s Magnolia

9:00 am – 12:00 pm

12:00 pm – 1:00 pm

12:00 pm – 6:00 pm

6:00 pm – 7:30 pm

8:00 pm – 9:00 pm

© Disney

2010 ATA-PAC Event

The ATA-PAC is the bi-partisan political action committee of the American Teleservices Association which exists to elect candidates to the United States Congress. Participation in the ATA-PAC is limited to restricted class association members and is voluntary. Contribution amounts are merely recommendations and impermissible donations shall be immediately returned to the donor. ATA-PAC sta! can answer any questions or clari"cations regarding eligibility and/or participation.

Tickets: $150 donation per person

Join in the fun and support ATA-PAC!

Monday 7:00 pm

MONDAY, SEPTEMBER 13 8:00 am – 4:00 pm

8:00 am – 8:50 am

9:00 am – 9:20 am

9:20 am – 10:10 am

10:20 am – 11:10 am

11:20 am – 12:00 pm

12:00 pm – 1:00 pm

1:10 pm – 2:00 pm

2:00 pm – 2:50 pm

3:00 pm – 3:50 pm

4:00 pm – 5:00 pm

5:00 pm – 6:00 pm

7:00 pm

Night”

*TICKETS REQUIRED

How to Best Leverage B2B Tools and Processes

Steve Griggs, President, In"nity Contact, Inc.Ed McGuiggan, VP Global eCommerce, Nuance Communications

Get an up-close and personal look at a proven inside sales account management model that heavily integrates the contact center with other channels to acquire and upgrade customers. A speci"c case study will be presented to showcase the evolution of the B2B model, including challenges faced, lessons learned over the past four years, and results attained. Discussion will include practical recommendations on how to launch and continually re"ne the results generated by an inside sales team. This session will provide insight on how to prevent channel overlap along with best practices in B2B data management.

A View from China: Insights on the Next Evolution in O"shore Opportunities

Ted Bernard, Senior Vice President, In#uentAndy Jacobs, President & CEO, In#uentTony Bruno, Director, PCCW Teleservices

The discussion will provide a "rsthand account of call center and BPO programs in China. Both internal growth as an attractive market for multi-national companies as well as access to talented, low cost resources, makes China a very attractive location. India and the Philippines, which have become the

MONDAY, SEPTEMBER 13

9:20 am – 10:10 am

KEYNOTECreating Magic at Every Customer Touchpoint

Bob Simmonds,Vice President, Walt Disney World®Travel Operations Walt Disney World® is globally known as THE family destination. But it is the magic of the experience from the beginning to the end that keeps kids of all ages coming back. How does Disney do it? By creating magic at every touchpoint. You will be given a behind the curtain glimpse at the Disney approach to “Creating Magic” with their Guests starting with the Cast members of the Disney Reservation Center (DRC).

Using the goal of “surprising and delighting” the Guest at every touch point, Disney achieves best-in-class service ratings while signi"cantly increasing revenue per call. Bob will discuss how using a combination of technology, "nding the right Cast Members and creating the right motivation while keeping it fun has transformed the DRC into a strategic pro"t center for the Parks and Resorts Segment of the Walt Disney Company and the standard bearer for magic of the "rst of many customer touchpoints.

10:20 am – 11:10 am

The Good, the Bad & the Ugly of PCI Compliance

Kristyn Emenecker, Director-Solutions Marketing, Verint Witness Actionable Solutions

Attend this session to learn about current trends, drivers and the impact of compliance with the Payment Card Industry-Data Security Standard (PCI-DSS) on today’s contact centers and teleservices organizations. You’ll have an inside view of the positive and negative e!ects managers and business leaders experience as they work to achieve and maintain PCI compliance to protect consumer payment data; while at the same time complying with other regulations that require consumer authorization and transaction record retention.

Social Revolution: Strategies for Succeeding in the Contact Center

Brent Bush, SVP/Group Managing Director, Harte-Hanks, Inc.Craig Meurer, Director of CRM & Technology Solutions, Harte-Hanks, Inc.

Understand how social media a!ects the contact center and teleservices. Attendees will have a tactical approach for initiating social CRM and support in the contact center – and know why they cannot ignore this revolution in customer communications. Best practices will be shared to understand emerging trends and ensure long-term success.

world’s major BPO players, are facing talent shortages and higher attrition rates. Many experts now believe that similar BPO industries are expected to grow very fast in China. In 2006, China’s overseas BPO business was valued at about $1.4 billion and is expected to reach as much as $6.3 billion by 2010.

Best Practices for a Successful Multi-Media Direct Response Marketing Campaign

Jane Bulman, Executive Director, National Teleservices, ComcastScott McKeen, Senior Director, Sales Channels and Market Development, Time Warner CableGerard Dehar,President, Speedeon Data CorporationRob Marshall, Chief Operating O$cer, 360CRMMark Boehmer Senior Vice President, 360CRM

This highly educational panel discussion will center around the focal areas for success on a “New Movers” program, although the processes and methodologies can be employed across any campaign regardless of target audience. The speakers will provide education regarding inbound, outbound, direct mail, print, chat and email. We will discuss things such as start up and speci"c areas of focus, including lists, data elements, selection criteria, script/presentation required components, selling/servicing multiple client products to new movers or existing customers on a single call, and other components and processes.


Breaking the Chains of Traditional Metrics Stephanie Millner, VP Business Development, GlobalCom SolutionsOrlando HamptonExecutive Vice President,SATMAP Enterprise Deployment, TRG

Stepping outside traditional metrics. Do your measurements match outcome objectives? Have you considered looking at Net Promoter Score? How would an alternative perspective impact your customer experience, rep retention, and ultimately – the bottomline.

1:10 pm – 2:00 pm

KEYNOTEProfessional Personal Certi#cation and Development THE TIME IS NOW!

Lani Kane-Hanan, Senior Vice President, Resort Development & Planning, Inventory and Revenue Mgmt. & Product InnovationMarriott Vacation Club International (MVCI)Howard C. Nusbaum, RRP,President and Chief Executive O$cer,American Resort Development Association

he teleservices industry employs 5.3 million individuals in the United States, and accounts for over $600 billion in sales of goods and services, but we are woefully inadequate in legitimacy to the profession through certi"cation. ATA has decided to move forward in creating and promoting professional certi"cation for individuals in the career of teleservices. But what does certi"cation mean, and what will it do for the industry? Join these two

dynamic speakers as they relate the successful progression of professional certi"cation in the timeshare industry. From what it has meant for the individual all the way through to the board room, this session will explore the keys to successfully launching, building and maintaining a professional certi"cation program. This is the future, and this session will point to the way the ATA will get there.

3:00 pm – 3:50 pm

Intelligent Interactions: Improve Response Rates by Getting to Know Your Customers Through Data Analytics

Steve Brubaker, Chief of Sta!, InfoCision

Attendees will learn how developing the right criteria and application can accurately "lter their customer database for churn risk. Using data analytics, attendees will learn tips for developing a multi-channel, cost-progressive direct marketing strategy that incorporates the telephone, text, direct mail, etc., that minimizes churn and retention cost. Attendees will see proof that highly personalized marketing tactics developed from data analytics can drastically improve marketing e!orts by lowering cost and boosting ROI.

Every time someone purchases a good or service they are telling you something. Why not use that information by utilizing data analytics and applying results to an integrated, multi-faceted marketing approach? By doing so you can enhance brand position, improve ROI, and increase response rates and customer retention.

Key Trends in Timeshare Customer Contact

Gary Byrd,Chief Customer O$cer & Executive Vice President,Wyndham Vacation Owership, Inc.Robert A. Kobek, RRP, President, CustomerCountHoward C. Nusbaum, RRP, President and CEO, American Resort Development Association

The American Resort Development Association (ARDA), through its best practices think tank, has identi"ed customer service and customer contact as one of the 5 most important initiatives that timeshare marketers, sellers and operators should have as a business focus.

This panel of high level ARDA and ATA timeshare executives will discuss current trends and how customer loyalty begins in the contact center. How smart marketing and sales executives take advantage of that customer loyalty to create advocates, thereby decreasing the cost of marketing and increasing sales in this era of regulation.

The Inevitable Regulatory Inquiry; Proven Strategies That Reduce Risk Ken Sponsler, VP and General Manager, CompliancePoint (a PossibleNow company)Mitch Roth, Attorney, Roth Doner Jackson, PLCScott DeNardin, VP of Finance & Corporate Compliance, Defender Direct

This session will address proven strategies for reducing complaints


through increasing consumer expectation of a call, scripting enhancements, e!ective dial rates and use of good lead generation sources. Learn how to build a defendable position if faced with a regulator investigative inquiry or a CID. Finally, understand the Civil Investigative Demand process. The evidentiary and documentary requirements can overwhelm companies that are ill prepared. Learn the elements of the CID and how the process works from beginning to end.

Social Media’s Impact on the Call Center Industry – Trends and Opportunities Chris Bracken, CEO, CallMe! Sta$ng, LLCSam Falletta, President, Incept Corp.

Learn how social mediums can greatly impact your recruiting e!orts and alleviate the di$culties of "nding and keeping quality employees, how call center companies can e!ectively utilize social media to enhance their brand, and the future of social media within the call center industry. Understand how social mediums can impact your business in 3 key areas: Your People, Your Brand and Your Services.

Healthcare Reform and the Contact Center Lynne Jacoby, VP Healthcare Solutions, Synergy Solutions

This session will explore Healthcare Reform’s impact on contact centers – a look beyond the politics. How will

the new legislation impact contact centers as employers? How can innovative solutions providers make the most of the new requirements? This interactive discussion will explore the realities of the new regulations, including a timeline for implementation requirements and new opportunities the law creates for innovative solutions providers.

Best Practices in Relationship Management: Getting the Most Out of Outsourcer Partnerships

Rita Wood, President, Network Direct

Why do some outsourced programs thrive…while others #ounder? Is it mostly a matter of up-front selection… or can collaboration, communication, and a shared commitment to continuous improvement make the ultimate di!erence between program (and contract) failure and success? In this fast-paced, tip-"lled session, learn: what to do/not do in the selection process; how to build a strong vendor management foundation; how to stay connected to “your” reps, customers and callers; the best in multi-sourced programs; o!-shore vs. on-shore partnership management; checks, balances and compliance; how and why outsourced programs can fail (and what to do to avoid the typical pitfalls); Zen and the art of program maintenance.

TUESDAY, SEPTEMBER 148:00 am – 2:30 pm

8:00 am – 8:50 am

9:00 am – 9:30 am

9:30 am – 10:20 am

10:30 am – 11:20 am

11:30 am – 1:20 pm

1:30 pm – 2:20 pm

2:30 pm – 3:20 pm

3:30 pm – 4:20 pm

6:30 pm – 8:30 pm

8:30 pm – 11:00 pm

Annual Awards Gala & Casino Night Attend the ATA Awards Dinner and Gala event to pay tribute to award winners in the following categories:

Vendor Excellence Award Pioneer Hall of Fame Technovation Award Best of Show International Teleservices Champion Foundation Award Chapter Awards Making A Di!erence Award

to the Eight Critical Success Factors of deploying the at-home model. See "rst-hand examples of cost reductions utilizing at-home agents.

LAMA and the Up-Sell/Cross Sell Techniques That Turn Your Call Center into a Pro#t Center Judy McKee, McKee Consulting, LLCSally Cordova, McKee Consulting, LLC

Learn the famous L-A-M-A technique in this session and how it applies to your business operations. Presenters will demonstrate how to ask the 6 billion dollar word question as well as role play it with participants. Mastering the ART of the SOFT SKILL Statement-Question Technique will be EASY for you to apply after attending this session. You will receive the proof that it works and methods to use to make it work in your call center. Understand the Add-On Method, Buying Signal Method and the Seed the Sale Method.

Am I LinkedIn to a Future Lawsuit?

Chad Richter, Partner, Jackson Lewis LLP

This session will discuss the Human Resources, employment and labor considerations with employees’ use of social networking sites. As the number of users of social networking sites (i.e. MySpace, Face Book, LinkedIn, etc.) continues to increase by signi"cant proportions every month, so do the opportunities and challenges for employers. Learn how to e!ectively manage em-ployees’ use of social networking that occurs both on and o! the clock and

how to design an e!ective policy to minimize the risk of liability. You will also learn from recent decisions in 2009 and 2010 addressing employees’ right to privacy, enforcing restrictive covenants through employees’ use of social networking, recent claims against employers in our industry and much more. You will also hear about current labor law issues and legislation impacting the contact center employment sector.

Best Practices for Caller ID Number and Name Display

James Baker, Senior Vice President,Bank of AmericaSteve Brubaker, Chief of Sta!,InfoCisionAngela Morris, President, Quality Contact Solutions, Inc.Dean Gar!nkel, Chairman, Call Compliance, Inc.Michele Shuster, Partner, MacMurray, Petersen & Shuster, LLP

Join this panel discussion to better understand “how” Caller ID works throughout the U.S. phone carrier market (long distance carriers and local phone companies). Learn “best practices” regarding setting up Caller ID phone numbers and names and how to ensure complete regulatory compliance and increase contact rates and list penetration rates at the same time. Hear from a telemar-keting legal expert regarding the “musts” and “options” when it comes to ensuring Caller ID legal compli-ance for outbound telemarketing.

This will be a lively discussion which will utilize a series of case study examples and panelist experiences regarding best practices for Caller ID phone number and name delivery.

TUESDAY, SEPTEMBER 14

9:00 am – 9:30 am

"GENERAL SESSION#State of the Industry and the Future of the ATA

Tim Searcy, CEO, ATA

Based on the thousands of interactions with contact center leaders each year, hear an honest and realistic inside look at where this industry is headed. Year after year, this session is one of the most powerful and meaningful presentations for anyone whose business is tied to serving consumers, so be sure not to miss this excellent opportunity. Attendees will be presented with the most useful facts and "gures about the teleservices industry world-wide and will share what is really going on and what it will mean for the future.

9:30 am – 10:20 am

Leveraging Outbound Sales with Home Agents: The Marketlink Case Study Michele Rowan, CEO, Customer Contact StrategiesKourtney Keough, CEO, Marketlink

In 2010, Marketlink moved 15% of its workforce home as an alternate to adding additional facilities and is likely to expand it further. Session attendees will learn the details of Marketlink’s vision, key objectives of the at-home model and the inside track on Marketlink’s strategy for deployment. In addition attendees will get a "rst hand look at how Marketlink measures success. Finally, attendees will be exposed

Self-Service: A Bridge Too Far?

Eric Camulli, Vice President of Marketing, Virtual Hold TechnologyTroy McNall, Manager, System Performance Analysis, Virtual Hold Technology

Each negative customer interaction costs your organization money, causes frustration and threatens customer loyalty. This session will be examining data from a few di!erent companies to demonstrate the value of solutions that bridge the customer service gap between self-service and live-service. For example, learn how Southwest Airlines recovered 500,000 abandoned calls and saved more than 47 years of customer hold time in just 5 months. Learn how Blue Cross of Northeastern Pennsylvania reduced average speed to answer from 4.8 to 2.6 minutes during peaks, improved abandons 43% and signi"cantly reduced call blockage. Another example is how Hertz reduced their average handle time by 50 seconds utilizing these “bridge the gap” solutions.

The Role of Learning Management Technology in Enhancing the Customer Experience (Case Study) Charles Hellings, EVP- Sales and Marketing, ePath Learning, Inc.Jessie Woodson,Training/QA ManagerTerminix

Your service is only as good as the last contact your client made with your agent. In order to enhance the customer experience, you "rst have to understand the state of that experience now. What training is in place for your agents? How do


you know that training is consistent across all agents? Are your call center issues based in training or performance? Attendees will learn how to reduce training costs and reduce training time, how to ensure consistency in training and perfor-mance improvement and how to better understand if issues are training issues or performance issues.

3:30 pm – 4:20 pm

Compliance2: Staying One Step Ahead

Ryan Thurman, Director of Sales and Marketing, Contact Center ComplianceJoe Sanscrainte, Compliance Attorney, Law O$ce of Joseph SanscrainteGerard Dahar, CEO, Speedeon Data

Learn about reverse engineering safe harbor practices and how to make them work for you. Hear actual stories from the “front lines” of compliance and understand how to create the right balance between compliance and pro"ts. This session will also provide a comprehensive FCC/FTC Regulation update-including express written permission for wireless, robocalls, and foreign markets calling for the US. This discussion will include an enforcement update and the current statistics of recent DNC violations. Analysis and statistics regarding data marketing and the DNC as well as the current status of latest telemarketing compliance issues will be covered.

Contact Center Attrition and Retention

Jim Beuoy, Dir. QA & Corp. Compliance, AmeridialSam Falletta, President, Incept

If you haven’t put a "gure on the cost of turnover for your contact center, you should! Add up interviewing time, assessment tests, training, advertising expenses, and the additional coaching time required bringing a new recruit up to speed and you’ll arrive at a "gure that almost always is your single largest expense. Learn the step-by-step method to building a low turnover culture in in-house and outsource environments. You’ll be provided with studies that provide empirical data that you need to convince stakeholders at every level of your organization.

Meeting Today’s 24/7 Customer Where They Live

Fred White, Vice President of Business Development, Interactive Softworks

In today’s highly competitive marketplace, customers expect more than ever from the organizations they do business with. Customers are increasingly frustrated with poor service, inconsistent information and many companies’ inability to treat customers as individuals. Making the issue even more complex is the growing number of ways businesses and customers are interacting – including voice, text, web, email, Facebook, Twitter and more. This presentation will discuss how

organizations can leverage the right technology and make the most of multi-channel communications to e!ectively engage customers and turn them into customers for life.

Interactive Softworks will discuss a case study with customer, Tranzact. The presentation will detail how Tranzact uses Interactive Softworks’ technology solution that enables the company to manage numerous complex customer campaigns, reduce operational costs, and respond quickly to new opportunities.

What It All Means for Outsourcers

Tim Searcy, CEO, ATAJohn Redinger, VP Sales and Marketing, DialAmerica

What impacts are the economy, state & federal regulations, the o!shore vs. onshore debate, automation choices and customer feedback having on the buyers’ selection of outsourcers? This session will help both clients and outsourcers make sense of where to go from here. The ATA and DialAmerica have once again teamed up to study outsourcing from the purchaser’s point of view. Hear the key purchasing factors beyond recession and into recovery, particularly for the large scale buyers. The ATA and DialAmerica will release "ndings of our third annual authoritative study of U.S. buyers of outsourced teleservices.


Partners in Performance…A Look at ATA Partners Winning Business in Harsh Economic Times

Laurie Alm, President, Motivated IncentivesJim Iyoob, Vice President of Global Development, Etech, Inc.

This session will provide an overview of targeted sales approaches to identify, qualify and close clients. It will also include a general overview of the RFP process and how partners are introduced into the equation. Based on an actual case study, the presenters will demonstrate how the partnership with Etech and Motivated Incentives helped demonstrate a unique competitive advantage for a major Fortune 500 company and ultimately closed the deal. Learn how to create a value proposition to sell your contact service team, how to "nd the right partners, and how to use incentives to distinguish your company from the rest of the pack.

Moving From Scripting to Consulting: The Key to Delivering Sales and Service Excellence

Joel Linchitz, President, Phone for Success

In order to be successful scripting today needs to move away from word for word monologues to communication dialogs that focus on needs and rapport building. It’s time for call centers to raise the bar and coach their sales and service reps to become professional communication

consultants who are completely focused on the customer. This presentation will focus on how to build dialog guides that serve as road maps for conversations and how to coach reps to use this consultative approach that will have a dramatic e!ect on customer satisfaction and generating increased pro"ts for the bottom line.

Attendees will learn from examples of dialog guides used by some of the largest U.S. companies and leave with a 4 Step Model and methodology for building e!ective Dialog Guides.

WEDNESDAY, SEPTEMBER 159:00 am – 1:00 pm

Call Centers CAREMake a Di"erence... Join the Movement... Get Involved...The ATA will partner with a local charity on Wednesday, September 15th for a philanthropic activity. This is a day of caring and camaraderie that you simply won’t want to miss. We provide the food, transportation and Call Centers CARE t-shirts.

Each year during our national events, a Call Centers CARE activity is organized so industry professionals from around the world can join in a combined e!ort to give back and support a local community. Join us and show how much you CARE.

For complete details about the event and charity we will be assisting, visit our special events page on the convention website: www.ata2010convention.org

ATA Travel SiteYou now have an opportunity to save and serve with the new ATA travel service, powered by the world’s largest travel providers, Travelocity and Expedia. Every time you book your travel on the ATA travel site, a portion of your payment will be donated to ATA Call Centers CARE.

This travel service allows you to receive the lowest pricing and most extensive selection that Travelocity and Expedia have to o!er including over 55,000 hotels, all major airlines, car rentals, cruises, attraction tickets, and more.

Make sure you and everyone you know books personal and business travel on the new ATA travel site. Make a di!erence today!

www.atatravelsite.com

2010 Program At-A-GlanceMONDAY, SEPTEMBER 13

8:00 am – 4:00 pm

8:00 am – 8:50 am9:00 am – 9:20 am

9:20 am – 10:10 am KEYNOTE PRESENTATION : Creating Magic at Every Customer Touchpoint

10:20 am – 11:10 am

The Good, The Bad and The Ugly of PCI Compliance

Social Revolution: Strategies for Succeeding in the Contact Center How to Best Leverage B2B Tools and Processes

A View from China: Insights on the Next Evolution in O"shore Opportunities

Best Practices for a Successful Multi-Media Direct Response Marketing Campaign

New Ways to do Representative Analysis and Training

11:20 am – 12:00 pm

12:00 pm – 1:00 pm

1:10 pm – 2:00 pm KEYNOTE PRESENTATION: Professional Personal Certification and Development – THE TIME IS NOW!

2:00 pm – 2:50 pm

3:00 pm – 3:50 pm

Key Trends in Timeshare Customer Contact

The Inevitable Regulatory Inquiry; Proven Strategies that Reduce Risk

Social Media Impact on the Call Center Industry – Trends and Opportunities

Healthcare Reform and the Contact Center

Intelligent Interactions: Improve Response Rates by Getting to Know Your Customers through Data Analytics

Best Practices in Relationship Management: Getting the Most Out of Outsourcer Partnerships

4:00 pm – 5:00 pm

5:00 pm – 6:00 pm

7:00 pm

TUESDAY, SEPTEMBER 14 8:00 am – 2:30 pm

8:00 am – 8:50 am

9:00 am – 9:30 am GENERAL SESSION:

9:30 am – 10:20 am

LAMA and the Up-Sell/Cross Sell Techniques That Turn Your Call Center into a Pro!t Center Am I Linkedin to a Future lawsuit? Best Practices for Caller ID Number and

Name Display

Self Service: A Bridge Too Far?The Role of Learning Management Technology in Enhancing the Customer Experience

Leveraging Outbound Sales with Home Agents: The Marketlink Case Study

10:30 am – 11:20 am

11:30 am – 1:20 pm

1:30 pm – 2:20 pm

2:30 pm – 3:20 pm

3:30 pm – 4:20 pmCompliance2: Staying One Step Ahead Contact Center Attrition and Retention Meeting Today’s 24/7 Customer Where

They Live

What it all Means for OutsourcersPartners in Performance… A Look at ATA Partners Winning Business in Harsh Economic Times

Moving from Scripting to Consulting: The Key to Delivering Sales and Service Excellence

6:30 pm – 8:30 pm

8:30 pm – 11:00 pm

REGISTRATION RATESRegistrant Type Paid in full by Aug 6 Standard Registration Fee

ATA Member $1095 $1395ATA Platinum Member $895 $1195

ATA Chapter Board Member $995 $1295ARDA Member $1095 $1395Non-Member $1595 $1895

Register online: www.ata2010convention.org or call 317.816.9336. Registration includes access to great educational sessions and expo hall admission. It also includes annual event favorites such as the opening reception, casino night, Call Centers CARE service project, the annual awards gala dinner, speed networking and other great networking opportunities.

SPECIAL EVENTS:ATA Member Non-Member Team of 4

Golf Tournament $179 $199 $675Tennis Tournament $25 $30 N/APAC Event $150 $150 N/A

Hot Topic Roundtables - Introduced at the ATA Washington Summit - Hot Topic Roundtables were a Big Hit! This is an opportunity to sit down and discuss the most pressing issues in the contact center industry with other experts in the "eld. This is a unique opportunity to gain new perspectives and network with professionals that share your interests.

Just a few of the topics that will be covered include: PCI Compliance Wireless consent – the latest regulatory updates Social media integration in the contact center Vendor management best practices Self service strategies Next generation KPI’s O!shore vs. onshore Workforce management Best tools for hiring and training Best practices for managing contact center/customer relationships

ATA Speed Networking- Another HUGE success, we are bringing this fast-paced, fun event to Orlando! Think of it as speed dating for businesses leads. Join in this simple activity to make sure that you leave this year’s convention with lots of new contacts and new business opportunities! Don’t be shy – simply bring plenty of business cards and be prepared to share friendly conversation and your expertise with other contact center professionals.

Disney’s Contemporary Resort4600 World Drive Lake Buena Vista, FL 32830 (407) 824-1000

You asked for it and we heard you loud and clear so…What’s New this Year?

Reserve your room early and receive the group rate of $185/night, subject to

website to make reservations. © Disney

REGISTER BEFORE AUGUST 6th AND SAVE $300!VISIT: CALL:

3815 River Crossing Parkway, Suite 20Indianapolis, Indiana 46240

Names You Want to do Business With:Bank of America

Bluegreen Corporation

Call Compliance, Inc.

Capital One

CareCall, Inc.

Comcast

Corporate Call Center

Cross Country Home Services

Cyber City Teleservices

Defender Direct

DialAmerica

Diamond Resorts International

DIRECTV

Discover

Disney Destinations LLC

Edge Teleservices, Inc.

Etech, Inc.

First Data Corporation

GE Consumer Finance

Global Contact Services

Hamilton Contact Center Services

Hilton Grand Vacations Company

HSBC Card Services

ICT Group, Inc.

360CRM

Aditya Birla Minacs

ADT Security Systems Inc

AEGON Direct Marketing Services

A$nion Group

All American Dish

Allstate Insurance Company

Allus, Global BPO Center

Alorica Inc.

Alpine Access

American Customer Care, Inc.

American Express

American Honda Finance Corporation

American Red Cross

American Resort Development Association

American Water Resources

Ameridial

APX Alarm Security Solutions, Inc

Associated Bank N.A.

Associated Community Services

AT&T

Avaya

Protocol Global Solutions

Republic Telcom Worldwide

Shell Vacations, LLC

Showtime Networks Inc.

Silver Leaf Resorts

Sirius XM Radio

SITEL Worldwide

Smart"sh Technologies

Starwood Vacation Ownership

Synergy Solutions, Inc.

TCIM Services, Inc.

Technology Marketing Corporation

Telerx

The Allant Group

The Results Companies

The Sun-Sentinel/Orlando Sentinel

Toastmasters International

TPG TeleManagement, Inc.

Trident Business Management

Voiance Language Services

West Corporation

Wyndham Vacation Ownership

Names You Want to do Business With:Incept Corporation

In#uent Inc.

InfoCision Management Corporation

Inktel Direct Corp

Innovative Marketing & Sales

Intersections Inc.

iPacesetters, LLC

IQT, Inc.

Mac Murray, Petersen & Shuster, LLP

Marketlink

Marriott Vacation Club

Microsoft

Mobius VP, LLC

MTI

MxEnergy

NCO Customer Management, Inc.

Neustar

Northwest Direct Teleservices, Inc.

NovaTel

NOVO1

Omaha Steaks, Inc.

Optima Direct, Inc.

Paci"c Monarch Resorts Plantronics

PossibleNOW

Progressive Impressions International

2010 ATA Resource GuideUniting the Industry

1 www.ataconnect.org

Greetings,

The ATA is all about its people – the member companies, who they are

and what they do. No other organization brings prominent call center

professionals together in support of an industry with vast economic and

social impact. We represent the users, the providers and the supporters

of Teleservices, a channel which employs over five million people in the

United States alone, and a far greater number world-wide.

This Resource Guide is a valuable year-round resource bringing together

people, products, services, ideas and best practices in

to one place. For

those charged with sourcing reliable information for their companies,

the 2010 ATA Resource Guide is the place to start. We have

incorporated information including:

• Call Center Outsourcers Buyer’s Guide

• ATA Membership Directory

• Industry Facts and Figures

The result is a useful tool to help you get the most out of your ATA

membership. We’ve included our most up-to-date information in this

publication and hope that you will put it to immediate and continuous

use.

Within this Resource Guide, you will also see information on the

different services available through ATA membership. We welcome your

questions and encourage you to consider additional participation in the

organization.

We like to say that “members do business with members” and can

back that up with testimony from members year after year.

I hope you’ll make sure they’re doing business with you!

Best wishes,

Tim Searcy

CEO

Tim Searcy, CEO

2010 ATA Resource Guide

2

2010 ATA Resource GuideTable of Contents


Published by:American Teleservices Association3815 River Crossing Parkway, Suite 20Indianapolis, IN 46240Phone: 317-816-9336www.ataconnect.org

All Rights Reserved.

No part of this publication may be reproduced, stored in a retrieval system ortransmitted in any form by any means, electronic, mechanical, photocopying,recording or otherwise, without the prior permission of the publisher,American Teleservices Association (ATA).

The information in this publication is believed to be correct at the time ofpublication, but cannot be guaranteed. Please note that the information ATAdelivers will be based on information gathered in good faith from both primaryand secondary sources, whose accuracy we are not always in a position toguarantee. As such, American Teleservices Association can accept noliability whatever for actions taken based on any information that maysubsequently prove to be incorrect.

The 2010 ATA Resource Guide

Copyright 2010© American Teleservices Association

About the American Teleservices Association . . . . . . . .4OUR MISSION

ATA Board of Directors . . . . . . . . . .5

Make the Most of Membership . . .6PROTECTION FROM GOVERNMENTREGULATIONBUSINESS NETWORKINGEDUCATIONCOMMUNICATION

Join an ATA Chapter . . . . . . . . . . . .72010 CHAPTER DIRECTORY

Platinum Membership . . . . . . . . . .8PLATINUM MEMBERSHIP PROVIDES ANINSTANT RETURN ON YOUR INVESTMENTATA CORPORATE MEMBERSINVEST IN A PLATINUM MEMBERSHIPPLATINUM MEMBERS

Participation in ATA Events . . . . . .9CHAPTER EVENTS2010 ATA COMPLIANCE SEMINAR SERIESATA WASHINGTON SUMMITATA CONVENTION & EXPO

Doing Business with Members . . .10SPONSORSHIPSEXHIBITINGADVERTISING

ATA Government Affairs . . . . . . . .11MEMBER ALERTS

ATA Political Action Committee . . . . . . . . . . . . . . . . . . .12MAKE AN INDIVIDUAL ATA-PACCONTRIBUTIONSELECT THE ATA-PAC PAYROLL DEDUCTIONPROGRAMMAKE ATA-PAC PARTICIPATION FUN

ATA Self-regulatory Organization 13AUDITOR CERTIFICATIONBECOME AN SRO TRUSTEE!

Regulatory Compliance Tools . . .14

Call Centers Care . . . . . . . . . . . . .15

Staying in Touch . . . . . . . . . . . . . .16ATA WEB SITEECONNECTIONS ONLINE NEWSLETTERSOCIAL NETWORKINGATA RESOURCE GUIDE

Outsourcers Buyer’s Guide . . . . . .17

ATA Membership Directory . . . . . .65

Industry Facts and Figures . . . . .153INDUSTRY FACTS AND FIGURES. . . . . . 153CONTACT CENTER SIZE . . . . . . . . . . . 153OUTBOUND ACTIVITY. . . . . . . . . . . . . 154COST PER CALL . . . . . . . . . . . . . . . . 154BUDGET. . . . . . . . . . . . . . . . . . . . . . 154WORKFORCE MANAGEMENT . . . . . . . . 155VIRTUAL CONTACT CENTERS. . . . . . . . 156HOME–BASED AGENTS. . . . . . . . . . . . 157USING HOSTED & MANAGED SOLUTIONS . . . . . . . . . . . . . . . . . . . 158INBOUND ACTIVITY . . . . . . . . . . . . . . 159OPINIONS ON MULTIMEDIA . . . . . . . . . 159AUTOMATED INTERACTIONS . . . . . . . . 160DIALERS . . . . . . . . . . . . . . . . . . . . . 161SURVEY TECHNIQUES . . . . . . . . . . . . 162MANAGERIAL ISSUES. . . . . . . . . . . . . 163COST OF INDUCTION . . . . . . . . . . . . . 163MOST IMPORTANT ATTRIBUTES OF A SUCCESSFUL CONTACT CENTER AGENT . . . . . . . . . . . . . . . . 164METHODS OF MOTIVATING AND RETAINING AGENTS . . . . . . . . . . . . . 165SALARIES . . . . . . . . . . . . . . . . . . . . 166SALARIES BY CONTACT CENTER ACTIVITY TYPE AND SIZE . . . . . . . . . 166INDUSTRY IMPACT . . . . . . . . . . . . . . 167LOOKING FORWARD. . . . . . . . . . . . . . 168

Dedicated to Serving the Contact Center IndustryAbout the American Teleservices Association

4ATA INFORMATION

The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to theadvancement of companies that utilize contact centers as anintegral channel of operations. ATA members includecompanies with inbound or outbound contact centers, usersof Teleservices, trainers, consultants, and equipmentsuppliers who initiate, facilitate, and generate telephone,Internet, and e-mail sales, service, and support.

Founded in 1983, the American Teleservices Association(ATA) represents more than 4,000 contact centers thataccount for over 1.8 million professionals worldwide. Contactcenters offer traditional and interactive services that supportthe e-commerce revolution, provide specialized customerservice for Fortune 500 companies, and generate annualsales of more than $900 billion.

ATA provides leadership in the professional and ethical use ofthe telephone for conducting business and is committed toserving the needs of its members, recommending the higheststandards of quality for the channel and protecting the rightsof consumers. Members benefit from the ATA’s strongadvocacy at the national and state level; advanced and timelyeducational opportunities and business building events;advocacy and support in the public realm; and rich andtrusted resources for Teleservices professionals.

OUR MISSIONATA is committed to serving the needs of its members byrecommending the highest standards of quality for thechannel and protecting the rights of consumers. ATA valuesmembers by providing essential business elements in theform of:

• forums for networking at international, national and regionallevels;

• programs for business learning;

• advocacy of Teleservices users’ and providers’ interestsbefore State and Federal government;

• research on consumer and regulatory topics of interest toTeleservices users and providers;

• consensus, voluntary guidelines for industries who utilizeTeleservices in their business operations;

• information about global developments in Teleservices; and

• education of the general public and media to promoteTeleservices providers’ and users’ business interests oftheir strong commitment to customer service andsatisfaction.

1983-2008Celebrating over 25 yearsas the ONLY association

dedicated exclusively to theTeleservices channel

Industry LeadershipATA Board of Directors


The ATA Board of Directors includes prominent individuals representing a cross-section of industries.The Association is pleased to introduce this extraordinary group who continue to

lead the ATA as it continues a path of growth and strength.

Executive Committee Directors

Phillip Grudzinski,Chairman

American Express

Ricky Arriola

Inktel Direct

Stuart Discount

121 Direct Response

Mark Boehmer, Vice Chairman

360CRM

James Baker

Bank of America

Lori Fentem

Synergy Solutions, Inc.

Robert Simmonds,Treasurer

Disney Destinations

Steve Brubaker

InfoCisionManagementCorporation

Dean Garfinkel

Call Compliance

Mike Rauscher,Secretary

Home Service USA

Jane Bulman

Comcast

Barbra Merwin

HSBC Card & Retail Services

Lisa DeFalco, Chair Emeritus

TPG Telemanagement

James Danz

Trident BusinessManagement

Mitchell Roth, ATA Counsel

Roth Doner Jackson

Michael Eubanks

AEGON DirectMarketing Services

Tim Searcy, CEO

American TeleservicesAssociation

Experience the ATAMake the Most of Membership

6ATA INFORMATION

The benefits of membership in the ATA are many, but activeparticipation is the only way to make the most of it. Byattending local and national events, engaging in meaningfulcommunication with fellow members, and taking advantage ofbusiness opportunities, ATA members are contributing to theactive, healthy growth of the Teleservices industry.

Explore the many membership opportunities to find fits foryou and your organization.

• Grow your business through local and national networkingopportunities

• Attend chapter events to leverage business and topicsspecific to your region

• Learn about compliance to reduce business risks

• Support your industry with strong governmentrepresentation

• Know how state and federal legislation may impact yourbusiness

• Join ATA Committees which focus on specific topics thataffect your industry

• Take advantage of discounts from select vendors and onATA Events

• Understand how the ATA Self Regulatory Organization canfacilitate the complications of regulation and compliance

Most importantly, ATA membership affects your bottomline. Business leaders know that building a business is oftenabout having the right connections, and ATA membershipmakes that easy.

PROTECTION FROM GOVERNMENT REGULATIONSimply put, ATA diligently works to educate lawmakersregarding the importance of the Teleservices industry and toaggressively oppose potentially damaging legislation affectingthe industry. ATA is an active voice for the Teleservices

profession on Capitol Hill. Whether testifying in front ofCongress, working with the regulatory agencies, participatingin the US Government Affairs Committees, or personallycontacting members of Congress, ATA is working for thebenefit of its members.

BUSINESS NETWORKINGAll of ATA’s activities place specific emphasis on enhancingbusiness relationships and forging new ones with industrycolleagues. Teleservices leaders know that ATA is the onlyprofessional association 100% dedicated to servingTeleservices professionals. Offering you easy access toindustry leaders in your area of interest and expertise is justone more way ATA membership contributes to your bottomline.

EDUCATIONAs the host of numerous local and national events, ATAprovides attendees with cutting edge professionaldevelopment opportunities. We feature industry expertsresponsible for the newest trends in our industry at the ATAAnnual Convention & Expo, the ATA Washington Summit, andat regional events held across the country. ATA also conductscomplimentary seminars on Industry Compliance on aregional basis. ATA Chapters present local events severaltimes per year.

COMMUNICATIONMembers receive relevant industry news from the ATA. Theorganization maintains frequent contact with membersthrough eConnections, the association’s bi-weekly emailnewsletter. This online publication provides breaking news,emerging issues, in-depth analyses, association news andreminders, and links to crucial information for the Teleservicesprofessional. The ATA also provides a robust website servingas the industry’s first stop for information and numeroussocial networking opportunities.

ADVOCACY – EDUCATION – NETWORKING

WWW.ATACONNECT.ORG

Get InvolvedJoin an ATA Chapter


ARIZONA (AZ, NM, NV)

Stephanie MillnerGlobalCom Solutions19316 E. Oriole WayQueen Creek, AZ [email protected]

CHICAGO METRO (IL, WI, NW IN)

Jim Maratea, Co-PresidentThe Allant Group2056 Westings Ave.Naperville, IL [email protected]

Shireen Wedlock, Co-PresidentLYNX Services847-838-6943, [email protected]

FLORIDA (FL)

Luis GonzalezInkTel Direct13975 NW 58th CourtMiami Lakes, FL [email protected]

MID ATLANTIC (DE, NJ, PA)

Bryan Gray, Co-PresidentNCO Group507 Prudential RdHorsham, PA [email protected]

Rob Marshall, Co-President360 CRM204 Carter Dr.Westchester, PA [email protected]

MIDWEST (IA,KS,MO, MN, ND, SD, NE)

Christine HaerichProtocol Global Solutions405 Donegal Dr.Smithville, MO [email protected]

MOUNTAIN (CO, UT, WY)

Rick LangSingle Source Telecom7208 S Tucson WaySuite 100Centennial, CO [email protected]

OHIO VALLEY (IN, OH, MI, KY, WV)

John StanovcakOpen Integrity, [email protected]

POTOMAC (DC, MD, VA, WV)

Janelle IturbeRoth Doner Jackson8200 Greensboro, Suite 820McLean, VA [email protected]

NY METRO (NY, NJ, CT)

Rich SimmsDialAmerica960 Macarthur Blvd.Mahwah, NJ [email protected]

SOUTH CENTRAL (AR, LA, MS, OK, TX)

Laurie AlmMotivated IncentivesP.O. Box 93195Southlake, TX [email protected]

SOUTHEASTERN (AL, GA, NC, SC, TN)

Sandy SponslerPossibleNOW4375 River Green ParkwayDuluth, GA [email protected]

WEST COAST (CA, OR, WA)

Ray PollumNobelBiz5857 Owens Ave.Carlsbad, CA [email protected]

CHAPTER PRESIDENTS COMM:

Chris Haerich, ChairKathleen Kelly, Vice ChairdvsAnalytics.17255 North 82nd StreetScottsdale, AZ [email protected]

National Board Liasion:Lori FentemSynergy Solutions, Inc.16435 N. Scottsdale, Ste 130Scottsdale, AZ [email protected]

For more information on how you can be involved with your local ATA chapter, visit us online at www.ataconnect.org/chapters,

email Lisa Nye Ford at [email protected] or call at 317-816-9336.

Each ATA chapter provides networking opportunities andeducational services in its area by holding several eventsthroughout the year that provide a localized forum throughwhich call center practitioners can unite to promote education,professionalism, compliance and goodwill in the teleservicesindustry and among member companies.

ATA Chapters provide an integrated platform of education,networking and social activities while providing innovation,creativity, proven methodologies, and the ability to interact withthe local resources of the American Teleservices Association.

Chapter membership is free to all ATA members. Get involved!

2010 CHAPTER DIRECTORY

The Best Return on Your InvestmentPlatinum Membership

8ATA INFORMATION

PLATINUM MEMBERSHIP PROVIDES AN INSTANT RETURN ON YOUR INVESTMENT.Platinum Membership in the ATA includes all the benefits ofCorporate Membership, but with additional discounts andrecognition.

ATA CORPORATE MEMBERS RECEIVE:• Bi-weekly ATA Members Newsletter, eConnections

• Up-to-date compliance and regulation email alerts

• Online Membership Directory listings

• Complimentary listing in the ATA Resource Guide

• Free and discounted industry research, reports andwhitepapers

• Discounted registration rates for the ATA LegislativeConference, Annual Convention & Expo, Chapter Events,and all other networking and educational opportunities

• An opportunity to purchase discounted programs andpublications

INVEST IN A PLATINUM MEMBERSHIP AND YOU’LL ALSO RECEIVE:• Two complimentary registrations to the annual ATA

Washington Summit (Value: approx $1,800)

• Discounted registration to the annual ATA Convention &Expo (Savings: approx. $250/member)

• Premier subscription to the ATA’s Regulatory Guide (Value:approx. $800)

• Special recognition in the ATA Membership Directory(Savings: priceless)

• Special recognition in conference brochures and other ATApromotional materials

• Access to the Platinum-Member Only events andreceptions during national conferences (Savings: priceless)

1 2 1 Direct Response360CRMAditya Birla MinacsAEGON Direct Marketing ServicesAffinion GroupAllstate Insurance CompanyAllus, Global BPO CenterAlorica Inc.American Customer Care, Inc.American ExpressAmerican Honda Finance CorporationAmerican Water ResourcesAmeridialAPX Alarm Security Solutions, IncAssociated Bank N.A.Associated Community ServicesBank of AmericaBluegreen CorporationCall Compliance, Inc.CareCall, Inc.CharltonComcastCorporate Call CenterCross Country Home ServicesCyber City Teleservices

Defender DirectDialAmericaDiscoverDisney Destinations LLCEdge Teleservices, Inc.Etech, Inc.First Data CorporationGE Consumer FinanceHamilton Contact Center ServicesHSBC Card ServicesICT Group, Inc.Incept CorporationInfluent Inc.InfoCision Management CorporationInktel Direct CorpInnovative Marketing & SalesIntersections Inc.Mac Murray, Petersen & Shuster, LLPMicrosoftMTIMxEnergyNCO Customer Management, Inc.NeustarNorthwest Direct Teleservices, Inc.NovaTel

NOVO1Optima Direct, Inc.PlantronicsPossibleNOWProgressive Impressions InternationalProtocol Global SolutionsRepublic Telcom WorldwideShell Vacations LLCSirius XM RadioSITEL WorldwideSmartfish TechnologiesSynergy Solutions, Inc.TCIM Services, Inc.Technology Marketing CorporationTelerxThe Allant GroupThe Results CompaniesThe Sun-Sentinel/Orlando SentinelTPG TeleManagement, Inc.United Nearshore Operations UNOVoiance Language ServicesWest CorporationWyndham Vacation Ownership

THE AMERICAN TELESERVICES ASSOCIATION THANKS THEIR PLATINUM MEMBERS FOR SUPPORT OF THE INDUSTRY AND THE ASSOCIATION.

Learn and NetworkParticipation in ATA Events


CHAPTER EVENTSATA’s Chapters are very active in their local regions bringingyou relevant educational and networking opportunitiesthroughout the year. Each chapter offers its own programmingto include opportunities for learning and for fun. Chapteractivities include events such as technical expos,teleseminars, luncheon speakers, professional workshops,and business networking events.

2010 ATA COMPLIANCE SEMINAR SERIES

This year, the ATA has specifically designed its complianceseminars to provide you with relevant, practical andactionable solutions. In the contact center industry, just oneunanswered question can have a huge impact on yourcompany’s reputation and perhaps its very survival.

Hear from experts on topics such as:

• Do Not Call - A Brief History

• Call Abandonment

• Prerecorded Messages

• Caller ID

• Inbound Restrictions

• State Regulations

• Enforcement - Recent Actions & Case Study

• Compliance Implementation

• Call Center Auditing

• Industry Self-Regulation

• Q&A

Join us in Dallas, Atlanta, Chicago, Orlando, Philadelphia, orPhoenix in 2010!

ATA WASHINGTON SUMMITThe WashingtonSummit is ATA’sannual legislativeconference wherethe associationcollectively bringsits message toCapitol Hill. Thisevent featuresexpert insight onlegislative issuesimpacting thefuture of theTeleservicesindustry. Membersconnect with policy

makers, examine current and pending legislations, reviewsteps to compliance and evaluate the impact of legislation onbusiness.

This is the event where change is made. Members areencouraged to participate in the association’s most importantadvocacy effort of the year.

ATA CONVENTION & EXPOFor over two decades, the ATAConvention & Expo has been the premiergathering bringing together high-levelexecutives fromacross theglobe andfromeveryangle ofthe callcenterindustry.Ourcross-section of members attend to learn and network,leaving with a better understanding of how to attract, retainand grow profitable relationships. There is content for all,whether a buyer of call center services, a provider of industryproducts and teleservices, a consultant or trainer.

In addition to highly-rated educational content, this eventincludes an exposition hall, social networking events,motivational keynote addresses, and an industry awardsbanquet. Come to Convention and join the best of the best.

2010 ATA CONVENTION & EXPOSEPTEMBER 12-15DISNEY’S CONTEMPORARY RESORTATA2010CONVENTION.ORG

Build a Stronger BrandDoing Business with Members

10ATA INFORMATION

The ATA offers its members various marketing opportunities,all designed to enhance branding, increase lead generation,showcase new products and grow sales.

SPONSORSHIPSThousands of ATA event attendees enjoy groundbreakingeducational and networking events throughout the year atboth regional and national events. Sponsorship of ATA eventsgives your business even more visibility. ThroughSponsorships, members can draw awareness to their productand brand while showing support of industry education andnetworking.

EXHIBITINGThe annual ATA Convention & Expo attracts hundreds ofinternational Teleservices decision makers.

This is an excellent venue to premiere new products orshowcase your brand as one specializing in the Teleservicesindustry. Our Convention attendees are qualified buyers whoare ready to do business.

In fact, past expos have resulted in up to one-third of event

attendees actually closing business on the exhibit hall floor.

What’s in it for you:

• Visibility: Instant brand exposure to thousands withcompany featured online, in printed conference brochureand in promotional materials

• Cost-effective Booth Space: Members receive asignificant discount on prime 10 x 10

• Complimentary Registrations: Two complimentaryregistrations per exhibitor and discounted rates foradditional attendees

ADVERTISING Through the ATA web site, www.ataconnect.org, and the ATAeConnections online newsletter, published bi-weekly,advertisers reach an audience that can directly and positivelyimpact sales. Other advertising opportunities are available inthe Resource Guide and conference publications.

Please contact the ATA offices to learn more about theseopportunities, 317-816-9336.

Attendees are THE DECISION MAKERS! See what 2009 convention attendees told us:

WHICH OF THE FOLLOWING MOST CLOSELY DESCRIBES YOUR ROLE WHEN MAKING PURCHASING DECISIONS FOR YOUR COMPANY?

Final decision making authority

25 (34%)

35

30

25

20

15

10

5

0High-level input

32 (44%)

Recommendations taken into account

11 (15%)

No role in decision making

5 (7%)

Our Voice in WashingtonATA Government Affairs


The American Teleservices Association has participated ingovernment observation and influence in teleserviceschannels since its inception. It has become clear over thepast twenty plus years that our member voices have beenheard on national and state platforms. Whether it be the oneon one meetings facilitated through the ATA with legislators orthe collective member initiatives voiced by the ATA staffthrough testimonies in Congress, petitions to governmentalagencies or personal influence, our association staysdedicated to protecting the contact center industry in allrealms.

Equally important are the ATA staff members whom conferwith legal counsel to decipher legislation, disseminate itscontent and apprise members of threats and successes.Whether it be supporting advantageous legislation oropposition of threatening policies, the ATA staff takes aproactive approach to staying on top of issues and legislation.

Through the fortune of time, our association has come torealize that we are a partner with our members and it is oftentheir expressed interests that garner our greatest response.That is, after all, the essence of member service. Therefore,as members, you can help direct our efforts and participateas we steer our way through the regularly changing legislativelandscape.

MEMBER ALERTSAs a service to members, alerts on regulatory compliance areemailed to bring attention to:

• Calling restrictions

• Pending legislation

• Advocacy efforts

• Regulatory compliance updates

• Regional State of Emergency updates

• FTC/FCC updates

• ATA-PAC results

• And more!

How You Can HelpATA Political Action Committee

12ATA INFORMATION

Through financial support of the ATA Political ActionCommittee (ATA-PAC) by member companies and theiremployees, the ATA is able to help finance the campaigns ofstrategic legislators who support the teleservices industry.Many legislative candidates represent districts heavily relianton contact center employment, or they are aware of thebusiness growth by teleservices companies. Via the ATA-PAC,the industry gains access to voice our concerns and needs tolawmakers in Washington DC.

Member of ATA can participate in ATA-PAC in a variety oflevels, with contributing employees spanning from theexecutive management to call center agents. ATA strives toinvolve every level of employee in the contact center businessas its efforts protect our industry and jobs.

MAKE AN INDIVIDUAL ATA-PAC CONTRIBUTIONAny U.S. citizen can contribute to ATA-PAC. The legalmaximum gift per year is $5,000 for an individual or $2,500from businesses (though they may raise another $2,500 byspecific events for the ATA-PAC). Individuals can give orpledge a contribution by visiting the ATA web site or by callingthe ATA Corporate office.

SELECT THE ATA-PAC PAYROLL DEDUCTION PROGRAMA popular alternative to individual donations is the ATA-PACPayroll Deduction Program. Rather than a single donation,payments make be conveniently deducted from payroll overtime. It can help cash flow in tight times but still maintain yourcommitment to the industry. This program can beimplemented by larger companies so that many of itsemployees can participate with their permission. For moreinformation on establishing an ATA-PAC Payroll DeductionProgram, please contact the ATA Director of GovernmentAffairs.

MAKE ATA-PAC PARTICIPATION FUNSince certain regulations prohibit payroll deduct from contactcenter agents, there are still ways to get all involved.Promoting an “ATA-PAC Day” can encourage morale andindustry support among employees by offering a day whereyour employees can wear fun attire, hats, sports jersey andsuch in exchange for a nominal ATA-PAC donation. This sortof participation can keep employees engage while lettingthem know they can work together to maintain jobsopportunities and keep lawmakers watching out for theirindustry. ATA-PAC participation will give all employees anopportunity to care!

Setting the StandardsATA Self-regulatory Organization


Regulation and compliance are cornerstones of the ATA. Thisfact has no greater example than the ATA-SRO. This programwas conceived by the ATA as a means for theteleservices industry to self regulate within theparameters of the governing bodies at federal andstate levels. Yet it has yielded so much more forour peers.

Crafted around the ATA-SRO Standards, wehave developed an entire system whereby acompany can self assess its complianceprocesses and policies under the guidanceand experience of respected industry legalprofessionals, compliance experts and businessesknown as ATA-SRO Trustees. It is this core of corporateexperience and best practices that developed thebenchmarks identified as the Standards and methodologiesemployed within the program and the supporting software.

Under construction for nearly three years, the ATA-SRO wassuccessfully deployed in 2008 to a select group ofcompanies. The steps of the process are simple:

1. Perform a self audit by subscribing to the ATA-SRO auditsoftware

2. Hire an ATA Certified Auditor to review your audit andperform their own

3. Upon favorable findings, apply to the ATA-SRO Trustees forAccreditation

Like any audit process, the work involved to properlyadminister the program requires dedication to best practicesand a desire to risk mitigate against possible complianceviolations. The ATA-SRO constitutes a shield of defense for itsbeneficiaries and a desirable mark of verified excellence toconsumers and prospective customers alike.

The fact that the ATA created this program and offers to notonly members but any in the call center industry speaks

volumes to our commitment to compliance. Member ornon-member, the ATA-SRO is an unbiased

measuring stick. Whether companies want tosimply subscribe to the ATA-SRO self audit toolor carry through to obtain the ATA-SROAccredited Contact Center seal for publicdisplay and consumer recognition, the goal iscrystal clear. Make sure that our industry

proactively seeks the highest grounds ofconduct and contact with the world. The ATA

is proud to foster this program, create distinctionand continue to trumpet the call of accountability. The

ATA-SRO shall result in a more proactive dialogue inside ourchannel communities as well as with government regulators.

AUDITOR CERTIFICATIONATA’s Certified Auditor training enables people to participatein an extensive three day course designed to review the ATAStandards, the audit process, and the accreditation processfor contact centers. For Compliance Officers, GovernmentAffairs Officers, and corporate counsel, this training programis a must. Plans for 2009 include curriculum tracks both forinternal auditor training as well as for external auditor training(for those who will facilitate independent audits for corporateaccreditation).

BECOME AN SRO TRUSTEE! Help shape our program moving forward and be active in thefirm accreditation process. Trustees are an integral part of thesuccess and development of the entire ATA-SRO. Participatein regular discussions amongst industry leaders whileenjoying the leadership you provide our industry!

Powerful ResourcesRegulatory Compliance Tools

14ATA INFORMATION

The tradition of compliance resources via the ATA does notstop with the ATA-SRO. It carries through to the variety ofonline subscription products that aid teleservices complianceat the operations level. The spectrum of coverage providedthrough the ATA continues to grow with recent additionscovering the Canadian Do Not Call guidelines and contactcenter state [registration] requirements and exemptionsbased on call campaigns.

We like to refer to these as our “ATA Product Suite” and they are:

USA DNC Regulatory Guide – A compendium of allthings call compliance. Search by state or federal issues,cross reference the exact statutes, read summaries of billsand rules. Also as a subscriber you will receivenotifications of regulatory alerts and constant updates.

State DNC Registration Guide – All the forms needed toregister your business in the United States. Includesautomated reminders to renew your registrations as well aspreview capabilities.

Canadian DNC Regulatory Guide – Very similar to theUSA DNC Guide, this product provides the same subjector issue search criteria with statutory cross reference forthe newly enacted Canadian DNC registry.

State Requirements/Exemptions Guide – Determinewhat teleservices campaigns you need to register at thestate level and view the cost summaries. Uniquely, thisproduct will also display your registration fee savingsbased upon exemptions tied to your campaign in eachstate.

Charitable Fundraising Regulatory Guide – Many maynot know the differences when campaigning for charities.This guide provides the insight and details of scripting,registration/bonding and all the components of thisspecialized silo of contact center operations.

Contact Compliance Partner – Mentioned above in theATA-SRO, “CCP” is the self assessment tool that can helpprove your compliance processes and store the verificationdocumentation as you test your systems in inbound,outbound and charity. This product requires subscriptionvia contacting the ATA offices.

There are much more detailed explanations and features ofthese products available which can be conveniently found atthe following website:

www.ata.regulatoryguide.com

These online compliance products are the “go to” source for content in the contact center space. Whether it’s the Fortune 500subscribers, lawyers, entrepreneurs or whomever, we can satisfy your needs.

Making a DifferenceCall Centers Care


In 2008, the ATA launched a newphilanthropic initiative, Call Centers CARE.ATA members have come together underthis program to make a difference in theirlocal communities.

Contact center professionals in many ATAChapters are actively contributing to localcharities under ATA’s name, furthering the integrity andcorporate citizenship of an industry, making a huge impact fora variety of worthwhile causes.

On a national level, ATA also organizesvarious philanthropic efforts to furtherdemonstrate our industry’s contributions asgood community partners. Each yearduring our ATA Convention and WashingtonSummit, a Call Centers CARE event ishosted where ATA members from all acrossthe world join in a combined effort to show

they care in a big way.

• American Cancer Society • American Heart Association• American Red Cross• Arkansas Children’s Hospital• Better Business Bureau-Student’s of

Integrity Scholarship • Big Brothers Big Sisters of Miami-Dade• Central Arkansas Christian School• Crown Ministries• DC Kitchen• Feed The Children

• Habitat for Humanity• Hands on Miami• Hands on New Orleans• Humane Society• Mercedes Benz Corporate Run 5K –

South Florida• Mothers Against Drunk Driving• Race for Gus – Chicago• Salvation Army• Second Helpings• Special Olympics Incorporated

• St. Jude’s Children’s Research Hospital• Susan G. Komen Race for the Cure• The Association of Fundraising

Professionals• The March of Dimes• The Wolf Street Foundation• Thrive DC• Toys for Tots• Union Rescue Mission• United Way of Miami-Dade/Chicago• Walk/Run to End Domestic Violence

Notable support during has gone to organizations such as:

MAKE A DIFFERENCEJoin us as we show the world that ours is an industry of people who care, people who give, people who save lives.

Member CommunicationsStaying in Touch

16ATA INFORMATION

ATA WEB SITEATA offers a robust web site. Visit www.ataconnect.orgon a regular basis to be aware of all the ATA has to offer.

ECONNECTIONS ONLINE NEWSLETTEREvery two weeks, the ATA distributes eConnections toits members. In each issue, members receive updateson upcoming events, hot industry topics, industryprofiles, columns from industry leaders and other in-depth features.

SOCIAL NETWORKINGStarting in 2009, the ATA has embarked on anaggressive effort to better connect members and recruitnew ones using social media tools. The Contact CenterPerformance Forum (CCPF) has been named theOfficial Social Networking Site of the ATA.

www.contactcenter.ning.com

ATA Chapters have also formed activeLinkedIn Groups to help facilitate regionalcommunication about upcoming events andbusiness networking opportunities. Look foryour ATA Chapter on www.linkedin.com

ATA RESOURCE GUIDEMake sure your company is listed in thisyear-round resource that stays in frontof decision makers.

• Outsourcers Buyer’s Guide

• ATA Membership Directory

• Industry Facts & Figures

Advertising opportunities provide members withongoing exposure in print and online.


1 2 1 DIRECT RESPONSEATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

9350 Ashton Road, Suite 202Philadelphia, PA 19114215-333-5900215-333-1583discounts@121directresponse.comwww.121directresponse.com

Company Type: Contact Center# Years in Business: 22# Years ATA Member: 11# of Employees: 600

Industries Served:TV Satellite; Utlitites; ConsumerProducts; Credit Cards;Entertainment; Finance; FundRaising Charity; Govt Political

Company Contacts:Primary Contact: Stuart Discount,President CEOBusiness Development Contact: GaryDiscount, Business DevelopmentDirectorCompliance Contact: Jenn Lyons,Compliance DirectorLegal Contact: Mitch RothHR Contact: Melodi Moskowitz, HRDirectorSales Contact: Sally Cordova,Business Development Director

Call Center Information:# of Agents: 48 # of Seats: 358International Locations: Guatemala% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; B2C;Collections; Customer Acquisition;Customer Retention; CustomerService; Fundraising; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Up-sell/Cross-sell

1-800-DENTISTATA Chapter: West Coast

6060 Center Drive7th FloorLos Angeles, CA [email protected]


Industries Served: Healthcare

Company Contacts: Primary Contact: Steve Sorensen, VPOperations

Call Center Information:# of Agents: 110 # of Seats: 100% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: 1-800 Toll-free; Customer Service;Lead Generation

3CLOGICATA Chapter: Potomac

9700 Great Seneca Hwy.Rockville, MD [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Raj Sharma,PresidentBusiness Development Contact:Mohita Chawla, Director of BusinessDevelopmentCompliance Contact: Ramana Reddy,Director of Product Development

Call Center Information:# of Agents: 900 # of Seats: 900International Locations: India,Philippines, Turkey, UK% of Inbound Volume: 25% to 50%% of Outbound Volume: 25% to 50%

Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Dealer ProductsLocation; Employee Recruitment;Fundraising; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ServiceTech Support; Third Party Verification;Travel Reservations; Up-sell/Cross-sell

A

A MARKETING RESOURCEATA Chapter: Midwest

1185 North Concord Street,Suite 300South Saint Paul, MN 55075651-256-6170651-451-7410www.amr-advantage.com

Company Type: Contact Center# Years in Business: 10# of Employees: 200+

Industries Served: Internet Tech; TV Satellite; Utlitites;Newspapers

Company Contacts: Primary Contact: Barb Jones,General ManagerHR Contact: Stefanie Sutton, HumanResourcesSales Contact: Barry O’Rourke,Director of Sales

Business Specialties: Collections; Customer Retention;Customer Service; Order Processing

18OUTSOURCERS BUYER’S GUIDE

A

ADITYA BIRLA MINACSATA Chapter: MidwestATA PLATINUM MEMBER

34115 W. Twelve Mile Rd.Farmington Hills, MI 48331248-553-8355248-488-3696jesse.brown@minacs.adityabirla.comwww.adityabirlaminacs.com

Company Type: Contact Center# Years in Business: 28# Years ATA Member: 12# of Employees: 13,000

Industries Served: Automotive; Consumer Products;Finance; Manufacturing; Retail;Telecom

Company Contacts: Primary Contact: Michael Iseyemi,Global Chief Security Officer

ADVANCED CALL CENTER TECHNOLOGIES LLCATA Chapter: Mid-Atlantic

1235 Westlakes Drive, Suite 160Berwyn, PA [email protected]


Company Contacts: Primary Contact: Hunter Croft, VPSalesBusiness Development Contact:Russel Hughes, VP Sales

ADVANCED CONTACT SOLUTIONS INC.ATA Chapter: International

9th Floor Citibank Centre 8741 Paseode Roxas Salcedo VillageMakati City, Metro Manila, 01227PHILIPPINES+632 8845200+632 [email protected]

Company Type: Contact Center# Years in Business: 11# of Employees: 3000

Industries Served: Credit Cards; Finance; Healthcare;Internet Tech; Telecom; TV Satellite

Company Contacts: Primary Contact: Roland Gaerlan,Vice President - BusinessDevelopmentBusiness Development Contact:Roland Gaerlan, Vice President -Business DevelopmentCompliance Contact: Gigs PPatanao, VP - Human ResourcesLegal Contact: Perry Maldia, LegalCounselHR Contact: Gigs Patanao, VP -Human ResourcesMarketing Contact: Roland U.Gaerlan, VP - Business DevelopmentSales Contact: Roland U. Gaerlan,VP - Business Development

Call Center Information:# of Agents: 2500 # of Seats: 5500International Locations: Philippines,Malaysia, China% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; Customer Service; Help Desk;Service Tech Support; TravelReservations; Up-sell/Cross-sell


ADVANTAGE, INC.ATA Chapter: Potomac

2300 Clarendon Blvd., Suite 1004Arlington, VA [email protected]


Industries Served: Govt Political

Company Contacts: Primary Contact: James Query,Director of Operations

Call Center Information:# of Seats: 60% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: 1-800 Toll-free; B2B; Fundraising;Marketing Research/Survey

A

AEGIS COMMUNICATIONS GROUP, INC.ATA Chapter: South Central

8201 Ridgepoint DriveIrving, TX 75063800-332-0266972-868-0267info@aegisglobal.comwww.aegisglobal.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Healthcare; Insurnace;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Hough Marshall,Director of Legal and Corporate RiskManagementBusiness Development Contact: KenEpstein, SVP of SalesCompliance Contact: Latrisha Norris,V.P. of Insurance ServicesLegal Contact: Peter G. Phan, V.P. ofLegalHR Contact: Mary Mullen, V.P. ofCorporate HRMarketing Contact: Peter Hargitay,V.P. of MarketingSales Contact: Bill Shirk, SVP ofSales North America, Costa Rica,The Philiippines

Call Center Information:# of Agents: Over 39,000 # of Seats: Over 39,000

International Locations: India; Costa Rica; South Africa;Australia; The Philippines; SriLanka; UK; Kenya.% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: 1-800 Toll-free; Appointment Setting;B2B; B2C; Collections; CustomerRetention; Customer Service;Database Marketing; Multi-lingualSupport; Order Processing; ThirdParty Verification; TravelReservations; Up-sell/Cross-sell

AFFINAATA Chapter: Chicago Metro

2001 Ruppman PlazaPeoria, IL 61614877-423-3462

Company Type: Contact Center

Company Contacts: Primary Contact: Holly Beatty, VPBusiness Development

AGR GROUP INC.ATA Chapter: West Coast

13902 Harbor Blvd, Suite 2CGarden Grove, CA 92843714-245-7151


Company Contacts: Primary Contact: Matt Judkin, CEO

ALERT COMMUNICATIONSATA Chapter: West Coast

2437 Grand AvenueVentura, CA 93003805-650-4949805-642-6327frances.s@alertcommunications.comwww.alertcommunications.com


Industries Served: Automotive; Consumer Products;Finance; Healthcare; Insurnace;Manufacturing; Mobile; Retail;Software; Telecom

Company Contacts: Business Development Contact:Frances Starr, Director of Sales &MarketingMarketing Contact: Frances Starr,Director of Sales & MarketingSales Contact: Steve Knipping,National Account Executive

Call Center Information:# of Agents: 45# of Seats: 20% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: Answering Service;AppointmentSetting;CustomerRetention;Customer Service;HelpDesk;Multi-lingual Support;OrderProcessing;Third PartyVerification;Up-sell/Cross-sell


A

ALL AMERICAN DISHATA Chapter: Midwest

7999 Knue Road, Suite 200Indianapolis, IN 46250317-845-4400317-842-3961mmountford@sobongo.comwww.allamericandish.com


Industries Served: Consumer Products; Entertainment;Retail; Telecom; TV Satellite

Company Contacts: Primary Contact: Michael Mountford,CEOBusiness Development Contact: JonPardieck, President CFOCompliance Contact: Adam Young,Operations ManagerHR Contact: Tiffany Hooker, HumanResources ManagerMarketing Contact: Machelle Young,Marketing CommunicationsCoordinatorSales Contact: Tim Ford, Call CenterManager

Call Center Information:# of Agents: 100 # of Seats: 150% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: 1-800 Toll-free; B2C; CustomerAcquisition; Customer Retention;Customer Service; Order Processing;Service Tech Support; Up-sell/Cross-sell

ALLIANCEATA Chapter: South Central

1050 W. Pipeline Road, Suite 103Hurst, TX 76053817-284-7691817-284-2753info@alliancedms.comwww.alliancedms.com


Industries Served: Automotive; Finance; Govt Political;Healthcare; Insurnace; Internet Tech;Manufacturing; Retail; Software;Utlitites; Other

Company Contacts: Primary Contact: Don Williams,President


Business Specialties: 1-800 Toll-free; Appointment Setting;B2B; Business Products/Services;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Help Desk;Lead Generation; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ServiceTech Support


ALLSEC TECHNOLOGIES LTD.ATA Chapter: Southeastern

5 Independence Way, Suite 300Princeton, NJ 08540678-560-7841678-868-1560sales@allsectech.comwww.Allsectech.com

Company Type: Telservices User# Years in Business: 12# Years ATA Member: 7# of Employees: 8000

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Retail; Telecom; Travel Leisure;Utlitites

Company Contacts: Primary Contact: Rafael Martinez,SVP Business Development

A

ALLUS, GLOBAL BPO CENTERATA Chapter: Ohio ValleyATA PLATINUM MEMBER

1375 Windswept DriveGreenwood, IN 46143317-887-1015317-887-3024kendrick.hubele@allus.comwww.allus.com


Industries Served: Consumer Products; Credit Cards;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurnace;Mobile; Retail; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Kendrick Hubele,VP of US Sales

Call Center Information:# of Agents: 14,000# of Seats: 8000International Locations: ArgentinaColombia Peru% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: B2B; B2C; Collections; CustomerAcquisition; Customer Service; HelpDesk; Multi-lingual Support; Up-sell/Cross-sell

ALPINE ACCESS, INCATA Chapter: Mountain

1120 Lincoln Street, Suite 1400Denver, CO 80203303-279-0585303-279-0584drussell@alpineaccess.comwww.alpineaccess.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: David Russell,Executive DirectorBusiness Development Contact:David Russell, Executive DirectorMarketing Contact: David Russell,Executive Director

Call Center Information:# of Agents: 2900% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; B2C; Collections; CustomerRetention; Customer Service;Employee Recruitment; Help Desk;Multi-lingual Support; OrderProcessing; Service Tech Support;Travel Reservations; Up-sell/Cross-sell

AMERICAN CUSTOMER CARE, INC.ATA Chapter: NY Metro

225 North Main StreetBristol, CT 06010800-267-0686


Company Contacts: Primary Contact: Chris Molloy,Director of Finance

ATA Chapter: Ohio ValleyATA PLATINUM MEMBER

4535 Strausser St NWN Canton, OH [email protected]


Industries Served: Consumer Products; Entertainment;Fund Raising Charity; Govt Political;Healthcare; Insurance; Travel Leisure;TV Satellite; Utlitites

Company Contacts: Primary Contact: Jim Beuoy, Dir, QA& Corp Compliance

AMERIDIAL


A

ANSAFONE CONTACT CENTERSATA Chapter: West Coast

145 East Columbine AveSanta Ana, CA [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Internet Tech;Retail; Travel Leisure

Company Contacts: Primary Contact: Randy Harmat,CEOBusiness Development Contact: BretButterfield, VP BusinessDevelopment & MarketingCompliance Contact: JenniferOliverous, SR VP of OperationsMarketing Contact: Bret Butterfield,VP Business Development &Marketing

Call Center Information:# of Agents: 600 # of Seats: 3% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than 25%

Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; DatabaseMarketing; Dealer Products Location;Fundraising; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ThirdParty Verification; Up-sell/Cross-sell

ANSWERNETATA Chapter: Mid-Atlantic

2325 Maryland Road, Suite 210Willow Grove, PA 19090800-411-5777215-659-6486answer@answernet.comwww.answernet.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Retail; Shipping; Software; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Gary Pudles,President and CEOBusiness Development Contact:David Kravitz, Senior Sales ManagerCompliance Contact: Patrick Wills,Director of Technical ServicesLegal Contact: Betty Babjak,Corporate Attorney & Manager ofLegal AffairsHR Contact: Albert Curcio, HumanResources ManagerMarketing Contact: Chris Pfister,Director of MarketingSales Contact: David Grubb, Directorof Marketing

Call Center Information:# of Agents: 225 # of Seats: 2000International Locations: Toronto,Ontario Winnipeg, MB% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: Answering Service; AppointmentSetting; B2B; B2C; CustomerService; Help Desk; LeadGeneration; Up-sell/Cross-sell


APAC CUSTOMER SERVICE, INCATA Chapter: Florida

10 SE Central Pkwy, Suite 240Stuart, FL 34994847-374-3218772-220-0351addibari@apacmail.comwww.apaccustomerservices.com


Industries Served: Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Internet Tech; Mobile; Shipping;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Arthur DiBari, SVPof OperationsBusiness Development Contact: ScottWilson, VP of Support ServicesCompliance Contact: MarkMcDermott, CIOLegal Contact: Robert Nachwalter,General CounselHR Contact: Michael Hoehne, VP ofHuman ResourcesMarketing Contact: Jon Mahrt, VP ofMarketingSales Contact: Chris Crowley, SVP ofSales

Call Center Information:# of Agents: 13,000 # of Seats: 10,000International Locations: Leyte,Philippines Cubao, Manila,Philippines Alabang, Manila,Phiippines San Isidro, SantoDomingo, Dominican Republic % of Inbound Volume: 76% to 100%

Business Specialties: 1-800 Toll-free; B2B; CustomerAcquisition; Customer Retention;Customer Service; Help Desk;Marketing Research/Survey; Multi-lingual Support; Order Processing;Third Party Verification; TravelReservations

A

ARIAATA Chapter: Midwest

717 West St. Germain StreetSt. Cloud, MN 56301320-259-5206320-258-2754chuck.lucas@ariacallsandcards.comwww.ariacallsandcards.com


Industries Served: Fund Raising Charity; B2B

Company Contacts: Primary Contact: Chuck Lucas, CEO& PresidentBusiness Development Contact:Catherine I. Winge, Executive VicePresident & PrincipalCompliance Contact: Camille A.Zumwalde, Vice President -ComplianceHR Contact: Lisa J. Schroeder,Director - Human Resources


Business Specialties: Appointment Setting; B2B; BusinessProducts/Services; CustomerService; Fundraising; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport

ASK TELEMARKETING, INC.ATA Chapter: South Central

5815 Carmichael RoadMontgomery, AL 36117334-387-2758334-387-2759rburley@asktelemarketing.comwww.asktelemarketing.com


Industries Served: Consumer Products; Govt Political;Insurnace; Internet Tech; Retail;Telecom; TV Satellite

Company Contacts: Primary Contact: Rick Burley,PresidentBusiness Development Contact: RickBurley, PresidentCompliance Contact: ChuckColeman, Center DirectorHR Contact: Roxanne Holland,Director Human ResourcesMarketing Contact: Rick Burley,PresidentSales Contact: Rick Burley, President

Call Center Information:# of Seats: 168% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: 1-800 Toll-free; Answering Service;B2C; Customer Acquisition;Customer Retention; CustomerService; Database Marketing; HelpDesk; Lead Generation; MarketingResearch/Survey; Order Processing;Up-sell/Cross-sell

ATA Chapter: South Central

Rio Churubusco Anil s/nColonia Granjas Mexico City 08400MEXICO5255 513333005255 [email protected]

Company Type: Contact Center# Years in Business: 14+# Years ATA Member: 2# of Employees: 3500+

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; Insurnace; Internet Tech;Mobile; Retail; Software; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Manuel Primo,Offshore Sales ManagerBusiness Development Contact:Magally Gamez, BusinessDevelopment DirectorHR Contact: Armando Gomez,Human Resources DirectorMarketing Contact: Manuel Primo,Offshore Sales ManagerSales Contact: Gesuina Setzu, VP ofBusiness Development

Call Center Information:# of Agents: 2500 # of Seats: 3500International Locations: Mexico City,Mexico (2 sites) Gomez Palacio,Durango, Mexico (1 site)% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Help Desk;Lead Generation; Multi-lingualSupport; Order Processing; ServiceTech Support; Third Party Verification;Travel Reservations; Up-sell/Cross-sell

B-CONNECT SERVICES


B

BLOOD SYSTEMS CUSTOMER CONTACT CENTERATA Chapter: Arizona

20-B ConcordEl Paso, TX 79906915-775-5700915-887-0652cbutts@bloodsystems.orgwww.bloodsystems.org

Company Type: Contact Center# of Employees: 300


Company Contacts: Primary Contact: David Veloz,ExecutiveHR Contact: Corinne Butts, HumanResources Director


Business Specialties: Appointment Setting

BLOOSKY INTERACTIVEATA Chapter: West Coast

9 Pasteur, Suite 100Irvine, CA [email protected]


Industries Served: Consumer Products; Internet Tech;Retail

Company Contacts: Primary Contact: Spencer Henry,Chief Operations Manager

Call Center Information:% of Inbound Volume: 25% to 50%% of Outbound Volume: 25% to 50%


BOLDER CALLSATA Chapter: Mountain

3220 Prairie AveBoulder, Co 80301303-415-9830303-415-9025info@boldercalls.comwww.boldercalls.com


Industries Served: Consumer Products; Finance; GovtPolitical; Hardware; Healthcare;Insurnace; Internet Tech;Manufacturing; Software; Telecom;Utlitites

Company Contacts: Primary Contact: Vic Weese, CEOBusiness Development Contact: VicWeeseCompliance Contact: LeGrandBonnett, Call Center ManagerMarketing Contact: Karyn Weese,Vice PresidentSales Contact: Bill Hayes, SeniorAccount Representative


Business Specialties: Appointment Setting; B2B; B2C;Business Products/Services;Customer Acquisition; CustomerRetention; Employee Recruitment;Lead Generation; Up-sell/Cross-sell

C

BOSMA ENTERPRISESATA Chapter: Chicago Metro

8020 Zionsville RoadIndianapolis, IN 46268877-814-3556


Company Contacts: Primary Contact: Carl Williams,Project Manager

CADRE TELESERVICESATA Chapter: Midwest

107 South State StreetPO Box 100Terril, IA [email protected]


Industries Served: Publishing

Company Contacts: Primary Contact: Mike Carlson, COOBusiness Development Contact:Doug Nelson, CEOSales Contact: Judy Kelp, Call CenterDirector


Business Specialties: Appointment Setting; B2B; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; Help Desk; LeadGeneration

CALIFORNIA MARKETINGATA Chapter: Arizona

8352 Clairemont Mesa BlvdSan Diego, CA 92111858-279-5585858-279-2079samanthat@calmarketing.comwww.calmarketing.com


Industries Served: Consumer Products; Credit Cards;Finance; Fund Raising Charity; GovtPolitical

Company Contacts: Primary Contact: Samantha Tremble,Operations DirectorBusiness Development Contact:Sebio Delapena, Sales andMarketing DirectorCompliance Contact: SamanthaTremble, Operations DirectorHR Contact: Jennifer Heydelaar, HRDirectorMarketing Contact: Sebio Delapena,Sales and Marketing DirectorSales Contact: Sebio Delapena,Sales and Marketing Director


Business Specialties: Answering Service; AppointmentSetting; B2B; B2C; CustomerAcquisition; Customer Retention;Customer Service; DatabaseMarketing; Lead Generation; Multi-lingual Support; Order Processing


C

CALL ASSISTANT, L.C.ATA Chapter: Mountain

136 S Main, Suite 320Salt Lake City, UT 84101801-359-2361801-973-2838jennifer@callassistants.comwww.callassistants.com


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Other

Company Contacts: Primary Contact: Jennifer Smith,CTOSales Contact: Dan Robinson,Account Executive

Call Center Information:# of Agents: 10 # of Seats: 150International Locations: Cebu,Philippines% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: B2B; Branding Services; CustomerAcquisition; Customer Retention;Lead Generation; MarketingResearch/Survey; Order Processing;Up-sell/Cross-sell

CASH FEDERAL INC.ATA Chapter: West Coast

3541 Investment Blvd, Suite 5Hayward, CA 94545877-221-3003510-266-3733info@cashfederal.comwww.cashfederal.com


Industries Served: Finance

Company Contacts: Primary Contact: ChristopherHamick, C.O.O.


Business Specialties: 1-800 Toll-free; Appointment Setting;B2B; Business Products/Services;Database Marketing; LeadGeneration


CAT TECHNOLOGIESATA Chapter: Florida

169 East Flagler Street Suite 1534Miami, FL 33131305-357-8122305-357-8122info@cat-technologies.comwww.cat-technologies.com


Industries Served: Credit Cards; Entertainment;Healthcare; Insurnace; Internet Tech;Mobile; Telecom; TV Satellite

Company Contacts: Primary Contact: Javier Serafini,CEOMarketing Contact: Aldo Pusterla,Business ManagerSales Contact: [email protected]

Call Center Information:# of Agents: 628 # of Seats: 314International Locations: BuenosAires, Argentina% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; B2C;Customer Service; DatabaseMarketing; Help Desk; Multi-lingualSupport; Travel Reservations

C

CENTER PARTNERSATA Chapter: Mountain

4401 Innovation DriveFort Collins, CO [email protected]


Industries Served: Consumer Products; Credit Cards;Finance; Healthcare; Insurnace;Telecom; Travel Leisure; TV Satellite;Utlitites

Company Contacts: Primary Contact: Jason Sterns,Senior Business DeveloperBusiness Development Contact:Jason Sterns, Senior BusinessDeveloper

Call Center Information:# of Agents: 250 # of Seats: 3000International Locations: Hermosillo,Mexico% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; B2C; Customer Acquisition;Customer Retention; Service TechSupport; Third Party Verification; Up-sell/Cross-sell

CHARLTONATA Chapter: Chicago MetroATA PLATINUM MEMBER

222 West Washington Ave, Suite 200Madison, WI [email protected]


Industries Served: Telecom; TV Satellite

Company Contacts: Primary Contact: John Dragisic,Chairman PresidentBusiness Development Contact:Patrick Whaley, Director of SalesCompliance Contact: Mick Bennett,Director of ComplianceHR Contact: Jane Clark, Director ofHuman Resources

Call Center Information:% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; Lead Generation;Marketing Research/Survey; Up-sell/Cross-sell

CIRCULATION DEVELOPMENT, INCATA Chapter: Mid-Atlantic

121 Civic Center Dr. Suite 211Lake St. Louis, MO 63367800-247-2338800-400-4453roboden@circulation.netwww.circulation.net


Industries Served: Newspaper and List\Data Services

Company Contacts: Primary Contact: Rob Oden,Operations DirectorBusiness Development Contact:Carman Salvati, Marketing Director

Call Center Information:% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Collections; Customer Acquisition;Customer Retention


C

CLIENT SERVICES, INC.ATA Chapter: Midwest

3420 Harry S. Truman Blvd.Saint Louis, Mo 63301636-255-3120636-255-3403silas.goldman@clientservices.comwww.clientservices.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurnace;Retail; Telecom; Travel Leisure; TVSatellite; Utlitites; Collections;Revenue Management; Subrogation

Company Contacts: Primary Contact: Silas Goldman,Senior Development Analyst (Directorof Customer Care and HealthcareMarkets)Business Development Contact: SilasGoldmanCompliance Contact: Scott M.Lindley, Executive Vice PresidentMarketing Contact: Silas GoldmanSales Contact: Silas Goldman


Business Specialties: Answering Service; AppointmentSetting; B2B; B2C; BrandingServices; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Dealer ProductsLocation; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ServiceTech Support; Third Party Verification;Travel Reservations; Up-sell/Cross-sell

CONTACT BY DESIGNATA Chapter: Midwest

1983 Liberty DriveBloomington, IN 47403317-966-8087contact@contactbydesign.comwww.contactbydesign.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite

Company Contacts: Primary Contact: Guy Hulen, VicePresident of OperationsBusiness Development Contact: TimRice, Business DevelopmentCompliance Contact: Angie Blessing,Client Services CoordinatorLegal Contact: Guy Hulen, VicePresident of OperationsHR Contact: Jon Jefferies, VicePresident Human ResourcesMarketing Contact: Chris Martiniano,Creative DirectorSales Contact: Guy Hulen, VicePresident of Operations and Sales


Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; EmployeeRecruitment; Fundraising; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Service Tech Support; ThirdParty Verification; TravelReservations; Up-sell/Cross-sell


C

CONTACT CENTERS OF AMERICA, LLCATA Chapter: Florida

1800 Metrocenter Blvd2100 Common Way RdOrlando, FL 32814877-999-6222407 [email protected]

Company Type: Contact Center# Years in Business: 3# Years ATA Member: 1# of Employees: 100+

Industries Served: Finance; Hardware; Healthcare;Internet Tech; Software; Telecom;Travel Leisure

Company Contacts: Primary Contact: Joseph Jacoboni,President CEOBusiness Development Contact: BrettMartin, Sr. Vice President of Salesand MarketingCompliance Contact: Russ Rossi,Vice President of Support OperationsMarketing Contact: Brett Martin, Sr.Vice President of Sales andMarketingSales Contact: Brett Martin

CORPORATE CALL CENTER, INCATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

1400 Union Meeting Road, Suite 202Blue Bell, PA 19422215-283-4248610-879-4541stimbo@corporatecallcenter.comwww.corporatecallcenter.com


Industries Served: Finance; Healthcare; Insurnace;Utlitites; Associations; Class ActionLawsuits; New Product Launches;Product Recalls

Company Contacts: Primary Contact: Sunny Beth Timbo,Human Resources, Licensing &Compliance ManagerBusiness Development Contact: JeanDilley, Client Relations ManagerCompliance Contact: Walter Stokes,HIPAA Compliance OfficerLegal Contact: Dan O’Meara, Partnerat Montgomery, McCracken, Walter &RhoadsHR Contact: Sunny Beth Timbo,Human Reources, Licensing &Compliance ManagerMarketing Contact: Jean Dilley,Marketing ManagerSales Contact: Sunny Beth Timbo,Sales Associate

Call Center Information:# of Seats: 450International Locations: N A% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: Appointment Setting; B2B; CustomerAcquisition; Customer Retention;Customer Service; Lead Generation;Marketing Research/Survey; Up-sell/Cross-sell

CPU2, LLCATA Chapter: Southeastern

1845 Brevard Rd.Arden, NC [email protected]


Industries Served: Consumer Products; Entertainment;Govt Political; Healthcare;Manufacturing; Utlitites

Company Contacts: Primary Contact: DougEngebrethson, Senior VP SalesCompliance Contact: Bruce Dowdy,Teleservices Compliance DirectorHR Contact: Sherri Einsmann,Human Resources DirectorSales Contact: Doug Engebrethson,Senior VP Sales

Call Center Information:# of Seats: 325% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: 1-800 Toll-free; B2B; B2C; CustomerAcquisition; Customer Retention;Customer Service; Help Desk; OrderProcessing; Up-sell/Cross-sell

CR DYNAMICS & ASSOCIATES, INCATA Chapter: Mid-Atlantic

7 East Redwood St6th FloorBaltimore, MD 21202410-347-5600410-347-5603info@crdynamics.comwww.crdynamics.com


Industries Served: Automotive; Consumer Products;Entertainment; Govt Political;Healthcare; Insurnace; Internet Tech;Retail; Shipping; Travel Leisure;Utlitites

Company Contacts: Primary Contact: Charles Ramos,President CEOBusiness Development Contact: PattyRamos, VP of OperationsSales Contact: Patty Ramos, VP ofOperations

Call Center Information:# of Agents: 20 # of Seats: 150% of Inbound Volume: 25% to 50%% of Outbound Volume: 25% to 50%

Business Specialties: 1-800 Toll-free; B2B; B2C; BusinessProducts/Services; CustomerRetention; Customer Service;Database Marketing; Dealer ProductsLocation; Help Desk; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ServiceTech Support; Travel Reservations


C

CUSTOM RESPONSE TELESERVICESATA Chapter: Midwest

19208 SahlerElkhorn, NE 68022402-827-7979


Company Contacts: Primary Contact: Tim Kremer, ChiefAdministration Officer

CYBER CITY TELESERVICESATA Chapter: NY MetroATA PLATINUM MEMBER

401 Hackensack Ave3rd FloorHackensack, NJ [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity;Hardware; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite; Other

Company Contacts: Primary Contact: Fred Shadding,Senior Vice President BusinessDevelopmentBusiness Development Contact: FredShadding, Senior Vice PresidentBusiness DevelopmentCompliance Contact: AngelaDonaghy, Corporate CounselLegal Contact: Angela Donaghy,Corporate CounselHR Contact: Angela Donaghy,Corporate CounselMarketing Contact: Stacey Chando,Sales and Marketing SupportManagerSales Contact: Fred Shadding, SeniorVice President BusinessDevelopment

Call Center Information:# of Agents: 5,667 # of Seats: 6520International Locations: Pampanga,Philippines; Davao,Philippines;Manila, Philippines; PanamaCity,Panama% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%


D

DEFENDER DIRECT, INC.ATA Chapter: MidwestATA PLATINUM MEMBER

3750 Priority Way South Drive, Suite 200Indianapolis, IN 46240800-860-0303317-810-4723www.defenderdirect.comwww.enjoybettertv.comwww.protectyourhome.com


Industries Served: Consumer Products

Company Contacts: Primary Contact: Gregg Albacete,Chief Information OfficerCompliance Contact: Scott DeNardin,Vice President of ComplianceLegal Contact: Mark Colucci, VicePresident & General CounselHR Contact: Carol Whetzel, Directorof Human ResourcesMarketing Contact: Maura Kautsky,Vice President of MarketingSales Contact: Misti Simpson,Director of Sales


Business Specialties: Appointment Setting; B2C; CustomerAcquisition; Customer Retention;Customer Service; DatabaseMarketing; Lead Generation; Up-sell/Cross-sell

DIALAMERICAATA Chapter: NY MetroATA PLATINUM MEMBER

960 Macarthur Blvd.Mahwah, NJ 07495201-327-0200201-327-4066jredinger@dialamerica.comwww.dialamerica.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; FundRaising Charity; Govt Political;Healthcare; Insurnace; Telecom; TVSatellite; Utlitites; Other

Company Contacts: Primary Contact: John Redinger, VP,Sales & MarketingBusiness Development Contact: JohnRedinger, VP, Sale & MarketingCompliance Contact: NoreenKaminski, VP, Government Affairs &Compliance

Call Center Information:# of Seats: 2800+% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: Appointment Setting; B2B; B2C;Customer Acquisition; CustomerRetention; Customer Service;Fundraising; Lead Generation

DIALOGUE MARKETINGATA Chapter: Ohio Valley

3252 University Drive #165Auburn Hills, MI 48326734-374-8400


Company Contacts: Primary Contact: Bernie Lillis, EVPBusiness Development

DISCOVER HIGHER EDUCATIONATA Chapter: Mountain

3949 S 200 E, Suite A5Salt Lake City, UT 84107801-606-7852


Company Contacts: Primary Contact: Jeremiah Allen, VPof Marketing

DUNLAP MARKETINGATA Chapter: South Central

12280 Westheimer, Suite 12aHouston, TX 77077281-496-9870281-496-9435miked@dunlapmarketing.comwww.dunlapmarketing.com


Industries Served: Consumer Products; Finance; GovtPolitical; Insurnace; Internet Tech;Manufacturing; Software; Telecom;Utlitites

Company Contacts: Primary Contact: Mike Dunlap,PresidentBusiness Development Contact: MikeDunlap, PresidentCompliance Contact: Mike Dunlap,PresidentHR Contact: Micah Garcia,Operations ManagerMarketing Contact: Mike Dunlap,PresidentSales Contact: Mike Dunlap,President

Call Center Information:# of Agents: 20 # of Seats: 26% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; B2C;Business Products/Services;Customer Acquisition; DatabaseMarketing; Lead Generation;Marketing Research/Survey


E

EBSCO TELESERVICES LLCATA Chapter: Ohio Valley

4150 Belden Village Ave., Suite 401Canton, OH 44718800-456-5105330-492-5205mstocker@ebscoets.comwww.call-ets.com


Industries Served: B2B; B2C; Consumer Products;Healthcare; Manufacturing; Retail;Telecom; Travel Leisure

Company Contacts: Primary Contact: Margie Stocker,Business Delevelopment ManagerMarketing Contact: Diza Burnett,Senior Business DevelopmentManagerSales Contact: Margie Stocker,Business Development Manager


Business Specialties: B2B; B2C; Branding Services;Business Products/Services;Customer Acquisition; DatabaseMarketing; Lead Generation;Marketing Research/Survey

EDGE TELESERVICES, INC.ATA Chapter: Chicago Metro

4042 W. 111th StreetOak Lawn, IL 60453708-857-5000


Company Contacts: Primary Contact: Eileen Durkin,Compliance Officer


E

ETECH, INC ATA Chapter: South CentralATA PLATINUM MEMBER

1903 Berry Drive Nacogdoches, TX [email protected] www.etechinc.com


Industries Served: Consumer Products; Credit Cards;Finance; Internet Tech; Mobile; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites; Other

Company Contacts: Primary Contact: Matt Rocco, ChiefOperating OfficerBusiness Development Contact: JimIyoob, Vice President GlobalDevelopment Compliance Contact: John Tusa, VicePresident Compliance & OperationalExcellence HR Contact: Veronica Ellison, VicePresident Human Resources Sales Contact: Jim Iyoob, VicePresident Global Develpment

Call Center Information:# of Agents: 2000 # of Seats: 1600International Locations: Gujarat,India, Thane, India Montego Bay,Jamaica% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: B2B; B2C; Collections; CustomerAcquisition; Customer Service;Service Tech Support; TravelReservations; Other

EVERGREEN SALES AND MARKETNGATA Chapter: Florida

1449 S Nova RdDaytona Beach, Fl 32137386-258-2400386-258-3475jscully@evergreensales.netwww.evergreensales.net


Industries Served: TV Satellite

Company Contacts: Primary Contact: Jake Scully, SVPOperationsBusiness Development Contact: JakeScully, SVP OperationsCompliance Contact: Carrie Santana,Director Compliance andDevelopmentHR Contact: Carrie Santana, DirectorCompliance and DevelopmentMarketing Contact: Ray Monasterski,SVP Business Development

Call Center Information: # of Seats: 230% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Customer Retention; CustomerService; Order Processing; Up-sell/Cross-sell; B2C; CustomerAcquisition

EXECUTIVE BOUTIQUE CONTACT CENTERATA Chapter: NY Metro

Skyrise 2 - 12th FloorAsia Town I.T. ParkCroton on HudsonNAPHILIPPINES800-882-4030mark@executive-boutique.comwww.ebcallcenter.com


Industries Served: Consumer Products; Healthcare;Insurnace; Internet Tech;Manufacturing; Retail

Company Contacts: Primary Contact: Mark Shapiro,Director of Business Development

Call Center Information: # of Agents: 100 # of Seats: 200International Locations: Philippines% of Inbound Volume: 25% to 50%% of Outbound Volume: 25% to 50%

Business Specialties: Appointment Setting; B2B; B2C;Customer Service; Lead Generation;Order Processing; Third PartyVerification; Up-sell/Cross-sell

EXTENDED BUSINESS SERVICESATA Chapter: Mid-Atlantic

2299 Brodhead Road, Suite DBethlehem, Pa 18020610-625-1570610-865-1430sales@extendedbusinessservices.comwww.extendedbusinessservices.com


Industries Served: B2B E-Marketing and Call CenterServices

Company Contacts: Primary Contact: Dave Anthony,President Business Development Contact:Lorraine Horn, VP

Call Center Information: # of Agents: 25 # of Seats: 50International Locations: N A% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; B2C;Business Products/Services;Collections; Customer Acquisition;Customer Retention; CustomerService; Database Marketing; LeadGeneration; MarketingResearch/Survey

FISERV CUSTOM CONTACT AND SERVICES SOLUTIONSATA Chapter: NY Metro

6400 Main Street Amherst, NY 14228716-564-4000donald.edman@fiserv.comwww.fiservlendingsolutions.com


Industries Served: Automotive; Finance; Healthcare;Other

Company Contacts: Primary Contact: Donald Edman,Vice President, OperationsBusiness Development Contact:Steve Bissett, Director of OperationsCompliance Contact: David Cielinski,Compliance DirectorHR Contact: Debbie Dusher-Carella,Senior HR GeneralistSales Contact: Mike Cimato, Salesand Relationship Executive

Call Center Information: # of Seats: 400% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: Appointment Setting; B2B; B2C;Branding Services; Collections;Customer Acquisition; CustomerRetention; Customer Service; HelpDesk; Lead Generation; MarketingResearch/Survey; Multi-lingualSupport; Up-sell/Cross-sell


F

ATA Chapter: FloridaATA PLATINUM MEMBER

633 North Orange Ave, MP 203 Orlando, FL 32801407-420-5691jcrespo@orlandosentinel.comwww.orlandosentinel.com

Company Type: Contact Center# Years in Business: 120


Company Contacts: Primary Contact: Jaime Crespo,Florida Teleservices AccountManagerCompliance Contact: Carolyn Hee,Florida Teleservices ComplianceManagerHR Contact: Tenesha Campbell, Sr.HR Consultant Sales Contact: Michael Sullivan,Florida Teleservices Sales Manager


Business Specialties: Collections; Customer Acquisition;Customer Retention

FLORIDA TELESERVICES - ORLANDO SUN SENTINEL MEDIA GROUP


G

GLOBAL CONTACT SERVICESATA Chapter: Mid-Atlantic

118B S. Main St.Salisbury, NC 28144704-647-9621 ext. [email protected]


Industries Served: Credit Cards; Finance; Insurnace;Telecom; Utlitites

Company Contacts: Primary Contact: Bucky Cline, VP -Organization DevelopmentBusiness Development Contact:Bryan Overcash, Chief OperationOfficerCompliance Contact: ConnieStaunton, Director of LicensingComplianceHR Contact: Bucky ClineMarketing Contact: George Simons,VP - MarketingSales Contact: Mark Lambert, VP -Sales

Call Center Information: # of Agents: 1550 # of Seats: 1600International Locations: Philippines% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: B2B; B2C; Customer Service; Multi-lingual Support; Up-sell/Cross-sell

GTI INC.ATA Chapter: South Central

1111 Avenue CDenton, TX 76201940-384-2400940-384-2425John.Buchholz@gtiops.comwww.gtiiweb.com


Industries Served: Consumer Products; Telecom; TVSatellite; Utlitites

Company Contacts: Primary Contact: John Buchholz,Director - Client ServicesBusiness Development Contact: JaHarbour, Senior Account ManagerCompliance Contact: CynthiaDelaney, QC ManagerHR Contact: Megan Garner, HRManagerMarketing Contact: John Buchholz,Director - Client ServicesSales Contact: Ja Harbour, SeniorAccount Manager

Call Center Information: # of Seats: 100% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2C; Customer Service; DealerProducts Location; MarketingResearch/Survey; Order Processing;Third Party Verification

HAMILTON CONTACT CENTER SERVICESATA Chapter: MidwestATA PLATINUM MEMBER

1006 12th St.Aurora, NE 68818800-972-3237402-694-4433marketing@hamiltontm.comwww.hamiltontm.com


Industries Served: Consumer Products; Govt Political;Healthcare; Manufacturing; Retail

Company Contacts: Primary Contact: Tom Kell, ExecutiveVice PresidentBusiness Development Contact:Valerie Pagliaro, Director of BusinessDevelopmentMarketing Contact: Gary Lewien,Marketing ManagerSales Contact: Bonnie Senff orGlenda Hawthorne, MarketingAssociates

Call Center Information: # of Agents: 200 # of Seats: 400% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: B2B; Customer Service; Help Desk;Marketing Research/Survey; Other

HAVENLINK SOLUTIONS, INC.ATA Chapter: International

12/F raffles Corp. Ctr.F. Ortigas Jr. Ave.Pasig City, Manila 01605PHILIPPINES866-367-0661www.havenlinkcc.com

Company Type: Consultants / Trainers

Company Contacts: Primary Contact: Paul Ibasco

HOME SERVICE USAATA Chapter: Florida

5301 Blue Lagoon DriveMiami, FL 33126305 704 [email protected]


Industries Served: Consumer Products; Insurnace;Utlitites

Company Contacts: Primary Contact: Michael Backus,Vice President Customer ServiceMarketing Contact: MichaelRauscher, CMOSales Contact: Peter Buttrick, VicePresident


Business Specialties: Appointment Setting; B2C; CustomerAcquisition; Customer Retention;Customer Service; Order Processing;Up-sell/Cross-sell


H

INCEPTATA Chapter: Ohio ValleyATA PLATINUM MEMBER

4150 Belden Village St. NW, Suite 205Canton, OH 44718330-649-8000330-649-8007contact@inceptresults.comwww.InceptResults.com


Industries Served: Automotive; Healthcare; InternetTech; Software

Company Contacts: Primary Contact: Sam Falletta,President Chief Results OfficerBusiness Development Contact: SamFalletta, President Chief ResultsOfficerCompliance Contact: Lee-AnnZackiewicz, Employee ResultsManagerLegal Contact: Sam Falletta,President Chief Results OfficerHR Contact: Lee-Ann Zackiewicz,Employee Results ManagerMarketing Contact: Sam Falletta,President Chief Results OfficerSales Contact: Sam Falletta,President Chief Results Officer


Business Specialties: Appointment Setting; CustomerRetention; Lead Generation


I

ATA Chapter: Midwest

4700 Tama Street SECedar Rapids, IA 52403800-341-0802319-378-1414contact@infinitycontact.comwww.infinitycontact.com


Industries Served: Automotive; Consumer Products;Finance; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Software; Telecom; Utlitites

Company Contacts: Primary Contact: Stephen Griggs,President/Owner or Thomas Leidigh,CEO/OwnerBusiness Development Contact: ScottStimart, Vice President of Sales andMarketingCompliance Contact: MichaelStanton, Vice President of OperationsMarketing Contact: Jodi Palmer,Marketing Manager

Call Center Information: # of Seats: 220+% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: Appointment Setting; B2B; B2C;Business Products/Services;Customer Acquisition; CustomerRetention; Database Marketing; LeadGeneration; MarketingResearch/Survey; Up-sell/Cross-sell;Other

INFINITY CONTACT

INFLUENTATA Chapter: Ohio ValleyATA PLATINUM MEMBER

565 Metro Place South, Suite 250Dublin, OH 43017614-280-1600614-280-1610tbernard@influentinc.comwww.influentinc.com


Industries Served: Credit Cards; Finance; Govt Political;Insurnace; Mobile; Retail; Telecom;Utlitites

Company Contacts: Primary Contact: Ted Bernard, SeniorVice President

Call Center Information: # of Agents: 4,400 # of Seats: 4500International Locations: MainlandChina: 5 Hong Kong: 6 Philippines:2 Panama: 1% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; Help Desk; LeadGeneration; Multi-lingual Support;Order Processing; Service TechSupport; Up-sell/Cross-sell

INFOCISION MANAGEMENT CORPORATIONATA Chapter: Ohio ValleyATA PLATINUM MEMBER

325 Springside Dr.Akron, OH 44333330-668-1400330-668-1401infocis@infocision.comwww.infocision.com

Company Type: Marketing# Years in Business: 28# Years ATA Member: 23# of Employees: 4000

Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Fund RaisingCharity; Govt Political; Mobile; TVSatellite; Utlitites; Other

Company Contacts: Primary Contact: Steve Brubaker,Chief of StaffBusiness Development Contact:Steve Boyazis, Executive VicePresidentCompliance Contact: Steve Brubaker,Chief of StaffLegal Contact: Kathleen Gadd, ChiefCounselHR Contact: Tina Myles, HumanResources DirectorMarketing Contact: Ken Dawson,Chief Marketing OfficerSales Contact: Steve Boyazis,Executive Vice President

INKTEL DIRECT CORP.ATA Chapter: FloridaATA PLATINUM MEMBER

13975 NW 58th CourtMiami Lakes, FL 33014305-523-1100305-827-0341beatriz.alemar@inktel.comwww.inktel.com


Industries Served: Automotive; Consumer Products;Entertainment; Fund Raising Charity;Govt Political; Healthcare; InternetTech; Mobile; Retail; Shipping;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Ricky Arriola,President and CEOBusiness Development Contact:Jason Schlenker,[email protected] Contact: Luis Gonzalez,[email protected] Contact: Miguel Arguelles,Human Capital ManagerMarketing Contact: Beatriz Alemar,[email protected] Contact: Dan Arriola,[email protected]


Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; Multi-lingualSupport; Up-sell/Cross-sell

INSPYRE SOLUTIONS, INC.ATA Chapter: West Coast

10540 Angeton Ct.San Diego, CA 92126866-230-5007sales.info@inspyresolutions.comwww.inspyresolutions.com


Industries Served: Automotive; Consumer Products;Manufacturing; Telecom; Utlitites

Company Contacts: Primary Contact: Kent Urich, VicePresident of SalesCompliance Contact: Peter Gordon,SVP OperationsHR Contact: Cynthia Selley, VicePresident Human ResourcesSales Contact: Kent Ulrich, VicePresident of Sales

Call Center Information: # of Agents: 150 # of Seats: 250International Locations: Winnipeg,MB., Canada

Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; B2B; B2C;Business Products/Services;Customer Acquisition; CustomerRetention; Customer Service; DealerProducts Location; MarketingResearch/Survey


I


I

INTERACTIVE RESPONSE TECHNOLOGIES, INCATA Chapter: Florida

4500 North State Road 7, Suite 301Fort Lauderdale, FL 33319800-700-3033954-484-0818sferber@callcenter.comwww.callcenter.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Hardware; Healthcare;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites; EducationEnrollment

Company Contacts: Primary Contact: Stephen Ferber,General Counsel and StrategicPlanningBusiness Development Contact:Robert Constantine, Director ofMarketing and Strategic PlanningCompliance Contact: Stephen Ferber,General Counsel and StrategicPlanningLegal Contact: Stephen Ferber,General Counsel and StrategicPlanningHR Contact: Sandra Gobbo, SVP ofAdministrationMarketing Contact: RobertConstantine, Director of Marketingand Strategic PlanningSales Contact: Stephen Ferber,General Counsel and StrategicPlanning

Call Center Information: # of Agents: 2,880 # of Seats: 5500International Locations: PhilippinesColombia Panama % of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: Appointment Setting; B2B; B2C;Business Products/Services;Customer Acquisition; CustomerRetention; Customer Service; HelpDesk; Multi-lingual Support

ATA Chapter: Mid-Atlantic

204 Carter DriveWest Chester, PA 19382610-696-4646610-429-5137athompson@imminc.comwww.intermediamarketing.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Retail; Shipping; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Andy Thompson,DirectorBusiness Development Contact: AndyThompson


Business Specialties: 1-800 Toll-free; B2B; B2C; BrandingServices; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; DatabaseMarketing; Dealer Products Location;Employee Recruitment; Help Desk;Lead Generation; MarketingResearch/Survey; Order Processing;Travel Reservations; Up-sell/Cross-sell

INTERMEDIA MARKETING SOLUTIONS

INTOUCHATA Chapter: West Coast

15055 Los Gatos Blvd., Suite 350Los Gatos, CA 95032408-458-4300408-458-4343intouch@intouchcrs.comwww.iwillbeintouch.com


Industries Served: Finance; Insurnace

Company Contacts: Primary Contact: Maryanne Gaines,Director of Operations

Call Center Information: # of Agents: 75 # of Seats: 100% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; CustomerAcquisition; Customer Retention;Lead Generation; Up-sell/Cross-sell

J. KNIPPER AND COMPANY, INC.ATA Chapter: NY Metro

One Healthcare WayLakewood, NJ [email protected]



Company Contacts: Primary Contact: Judith Stone,Manager, Teleservices

JV M, INC.ATA Chapter: Mid-Atlantic

1221 N. Church Street, Suite 202Moorestown, NJ [email protected]

Company Type: Sales/Marketing# Years in Business: 17# Years ATA Member: 3# of Employees: 20

Industries Served: Automotive; Finance; Hardware;Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Shipping; Software;Telecom; Professional Services

Company Contacts: Primary Contact: Jeffrey Josephson,PresidentMarketing Contact: Denise M.Wallace, Director, ProjectManagement Research

Call Center Information: # of Agents: 20% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Lead Generation; Up-sell/Cross-sell;Other

KONEXO CONTACT AND SOLUTION CENTERATA Chapter: International

Las Canadas No. 140Col. TresMariasMorelia, Michoacan 58254MEXICO52 (443) [email protected]


Industries Served: Finance; Healthcare; Insurnace;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Veronica Yaffar,Director of Sales and MarketingSales Contact: Carola Calderoni,Sales Manager

Call Center Information: # of Agents: 1600 # of Seats: 2000International Locations: MEXICO% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: 1-800 Toll-free; Customer Retention;Customer Service; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; TravelReservations; Up-sell/Cross-sell


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LIVE2SELL GROUP OF COMPANIESATA Chapter: International

3rd Flr, Hyundai BldgA.S. Fortuna StreetMandaue City, Cebu 06014PHILIPPINES+63 32 345 1734+63 32 345 [email protected]


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; FundRaising Charity; Hardware;Healthcare; Insurnace; Internet Tech;Mobile; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Chris Ducker, CEO

Call Center Information: # of Agents: 200+ # of Seats: 250International Locations: Cebu City,Philippines% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Help Desk;Lead Generation; MarketingResearch/Survey; Order Processing;Service Tech Support; TravelReservations; Up-sell/Cross-sell

MAKK MARKETING CONCEPTSATA Chapter: Florida

14046 Fox Glove St.Winter Garden, FL [email protected]


Industries Served: Automotive; Consumer Products;Healthcare; Insurnace; Shipping;Telecom; Travel Leisure

Company Contacts: Primary Contact: SelfBusiness Development Contact: SelfCompliance Contact: Aaron Smith,VP of OperationsHR Contact: Cameron Curriden,Director of HRSales Contact: William Spear,Director of Sales

Call Center Information: # of Agents: 70 % of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; Collections;Customer Retention; CustomerService; Order Processing; ThirdParty Verification; TravelReservations; Up-sell/Cross-sell

MARCATEL COM, S.A.ATA Chapter: South Central

10190 Katy Fwy Suite# 410Houston, TX [email protected]


Industries Served: Credit Cards; Finance; Healthcare;Insurnace; Internet Tech; Retail;Telecom; Travel Leisure; Utlitites

Company Contacts: Primary Contact: Gustavo de la Pena,VP Business Development

Call Center Information: # of Agents: 250 # of Seats: 300International Locations: Monterrey,Mexico% of Inbound Volume: 25% to 50%% of Outbound Volume: 25% to 50%

Business Specialties: B2B; B2C; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Help Desk;Multi-lingual Support; OrderProcessing; Service Tech Support;Third Party Verification; TravelReservations

MARKETLINK, INC.ATA Chapter: Midwest

4305 Fleur DriveDes Moines, IA 50321515-285-3420515-285-9640www.marketlinkinc.com


Industries Served: Insurnace; Telecom; TV Satellite;Pharma; Magazines; Farm Machinery

Company Contacts: Primary Contact: Kourtney Keough,President & CEOBusiness Development Contact:Justin Simbro, Director of NewBusiness DevelopmentCompliance Contact: Faith Baer,Compliance OfficerHR Contact: Amy Potratz, HumanResources Manager

Business Specialties: Lead Generation; Up-sell/Cross-sell;B2B; B2C

METRO NEWS SERVICE, INC.ATA Chapter: South Central

PO BOX 767DeSoto, TX 75123972-227-6170972-230-4555Eric@Metro-News.comwww.Metro-News.com

Company Type: Telservices User# Years in Business: 47# Years ATA Member: 2

Company Contacts: Primary Contact: HW Southward,PresidentBusiness Development Contact:Chris Southward, VP OperationsCompliance Contact: Bryan JarvisMarketing Contact: Eric Southward,VP MarketingSales Contact: Eric Southward, VPSales

MEYER TELESERVICESATA Chapter: Midwest

14 7th Avenue NorthSt. Cloud, MN [email protected]

Company Type: Telservices User# Years in Business: 33# of Employees: 400

Industries Served: Consumer Products; Fund RaisingCharity; Govt Political; Healthcare;Insurnace; Manufacturing; Mobile;Retail; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Nicholas Gerten,CEOBusiness Development Contact:Frank Ortiz, VP BusinessDevelopmentCompliance Contact: NicholasGerten, CEOHR Contact: Gary Owen, CFOMarketing Contact: Frank Ortiz, VPBusiness DevelopmentSales Contact: Frank Ortiz


M

ATA Chapter: NY Metro

116 Radio Circle, PO Box 954Mount Kisco, NY 10549914-239-4310914-244-0325rpenn@mpioutsourcing.comwww.mpioutsourcing.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare; HRRecruiters; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Dick Penn, CEOBusiness Development Contact: DickPenn, CEOCompliance Contact: Anne Shaw,CFO

Call Center Information: International Locations: Worldwidenetwork% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: B2B; B2C; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Fundraising;Help Desk; Lead Generation;Marketing Research/Survey; Multi-lingual Support; Service TechSupport; Third Party Verification; Up-sell/Cross-sell

MPI OUTSOURCING

MTIATA Chapter: MidwestATA PLATINUM MEMBER

112 W Main StMohall, ND 58761701-756-6483756-701-6470PO Box 430www.mtind.com


Industries Served: Hardware; Insurnace; Telecom;Utlitites; Consumer Products;Entertainment; Finance; Govt Political

Company Contacts: Primary Contact: Kathy Hett, CEOMarketing Contact: Carole Hanson,VP of Client Services

Call Center Information: # of Agents: 345; International Locations: Manitoba% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerService; Lead Generation; OrderProcessing; Third Party Verification;Up-sell/Cross-sell

NAI GLOBAL CALL CENTER/SITE SELECTION GROUPATA Chapter: South Central

4851 LBJ Freeway, Suite 1000Dallas, TX 75244214-256-7100


Company Contacts: Primary Contact: Van Power, ChiefOperating officer/ Broker


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NCO CUSTOMER MANAGEMENTATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

507 Prudential RoadHorsham PA 19042800-220-2274215-441-3923proposals@ncogroup.comwww.ncogroup.com

Company Type: Contact Center# Years in Business: 84# Years ATA Member: 25+# of Employees: 33,000

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Insurnace; Internet Tech; Mobile;Retail; Shipping; Software; Telecom;TV Satellite

Company Contacts: Primary Contact: Lisa Saidel,Director, ComplianceBusiness Development Contact:Bruce Kramer, Director, ProposalsCompliance Contact: Lisa Saidel,Director, ComplianceLegal Contact: Joshua Gindin, EVPand General CounselMarketing Contact: Tom Hoy, SVP,MarketingSales Contact: Scott Ross, SVP,Sales

Call Center Information: # of Agents: 17,500 # of Seats: 28,647International Locations: Antigua,Australia, Barbados, Canada,Guatemala, India, Mexico, Panama,Philippines, Puerto Rico, UnitedKingdom% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: B2B; B2C; Collections; CustomerAcquisition; Customer Retention;Customer Service; Help Desk;Marketing Research/Survey; OrderProcessing; Service Tech Support;Third Party Verification; Up-sell/Cross-sell

NETWORK DIRECT, INC.ATA Chapter: West Coast

14530 Delano StreetVan Nuys, CA 91411818-908-4000www.networkdirectinc.com


Company Contacts: Primary Contact: Rita Wood,President

NEXT CONTACTATA Chapter: West Coast

1737 N First St. - Suite 110San Jose, CA 95112408-414-8195margarita.rodriguez@next-contact.comwww.next-contact.com


Industries Served: Consumer Products; Finance;Healthcare; Insurnace; Internet Tech;Mobile; Telecom; Travel Leisure; TVSatellite

Company Contacts: Primary Contact: MargaritaRodriguez, Chief Operations Officer

Call Center Information: # of Agents: 2000 # of Seats: 1500International Locations: Mexico City,Mexico (3) Culiacan, Sinaloa, Mexico(1) Cuernavaca, Morelos, Mexico (1)% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: Answering Service; B2C; CustomerRetention; Customer Service; HelpDesk; Marketing Research/Survey;Multi-lingual Support; OrderProcessing; Travel Reservations

NORTHWEST DIRECT MARKETING, INC.ATA Chapter: West CoastATA PLATINUM MEMBER

15400 Greenvrier Parkway, Suite A450Beaverton, OR 97006503-601-8900503-601-8899roger@nwdirectmarketing.comwww.nwdirectmarketing.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Healthcare;Insurnace; Mobile; Telecom; TravelLeisure; TV Satellite; Utlitites;Membership Club Affinity

Company Contacts: Primary Contact: Roger Risley, SVPSales & MarketingBusiness Development Contact:Timothy C. Rote, President & CEOCompliance Contact: Roger W.Risley, SVP Sales & MarketingHR Contact: Tanya Rote, ControllerMarketing Contact: Wayne Spinney,Marketing ManagerSales Contact: Roger W. RisleySVP Sales & Marketing

Call Center Information: # of Agents: 400 # of Seats: 420International Locations: PrinceGeorge, British Columbia% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: B2B; B2C; Collections; CustomerAcquisition; Customer Retention;Customer Service; Multi-lingualSupport; Up-sell/Cross-sell

NOVO 1ATA Chapter: South CentralATA PLATINUM MEMBER

4301 Cambridge RdFort Worth, TX [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Govt Political;Healthcare; Insurnace;Manufacturing; Mobile; Retail;Shipping; Telecom; Travel Leisure; TVSatellite; Utlitites; Publishing

Company Contacts: Primary Contact: Mike Larose, VPSalesBusiness Development Contact: MikeLarose, VP SalesCompliance Contact: RogerSchreiber, VP Compliance Legal Contact: Roger Schreiber, VPComplianceHR Contact: Cathy Graham,Recruiting MGRMarketing Contact: Mike Larose, VPSalesSales Contact: Mike Larose, VPSales


Business Specialties: 1-800 Toll-free; Appointment Setting;B2B; B2C; Branding Services;Business Products/Services;Customer Acquisition; CustomerRetention; Customer Service; DealerProducts Location; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ThirdParty Verification; Up-sell/Cross-sell;Other


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NQ SERVICES LLCATA Chapter: Florida

110 Burnsed Pl, Suite 1000Oviedo, FL 32765321-218-9991321-218-9120contactus@nqservices.comwww.nqservices.com


Industries Served: Credit Cards; Finance

Company Contacts: Primary Contact: Grant Nickelsen,PrincipalCompliance Contact: Joseph GlennLegal Contact: Darren GreeneHR Contact: Joseph Glenn


Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerService; Third Party Verification; Up-sell/Cross-sell


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NUXIBA TECHNOLOGIESATA Chapter: Mountain

5802 South Cove CreekSalt Lake City, UT [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites; Other

Company Contacts: Primary Contact: Boan Rubalcava,PresidentBusiness Development Contact: RonGustaveson, Bisiness DevelopmentMgr.Sales Contact: Ron Gustaveson, Dir.Sales

Call Center Information: # of Agents: 10,000 # of Seats: 10,000International Locations: LatinAmerica, Middle East, Asia Pacific,North America, Mexico% of Inbound Volume: 76% to 100%% of Outbound Volume: 76% to 100%

Business Specialties: Answering Service; Collections;Customer Acquisition; CustomerRetention; Customer Service; DealerProducts Location; Help Desk; LeadGeneration; MarketingResearch/Survey; Service TechSupport; Travel Reservations

OMEGA DIRECT RESPONSE INC.ATA Chapter: International

30 Wertheim Court, Unit 12Richmond Hill, ON L4B 1B9CANADA905-482-3421


Company Contacts: Primary Contact: Bharat Hansraj,President & CEO

ONBRAND24ATA Chapter: NY Metro

100 Cummings Center, Suite 306LBeverly, MA [email protected]


Industries Served: Consumer Products; Entertainment;Finance; Healthcare; Insurnace;Manufacturing; Retail; Software;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Mark Fichera, CEOBusiness Development Contact:Rhonda Rohtstein, Director ofBusiness DevelopmentCompliance Contact: Michael Moody,Director of OperationsHR Contact: Priscilla Aucone,Comptroller


Business Specialties: Appointment Setting; B2B; CustomerAcquisition; Customer Service; HelpDesk; Lead Generation; MarketingResearch/Survey; Order Processing;Service Tech Support

ONETOUCH DIRECTATA Chapter: Florida

4902 West Sligh Avenue16124 Suncrest Shores DrTampa, Fl 33556813-549-7500chris.reed@onetouchdirect.comwww.onetouchdirect.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Retail; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Chris Reed, EVP

Call Center Information: # of Agents: 350 # of Seats: 700International Locations: St.Catharines, Ontario% of Inbound Volume: 25% to 50%% of Outbound Volume: 25% to 50%

Business Specialties: Answering Service; AppointmentSetting; B2B; B2C; CustomerAcquisition; Customer Retention;Customer Service; DatabaseMarketing; Fundraising; LeadGeneration; MarketingResearch/Survey; Order Processing;Service Tech Support; Third PartyVerification; Up-sell/Cross-sell; 1-800Toll-free

OPTIMA COMMUNICATIONS INTERNATIONAL INCATA Chapter: International

144 Front Street West , Suite 200Toronto, ON M5J 2L7CANADA416-581-1236416-581-8788elizabeth@optima.netwww.optima.net

Company Type: Contact Center# Years in Business: 18# Years ATA Member: 10# of Employees: 700 +

Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Insurnace; Mobile; Telecom; Utlitites

Company Contacts: Primary Contact: Don MacLeod,PresidentBusiness Development Contact:Elizabeth Sedlacek, BusinessDevelopment DirectorCompliance Contact: Lori Mintz,Compliance ManagerHR Contact: Kirk Millar, RecruitmentManager Marketing Contact: ElizabethSedlacek, Director BusinessDevelopment

Call Center Information: # of Agents: 600 # of Seats: 500International Locations: Canada% of Inbound Volume: 25% to 50%% of Outbound Volume: 51% to 75%

Business Specialties: 1-800 Toll-free; Appointment Setting;B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; Lead Generation;Third Party Verification


O

OPTIMA DIRECTATA Chapter: PotomacATA PLATINUM MEMBER

8618 Westwood Center Drive, Suite 400Vienna, VA 22182703-918-9000703-918-9000jeffm@optimadirect.comwww.optimadirect.com

Company Type: Telservices User# Years in Business: 25# Years ATA Member: 15+# of Employees: 50


Company Contacts: Primary Contact: Jeff Myers, SVPand General ManagerBusiness Development Contact: JeffSymon, VP Sales and MarketingCompliance Contact: Dave Lee, VPIS ITHR Contact: Jennifer Cumiskey, CFO


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ORION MARKETING GROUPATA Chapter: South Central

12000 Network Blvd., Bldg. A Suite 105San Antonio, TX 78249210-694-4114210-690-9215jsering@orionmkt.comwww.orionmkt.com


Industries Served: Finance; Healthcare

Company Contacts: Primary Contact: Joe Seringer,PresidentBusiness Development Contact: MikeSeringer, VP Business DevelopmentCompliance Contact: Mike Seringer

Call Center Information: % of Inbound Volume: 51% to 75%% of Outbound Volume: Less than25%

Business Specialties: Appointment Setting; B2B; B2C;Business Products/Services;Customer Retention; CustomerService; Lead Generation

ORION TELESERVICESATA Chapter: West Coast

1717 S 341st PlaceFederal Way, WA 98003253-946-4411253-946-4464mattv@orionteleservices.comwww.orionteleservices.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Manufacturing; Mobile;Retail; Shipping; Software; TravelLeisure; Utlitites

Company Contacts: Primary Contact: Matthew Van deVoorde, Director - TeleservicesDivisionBusiness Development Contact: RickPaukstis, Business DevelopmentManagerCompliance Contact: Steve Tyler,Contact Center ManagerLegal Contact: K&L Gates, LawfirmHR Contact: Renee Winkle, HRGeneralistMarketing Contact: Matthew Van deVoorde, Director - TeleservicesDivisionSales Contact: Rick Paukstis,Business Development Manager

PERFORMANCE CENTERS INC.ATA Chapter: Midwest

2829 S University DrFargo, ND 58103701-293-9500701-293-8923terifremling@pcifargo.comwww.pcifargo.com


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political

Company Contacts: Primary Contact: Jerry Maley,PresidentBusiness Development Contact: TeriFremling, VP OperationsCompliance Contact: Teri Fremling,VP OperationsLegal Contact: Mitch RothHR Contact: Lindsey Ruhn, HumanResource Director


Business Specialties: Appointment Setting; B2B; B2C;Customer Acquisition; CustomerService; Lead Generation; MarketingResearch/Survey; Up-sell/Cross-sell

PHONE WARE, INC.ATA Chapter: West Coast

8902 Activity Rd, Ste ASan Diego, CA 92126858-459-3000


Company Contacts: Primary Contact: William Nassir,President

Business Specialties: B2B; B2C; Up-Sell, Cross-Sell;Customer Acquisition; CustomerRetention; Multi-lingual Support;Branding Services; CustomerRetention; Customer Service;Database Marketing; MarketingResearch/Survey; Lead Generation

POWER DIRECTATA Chapter: NY Metro

4805 Pearl Rd.Cleveland, OH 44109216-658-9302


Company Contacts: Primary Contact: Ernie Pizio, VicePresident of Sales

PRONTO CONNECTIONS, INC. ATA Chapter: Chicago Metro

820 N. Orleans, Ste. 300Chicago, IL 60610312-649-3600312-649-3627info@prontoconnections.comwww.prontoconnections.com


Industries Served: Consumer Products; Fund RaisingCharity; Healthcare; Insurnace; Retail

Company Contacts: Primary Contact: Michele Ringwood,PresidentBusiness Development Contact: MikeCentrella, Vice PresidentHR Contact: Ben Martorano,Operations ManagementSales Contact: Michele Ringwood,President


Business Specialties: Customer Acquisition; CustomerRetention; Customer Service; DealerProducts Location; Fundraising; LeadGeneration; Multi-lingual Support;Up-sell/Cross-sell


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PROTOCOL GLOBAL SOLUTIONSATA Chapter: MidwestATA PLATINUM MEMBER

2805 Fruitville Rd.Sarasota, FL 34237941-906-9000941-906-9005chaerich@protocolgs.comwww.protocolglobalsolutions.com


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Insurnace; Retail; Software; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Christine Haerich,VP of Compliance, Training andQualityBusiness Development Contact: JohnHollingsworth, VP of BusinessDevelopmentCompliance Contact: ChristineHaerich, VP of Compliance, Trainingand QualityHR Contact: William Roman, VP ofHuman ResourcesMarketing Contact: Rachel Macha,EVP of Sales and MarketingSales Contact: Rachel Macha, EVPof Sales and Marketing

Call Center Information: # of Agents: 2,000 # of Seats: 2200International Locations: Manila;Hamilton, Ontario; Montreal,Quebec: Mauritius% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: Answering Service; AppointmentSetting; B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; TravelReservations; Up-sell/Cross-sell


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QCSS INC.ATA Chapter: Chicago Metro

275 W DundeeBuffalo Grove, IL [email protected]

Company Type: Contact Center# Years in Business: 19# Years ATA Member: 2# of Employees: 50-99

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Hardware; Healthcare; HRRecruiters; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Deana Skyles,Director of MarketingBusiness Development Contact:Catherine Karabetsos, PresidentCEO Compliance Contact: TomKarabetsos, CTO HR Contact: Deana Skyles, Directorof HR Marketing Contact: Deana Skyles,Director of MarketingSales Contact: Karin Hall, CSO Co-Founder


Business Specialties: Answering Service; AppointmentSetting; B2B; B2C; BrandingServices; Customer Acquisition;Customer Retention; CustomerService; Database Marketing; DealerProducts Location; Lead Generation;Marketing Research/Survey; Up-sell/Cross-sell

QUALITY CONTACT SOLUTIONS, INC.ATA Chapter: Midwest

808 4th StAurora, NE 68818402-210-2692402-210-2692angela.morris@qualitycontactsolutions.comwww.qualitycontactsolutions.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Hardware; Healthcare;Insurnace; Internet Tech;Manufacturing; Retail; Software;Telecom; Travel Leisure; Utlitites

Company Contacts: Primary Contact: Angela Morris,PresidentBusiness Development Contact:Kelsey Olsen, Client ServicesSpecialistCompliance Contact: Angela Morris,PresidentHR Contact: Nathan Teahon, Directorof OperationsMarketing Contact: Melissa Hinrichs,Director of Client ServicesSales Contact: Angela Morris,President


Business Specialties: 1-800 Toll-free; Appointment Setting;B2B; B2C; Branding Services;Business Products/Services;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Dealer ProductsLocation; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ServiceTech Support; Up-sell/Cross-sell

RESULTS TECHNOLOGIES, INC.ATA Chapter: South Central

499 E. Sheridan, #400Dania, Fl 33004954-290-1830954-927-1824sjackson@resultstel.comwww.theresultscompanies.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Mobile; Retail; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Shane Jackson, Sr.Vice PresidentBusiness Development Contact:Shane A Jackson, Sr. Vice PresidentCompliance Contact: Michael Schein,SVP ComplianceLegal Contact: Julian Montoya, LegalCounselHR Contact: Tracy Huggins, VP HRMarketing Contact: Linette Caceido,VP MarketingSales Contact: Shane A Jackson,SVP

Call Center Information: # of Agents: 4200 # of Seats: 5000International Locations: SantoDomingo, DR, Manila, Hermosillo,Mexico% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; B2C; Branding Services;Business Products/Services;Customer Acquisition; CustomerRetention; Customer Service; HelpDesk; Marketing Research/Survey;Order Processing; Service TechSupport; Travel Reservations; Up-sell/Cross-sell

ROCOCO INVESTMENT INC.ATA Chapter: CALA

Zona Franca San IsidroKm 17 Autopista San IsidroSanto Domingo 00199DOMINICAN REPUBLIC809-728-4500www.rococomm.com

Company Type: Industry Supplier

Company Contacts: Primary Contact: Jaime Vargas, CEO


R

SITELATA Chapter: MidwestATA PLATINUM MEMBER

5601 N. 103rd StreetOmaha, NE [email protected]

Company Type: Contact Center# Years in Business: 25# Years ATA Member: 13

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Reid Houser, VicePresident, Compliance OfficerBusiness Development Contact:Christy Frazier, Senior MarketingSpecialist

Call Center Information: # of Agents: 48,000# of Seats: 50,000International Locations: Moncton;Montreal; Saint John; St Catherines;Barra Funda; Santiago; Bogota;Monterrey; Panama City; Managua;Brussels; Geel; Sofia; Copenhagen;La Rochelle; Paris; Troyes; Dessau;Dusseldorf; Krefeld; Wittenberg;Berlin; Milan; Casablanca; Rabat;Almelo; Eindhoven; Warsaw;Lisbon; Barcelona; Madrid; Sevilla;Zaragoza; Accington; Dundee;Exeter; Kingston; Newcastle WestEast; Stratford Upon Avon; Watford;Tasmania; Bangalore; Chennai;Delhi; Hyderabad; Mumbai;Hamilton; Baguio; Manila; Tampines% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than 25%

Business Specialties: Collections; Customer Acquisition;Customer Retention; CustomerService; Order Processing; ServiceTech Support; Travel Reservations;Up-sell/Cross-sell


SSPH MARKETINGATA Chapter: Florida

8302 S. Tamiami TrailSarasota, FL 34238888-566-4774941-966-6151tahrenholtz@sphmarketing.comwww.sphmarketing.com


Industries Served: Consumer Products; Hardware; HRRecruiters; Internet Tech; Telecom;Utlitites

Company Contacts: Primary Contact: Ted Ahrenholtz,EVP Business DevelopmentBusiness Development Contact: TedAhrenholtz, EVP BusinessDevelopmentCompliance Contact: Jackie Mazarz,General ManagerLegal Contact: Jackie Mazarz,General ManagerHR Contact: Marie Gordon, HRMarketing Contact: Marie Gordon,HRSales Contact: Ted Ahrenholtz, EVPBusiness Development

Call Center Information: # of Agents: 50 # of Seats: 100% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; B2C;Business Products/Services;Customer Retention; LeadGeneration; Up-sell/Cross-sell

SPT CONTACT CENTERATA Chapter: Florida

1112 Weston Road, Suite 144Weston, FL [email protected]



Company Contacts: Primary Contact: Peter Yanez, VPBusiness Development NorthAmerica

Call Center Information: # of Agents: 1000 # of Seats: 500+International Locations: BuenosAires, Argentina% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: B2C; Customer Acquisition;Customer Retention; CustomerService; Database Marketing;Fundraising; Help Desk; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ThirdParty Verification; Up-sell/Cross-sell

STARTEK, INCATA Chapter: Mountain

44 Cook St, Suite 400 Denver, CO [email protected]


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; Healthcare;Insurnace; Mobile; Retail; Shipping;Software; Telecom; TV Satellite

Company Contacts: Primary Contact: Brian Kearney,Senior Director of Product MarketingBusiness Development Contact:Shane Kelsay, Senior Director ofSales Engineering and OperationsCompliance Contact: MichaelStefanoudakis, General CounselLegal Contact: MichaelStefanoudakis, General CounselHR Contact: Sue Morse, Senior VicePresident of Human ResourcesMarketing Contact: Brian Kearney,Senior Director of Product MarketingSales Contact: Chad Thorpe, SeniorVice President of Sales

Call Center Information: # of Agents: 3,729 # of Seats: 10,562International Locations: Cornwall,ON, CA; Kingston, ON, CA (2);Sarnia, ON, CA; Thunder Bay, ON,CA; Heredia, Costa Rica; Manila,Philippines (2)% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; B2C; Customer Retention;Customer Service; Help Desk; OrderProcessing; Service Tech Support;Up-sell/Cross-sell


S

STRAIGHT FORWARD OF WISCONSINATA Chapter: Midwest

855 Community DriveSauk City, WI 53583608-643-2363608-643-4874point@straightforward.ccwww.straightforward.cc


Industries Served: Govt Political; Insurnace; TV Satellite;Utlitites

Company Contacts: Primary Contact: Rod Schwegel,President OwnerBusiness Development Contact: LoriRecker, Vice President OwnerCompliance Contact: Andrew Garr,Compliance OfficerMarketing Contact: Lori Recker, VicePresident OwnerSales Contact: Rod Schwegel,President Owner


Business Specialties: B2B; Customer Acquisition; CustomerRetention; Customer Service; OrderProcessing; Up-sell/Cross-sell


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STREAM GLOBAL SERVICESATA Chapter: NY Metro

20 William Street, Suite 310Wellesley, MA [email protected] www.stream.com


Industries Served: Entertainment; Finance; Hardware;Internet Tech; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite

Company Contacts: Primary Contact: Rik Stjernquist,Business Development ManagerBusiness Development Contact:Kevin Sullivan, Vice President SalesOperationsCompliance Contact: Alyssa Huber,Associate General Counsel Legal Contact: Alyssa Huber,Associate General Counsel HR Contact: Andrew J. Suchoff,Senior Vice President, Global HR Marketing Contact: Karen Falcone,Vice President, Global MarketingSales Contact: Bob Dechant,Executive Vice President, GlobalSales & Marketing

Call Center Information: # of Agents: 25,314 # of Seats: 30,385International Locations: Canada,Costa Rica, Dominican Republic, ElSalvador, Nicaragua, Denmark,Netherlands, France, Gemrany,Egypt, Italy, Ireland, Sweden, Spain,UK, Bulgaris, Polans, Tunisia, SouthAfrica, Philippines, India % of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; B2C; Customer Acquisition;Customer Retention; CustomerService; Help Desk; LeadGeneration; Multi-lingual Support;Order Processing; Service TechSupport; Travel Reservations; Up-sell/Cross-sell; Other

SUPPORTSEVENATA Chapter: Southeastern

PO Box 8127Chattanooga, TN 37414423-648-5164866-487-2952info@supportseven.comwww.supportseven.com


Industries Served: Consumer Products; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Mobile; Retail;Travel Leisure; TV Satellite; Utlitites;Teen Crisis Line

Company Contacts: Primary Contact: Thomas Rocca,PresidentBusiness Development Contact: KatieV. Sanders, Compliance Contact:Katie V. SandersMarketing Contact: Katie V. SandersSales Contact: Thomas M. Rocca

Call Center Information: # of Agents: 300 # of Seats: 600International Locations: Costa Rica% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: 1-800 Toll-free; Answering Service;B2B; B2C; Branding Services;Business Products/Services;Collections; Customer Acquisition;Customer Retention; CustomerService; Database Marketing; DealerProducts Location; Fundraising; HelpDesk; Marketing Research/Survey;Multi-lingual Support; OrderProcessing; Service Tech Support;Third Party Verification; TravelReservations; Up-sell/Cross-sell;Other

SYNERGY SOLUTIONS, INC.ATA Chapter: ArizonaATA PLATINUM MEMBER

16435 N. Scottsdale Rd., Suite 130Scottsdale, AZ 85254602-296-1601480-383-6301llfentem@callsynergy.comwww.synergysolutionsinc.com


Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Govt Political;Healthcare; Insurnace; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites; Other

Company Contacts: Primary Contact: Lori Fentem,PresidentBusiness Development Contact:Shannon Hays, BusinessDevelopment DirectorCompliance Contact: Lynne Jacoby,VP of Healthcare SolutionsHR Contact: Lisa Gibbons, HumanResources DirectorMarketing Contact: Amy Newton,Marketing Communications SpecialistSales Contact: Lori Fentem,President


Business Specialties: Customer Acquisition; CustomerRetention; Customer Service;Marketing Research/Survey; Multi-lingual Support


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TCIM SERVICES, INC.ATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

1013 Centre Rd, Suite 400Wilmington, DE [email protected]


Industries Served: Credit Cards; Entertainment;Finance; Telecom; TV Satellite;Utlitites

Company Contacts: Primary Contact: Eric Murray, VPSales SupportBusiness Development Contact: EricMurray, VP Sales SupportCompliance Contact: Eric Murray, VPSales SupportHR Contact: Marcy Payne, SVPHuman CapitalMarketing Contact: Marcy Payne,SVP Human CapitalSales Contact: Eric Murray, VP SalesSupport

Call Center Information: # of Agents: 3600 # of Seats: 2200International Locations: Makati City,Manila, Philippines Malate, Manila,Philippines% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: Business Products/Services;Customer Acquisition; CustomerRetention; Customer Service; Multi-lingual Support; Order Processing;Service Tech Support; Third PartyVerification; Up-sell/Cross-sell

TELEPERFORMANCE USAATA Chapter: Ohio Valley

1991 South 4650 WestSalt Lake City, UT 84104801-257-5800info@teleperformanceusa.comwww.teleperformance.com

Company Type: Contact Center# of Employees: 100,000+

Industries Served: Credit Cards; Finance; Healthcare;Insurnace; Mobile; Retail; Telecom;Travel Leisure; Utlitites

Company Contacts: Primary Contact: Laura Ortlip, VP,Business Development

Call Center Information: % of Inbound Volume: 76% to 100%% of Outbound Volume: 25% to 50%

Business Specialties: B2B; B2C; Collections; CustomerAcquisition; Customer Retention;Customer Service; Service TechSupport; Up-sell/Cross-sell


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723 Dresher RoadHorsham, PA [email protected]


Industries Served: Consumer Products; Fund RaisingCharity; Govt Political; Hardware;Healthcare; Manufacturing; Retail;Software; Travel Leisure; Utlitites

Company Contacts: Primary Contact: Loralee Hare, VPSales & MarketingBusiness Development Contact:Loralee Hare, VP Sales & MarketingCompliance Contact: Barry Peters,VP ComplianceHR Contact: James Neely, VP HumanResourcesMarketing Contact: Teresa Matvey,Marketing ManagerSales Contact: Don McCormick , SVPSales & Marketing

Call Center Information: International Locations: Canada,Philippines, Latin America, Europe

Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; Dealer ProductsLocation; Help Desk; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; ServiceTech Support; Up-sell/Cross-sell;Other

TELERX

TELESERVICES DIRECTATA Chapter: Ohio Valley

5305 Lakeview Parkway S. DriveIndianapolis, IN 46268317-216-2240317-290-2818patricia.totton@teleservicesdirect.comwww.teleservicesdirect.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Insurnace; Mobile; Retail;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Patricia Totton,Chief Executive OfficerBusiness Development Contact: JoeMeehan, Vice President, BusinessDevelopmentCompliance Contact: MichaelMcCaughan, Chief InformationOfficerHR Contact: Steve Lair, ChiefAdministrative Officer

Call Center Information: # of Agents: 900 # of Seats: 1000International Locations: Philippinesand Jamaica% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Marketing Research/Survey; Up-sell/Cross-sell

TELTRENDS SOLUTIONSATA Chapter: International

Ave. 27 de Febrero #299 EvaristoMoralesSanto DomingoDistrito Nacional 10147DOMINICAN REPUBLIC809-948-2300809-948-2399info@teltrends.comwww.teltrends.com



Company Contacts: Primary Contact: Ruby Crespo,Operational ManagerBusiness Development Contact:Franklin Ventura, General ManagerHR Contact: Evelyn Ventura


Business Specialties: Answering Service; AppointmentSetting; Business Products/Services

TELVISTA, INC.ATA Chapter: South Central

1605 LBJ Freeway, Suite 200Dallas, TX 75234972-919-7800972-919-8145kymberlaine_banks@telvista.comwww.telvista.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; Hardware;Internet Tech; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Ayn Owens,Director, Business Operations

Call Center Information: # of Agents: 7250# of Seats: 6500International Locations: Tijuana;Mexicali; Mexico City% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; Customer Acquisition; CustomerService; Help Desk; Multi-lingualSupport; Order Processing; TravelReservations; Up-sell/Cross-sell


T

THE CONNECTIONATA Chapter: Midwest

11351 Rupp DriveBurnsville, MN 55337800-883-5777952-948-5498sales@the-connection.comwww.the-connection.com


Industries Served: Consumer Products; Finance; FundRaising Charity; Govt Political;Healthcare; Insurnace; Mobile; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites; Product Recall

Company Contacts: Primary Contact: Erin Brooks, Salesand Marketing SpecialistBusiness Development Contact:Corey Kotlarz, Vice President of NewBusiness DevelopmentSales Contact: Tim Austrums, VicePresident of Sales and Marketing

Call Center Information: # of Agents: 1400 # of Seats: 1140% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2C; Customer Acquisition;Customer Retention; CustomerService; Dealer Products Location;Help Desk; Order Processing; Up-sell/Cross-sell

THE HERITAGE COMPANYATA Chapter: South Central

2402 Wildwood Avenue, Suite 500North Little Rock, AR 72120501-835-5000, x. 4910800-648-0814info@theheritagecompany.comwww.theheritagecompany.com


Industries Served: Fund Raising Charity; Govt Political

Company Contacts: Primary Contact: Stephen Dawson,Director of Communication &Strategic PlanningBusiness Development Contact: KenPetterson, Account ExecutiveCompliance Contact: StephenDawson, Director of Communication& Strategic PlanningHR Contact: Randy West, VicePresident of Human ResourcesMarketing Contact: Marilyn Michie,Vice President of Marketing & ClientServices


Business Specialties: B2B; B2C; Fundraising


T


8429 Blondo StreetOmaha, NE 68134402-397-6945402-255-6039rleavitt@timberlinesolutions.comwww.timberlinesolutions.com


Industries Served: Automotive; Consumer Products;Entertainment; Finance; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites; Other

Company Contacts: Primary Contact: Russ Leavitt,PresidentBusiness Development Contact:Mitch Kampbell, Vice PresidentCompliance Contact: Nate Frye, VicePresidentLegal Contact: Sara Komen,Corporate CounselHR Contact: Nate Frye, VicePresidentMarketing Contact: Tim Smith, VicePresidentSales Contact: Tim Smith, VicePresident


Business Specialties: Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service;Database Marketing; Dealer ProductsLocation; Employee Recruitment;Help Desk; Lead Generation;Marketing Research/Survey; Multi-lingual Support; Service TechSupport; Third Party Verification;Travel Reservations; Up-sell/Cross-sell; Other

TIMBERLINE TOTAL SOLUTIONS, LLC

TLK GROUP (TALK GROUP)ATA Chapter: Mid-Atlantic

7508 Wisconsin Avenue, 2nd FloorBethesda, MD 20814301-654-3330301-654-1545projects@tlkgroup.netwww.tlkgroup.net


Industries Served: Entertainment; Fund Raising Charity;Govt Political; TV Satellite

Company Contacts: Primary Contact: Jim Tippett,PresidentBusiness Development Contact:Vanessa Link, Client ServicesManagerCompliance Contact: Tom DelVecchio, Managing PartnerLegal Contact: Keith Rosenberg,AttorneyHR Contact: Matt Connolly, PrincipleMarketing Contact: Vanessa Link,Client Services ManagerSales Contact: Jim Tippett, President


Business Specialties: 1-800 Toll-free; Appointment Setting;B2B; Business Products/Services;Fundraising; Lead Generation;Marketing Research/Survey; OrderProcessing; Up-sell/Cross-sell

TMS HEALTH, LLCATA Chapter: Florida

4950 Communication Avenue, Ste 300Boca Raton, FL 33431561-226-5000www.tmshealth.com



Company Contacts: Primary Contact: Gut Amato,President CEOBusiness Development Contact:Cindy Goldberg, Director, MarketingCompliance Contact: Carol Herold,Compliance Privacy OfficerHR Contact: Carolyn Sutton, Director,Human Resources

Call Center Information: # of Agents: 500 % of Inbound Volume: 25% to 50%% of Outbound Volume: 25% to 50%

Business Specialties: B2B; B2C; Other

TRANSCOM NORTH AMERICA & ASIAATA Chapter: International

80 King St., 3rd FloorSt. Catharines, ON L2R 7G1CANADA905-323-3939905-641-1456compliance@nucomm.netwww.transcom.com

Company Type: Contact Center# Years in Business: 13# Years ATA Member: 5+# of Employees: 10,000+

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Melissa Bradley,Compliance OfficerBusiness Development Contact: LuciCudmore, BDM - Sales andMarketingCompliance Contact: Melissa SueBradley, Compliance OfficerHR Contact: Anne Ricci, HRM -CorporateMarketing Contact: Daniel Willis,BDM - MarketingSales Contact: Melissa Nievas, Sales- Marketing

Call Center Information: # of Agents: 10,000+# of Seats: 10,000+International Locations: Please seehttp: www.transcom.com ContactsContacts for full list.% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: 1-800 Toll-free; Answering Service;Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; CustomerRetention; Customer Service; HelpDesk; Marketing Research/Survey;Order Processing; Service TechSupport; Up-sell/Cross-sell


U

UNICORATA Chapter: Potomac

400 First Street, NWWashington, DC 20534202-305-1237202-305-3557vgardineer@central.unicor.govwww.unicor.gov


Industries Served: Travel Leisure

Company Contacts: Primary Contact: Vaughn Gardineer,Program Manager

Call Center Information: # of Agents: 2000 % of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2B; Business Products/Services;Database Marketing; Help Desk;Marketing Research/Survey; TravelReservations; Other

UNITED NEARSHORE OPERATIONS (UNO)ATA Chapter: InternationalATA PLATINUM MEMBER

Carretera LuperonParque Industrial DClaseSantiagoDominican RepublicDOMINICAN REPUBLIC866-898-4201829-947-8866vdallomo@uno.com.dowww.uno.com.do


Industries Served: Consumer Products; Credit Cards;Finance; Insurnace; Mobile; Telecom;TV Satellite; Rebate

Company Contacts: Primary Contact: Vittorio Dall’Omo,CFOBusiness Development Contact:Stuart Cranston, CEOCompliance Contact: VittorioDall’Omo, CFOLegal Contact: Vittorio Dall’Omo,CFOHR Contact: Vittorio Dall’Omo, CFOMarketing Contact: Stuart Cranston,CEOSales Contact: Stuart Cranston, CEO

Call Center Information: # of Agents: 527 # of Seats: 577International Locations: Please referto UNO address above in theDominican Republic% of Inbound Volume: 51% to 75%% of Outbound Volume: 25% to 50%

Business Specialties: B2C; Business Products/Services;Collections; Customer Acquisition;Customer Retention; CustomerService; Help Desk; Service TechSupport; Up-sell/Cross-sell


V

ATA Chapter: West Coast

250 E. Arapaho Rd. , Ste. 100Richardson, TX [email protected]


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Hardware;Insurnace; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Drew Overbeck,Marketing ManagerLegal Contact: Anne Sheffield,Company Secretary & General LegalCounselHR Contact: Colm Coffey, Chief HROfficerMarketing Contact: MarkMiddlekamp, Head of MarketingNorth AmericaSales Contact: Paul Abel, GlobalHead of Business Development andStrategy

Call Center Information: # of Agents: 7,000 # of Seats: 6500International Locations: CanadaIndia UK% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: Customer Acquisition; CustomerRetention; Customer Service; HelpDesk; Order Processing; ServiceTech Support; Travel Reservations;Up-sell/Cross-sell

VERTEX BUSINESS SERVICES

VILLAGE MARKETING CONCEPTSATA Chapter: Mid-Atlantic

700 Eastgate Dr, Suite 700Mt Laurel, NJ 08054856-252-1500


Company Contacts: Primary Contact: Michael Frierman,EVP Director of Marketing &Technology

VIPDESKATA Chapter: Potomac

324 N. Fairfax StreetAlexandria, VA [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Insurnace; Retail; TravelLeisure

Company Contacts: Primary Contact: Tim Gordon, SVP,Service DeliveryBusiness Development Contact:James Koller, Sr. Business AnalystHR Contact: Vanina Colombo, HRDirectorMarketing Contact: Linda Dickerhoof,PR Director

Call Center Information: # of Seats: Virtual Center% of Inbound Volume: 76% to 100%% of Outbound Volume: Less than25%

Business Specialties: B2C; Branding Services; CustomerRetention; Customer Service; Multi-lingual Support; Travel Reservations;Up-sell/Cross-sell; Other

VIRIDO LLCATA Chapter: Arizona

6626 East OberlinScottsdale, AZ [email protected]


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Gary Finney, Owner- Founder

Call Center Information: # of Seats: 12,000International Locations: India% of Outbound Volume: 25% to 50%

Business Specialties: Appointment Setting; B2B; B2C;Branding Services; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service; LeadGeneration; Multi-lingual Support;Third Party Verification; Up-sell/Cross-sell

VOICELOGICATA Chapter: International

662 King Street West, Suite 205Toronto, ON M5V 1M7CANADA800-973-1870416-504-8254info@voielogic.comwww.voicelogic.com


Industries Served: Automotive; Consumer Products;Entertainment; Finance; FundRaising Charity; Govt Political;Hardware; Healthcare; Insurnace;Internet Tech; Manufacturing; Retail;Software; Travel Leisure; TV Satellite;Utlitites; Other

Company Contacts: Primary Contact: Cesar Correia,PresidentBusiness Development Contact:Laura Leduc, Business DevelopmentManagerCompliance Contact: Cesar Correia,PresidentLegal Contact: Cesar Correia,PresidentHR Contact: Cesar Correia, PresidentMarketing Contact: Laura Leduc,Business Development ManagerSales Contact: Laura Leduc,Business Development Manager

Call Center Information: # of Seats: 150International Locations: Toronto,Canada% of Inbound Volume: Less than 25%% of Outbound Volume: 76% to 100%

Business Specialties: Appointment Setting; B2B; B2C;Branding Services; CustomerRetention; Customer Service;Database Marketing; Dealer ProductsLocation; Fundraising; LeadGeneration; MarketingResearch/Survey; Multi-lingualSupport; Order Processing; Up-sell/Cross-sell

WEST CORPORATIONATA Chapter: MidwestATA PLATINUM MEMBER

11808 Miracle Hills DriveOmaha, NE [email protected]

Company Type: Contact Center# Years in Business: 24# of Employees: 41,000

Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Internet Tech; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Mark Frei, SVP,SalesCompliance Contact: Janette Nelson,Sr. CouncelMarketing Contact: Mack McKenzie,VP Marketing

Call Center Information: International Locations: Philippines

Business Specialties: 1-800 Toll-free; B2B; B2C; BusinessProducts/Services; Collections;Customer Acquisition; CustomerRetention; Customer Service; HelpDesk; Lead Generation; Multi-lingualSupport; Order Processing; ServiceTech Support; Travel Reservations;Up-sell/Cross-sell


W

WHITE POINT LEADS GROUP, LLCATA Chapter: Florida

362 Gulf Breeze Pkwy., Suite 350Gulf Breeze, FL [email protected]


Industries Served: Healthcare; Insurnace; Other

Company Contacts: Primary Contact: J. Glenn Goodroe,President


Business Specialties: B2B; B2C; BusinessProducts/Services; CustomerAcquisition; Customer Retention;Customer Service; DatabaseMarketing; Lead Generation; OrderProcessing; Up-sell/Cross-sell

WINNING STRATEGIES MARKETINGATA Chapter: South Central

1111 E Tyler StCanton, TX 75103903-567-2400903-567-6402info@wsimail.comwww.winning-strategies.com


Industries Served: In-house Contact Center

Company Contacts: Primary Contact: Andy Reese,Operations DirectorBusiness Development Contact: AndyReese, Operations DirectorCompliance Contact: Andy Reese,Operations DirectorLegal Contact: Olaf Turek, CorporateCounselHR Contact: Donna Gaddis, HRManagerMarketing Contact: Stan Stanberry,Vice President


Business Specialties: Other

WW-OUTSOURCING INTERNATIONAL SERVICES, INC.ATA Chapter: Florida

2810 E Robinson StreetOrlando, Fl [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare; HRRecruiters; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites;Medical;

Company Contacts: Primary Contact: Doris Primicerio,PresidentBusiness Development Contact:Doris Primicerio


W


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1 2 1 DIRECT RESPONSEATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

9350 Ashton Road, Suite 202Philadelphia, PA 19114215-333-5900215-333-1583discounts@121directresponse.comwww.121directresponse.com


Industries Served:TV Satellite; Utlitites; ConsumerProducts; Credit Cards;Entertainment; Finance; FundRaising Charity; Govt Political

Company Contacts:Primary Contact: Stuart Discount,President CEOBusiness Development Contact: GaryDiscount, Business DevelopmentDirectorCompliance Contact: Jenn Lyons,Compliance DirectorLegal Contact: Mitch RothHR Contact: Melodi Moskowitz, HRDirectorSales Contact: Sally Cordova,Business Development Director

1-800-DENTISTATA Chapter: West Coast

6060 Center Drive7th FloorLos Angeles, CA [email protected]



Company Contacts: Primary Contact: Steve Sorensen, VPOperations

360CRMATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

204 Carter DriveWest Chester, Pa [email protected]

Company Type: Industry Supplier# Years in Business: 7# Years ATA Member: 7# of Employees: 55

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Healthcare; Insurance;Internet Tech; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites; Banking

Company Contacts:

Primary Contact: Rob MarshallCOOBusiness Development: Rob MarshallCompliance Contact: Dave Sutcliffe,CFOMarketing Contact: Ian Santry, SrManagerSales Contact: Mark Boehmer, Sr VP

3CLOGICATA Chapter: Potomac

9700 Great Seneca Hwy.Rockville, MD [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Raj Sharma,PresidentBusiness Development Contact:Mohita Chawla, Director of BusinessDevelopmentCompliance Contact: Ramana Reddy,Director of Product Development

66ATA MEMBERSHIP DIRECTORY

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A MARKETING RESOURCEATA Chapter: Midwest

1185 North Concord Street, Suite 300South Saint Paul, MN 55075651-256-6170651-451-7410www.amr-advantage.com

Company Type: Contact Center# Years in Business: 10# of Employees: 200+

Industries Served: Internet Tech; TV Satellite; Utlitites;Newspapers

Company Contacts: Primary Contact: Barb Jones,General ManagerHR Contact: Stefanie Sutton, HumanResourcesSales Contact: Barry O’Rourke,Director of Sales

ACCENT MARKETING SERVICES, LLCATA Chapter: Ohio Valley

400 Missouri Ave., Suite 100Jeffersonville, IN 47130812-206-6200812-206-6201info@accentonline.comwww.accentonline.com

Company Type: IntegratedMarketing Services# Years in Business: 17# of Employees: 2500Industries Served: ConsumerProducts; Finance; Govt Political;Healthcare; Insurance;Manufacturing; Mobile; Retail;Telecom; Travel Leisure; TV Satellite

Company Contacts:Primary Contact: Kevin Foley,President and CEOBusiness Development Contact: CurtBimschleger, EVP, BusinessDevelopmentCompliance Contact: Ashley Petty,Corporate Compliance ManagerLegal Contact: Chris Dauk, CheifFinancial OfficerHR Contact: Laura Carpenter, CheifPeople OfficerMarketing Contact: Kelly Hilton,Director, Marketing and CorporateCommunicationsSales Contact: Connie Meehan,Business Development Specialist

ADAMS HUSSEY & ASSOCIATESATA Chapter: Mid-Atlantic

1600 Wilson Blvd., Suite 300Arlington, VA 22209(703) 248-0025


Company Contacts:Primary Contact: Matthew Guerin,Senior Account Executive

ADITYA BIRLA MINACSATA Chapter: MidwestATA PLATINUM MEMBER

34115 W. Twelve Mile Rd.Farmington Hills, MI 48331248-553-8355248-488-3696jesse.brown@minacs.adityabirla.comwww.adityabirlaminacs.com


Industries Served: Automotive; Consumer Products;Finance; Manufacturing; Retail;Telecom

Company Contacts: Primary Contact: Michael Iseyemi,Global Chief Security Officer

ADMINISTAFF, INC.ATA Chapter: South Central

19001 Crescent Springs DriveKingwood, TX [email protected] www.administaff.com

Company Type: ProfessionalEmployer Association (PEO) # Years in Business: 24# Years ATA Member: 12# of Employees: 1000

Company Contacts:Primary Contact: Linda Jones,Director, Contact Center


ADT SECURITY SYSTEMS INCATA Chapter: Florida

10550 Deerwood Park Blvd N, Ste 200Jacksonville, FL 32256904-646-5226


Company Contacts:Primary Contact: Sherrill Klimchak,Operations Manager

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ADVANCED CALL CENTER TECHNOLOGIES LLCATA Chapter: Mid-Atlantic

1235 Westlakes Drive, Suite 160Berwyn, PA [email protected]


Company Contacts: Primary Contact: Hunter Croft, VPSalesBusiness Development Contact:Russel Hughes, VP Sales

ADVANCED CONTACT SOLUTIONS INC.ATA Chapter: International

9th Floor Citibank Centre 8741 Paseode Roxas Salcedo VillageMakati City, Metro Manila, 01227PHILIPPINES+632 8845200+632 [email protected]


Industries Served: Credit Cards; Finance; Healthcare;Internet Tech; Telecom; TV Satellite

Company Contacts: Primary Contact: Roland Gaerlan,Vice President - BusinessDevelopmentBusiness Development Contact:Roland Gaerlan, Vice President -Business DevelopmentCompliance Contact: Gigs PPatanao, VP - Human ResourcesLegal Contact: Perry Maldia, LegalCounselHR Contact: Gigs Patanao, VP -Human ResourcesMarketing Contact: Roland U.Gaerlan, VP - Business DevelopmentSales Contact: Roland U. Gaerlan,VP - Business Development

ADVANTAGE, INC.ATA Chapter: Potomac

2300 Clarendon Blvd., Suite 1004Arlington, VA [email protected]



Company Contacts: Primary Contact: James Query,Director of Operations


A

AEGIS COMMUNICATIONS GROUP, INC.ATA Chapter: South Central

8201 Ridgepoint DriveIrving, TX 75063800-332-0266972-868-0267info@aegisglobal.comwww.aegisglobal.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Healthcare; Insurnace;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Hough Marshall,Director of Legal and Corporate RiskManagementBusiness Development Contact: KenEpstein, SVP of SalesCompliance Contact: Latrisha Norris,V.P. of Insurance ServicesLegal Contact: Peter G. Phan, V.P. ofLegalHR Contact: Mary Mullen, V.P. ofCorporate HRMarketing Contact: Peter Hargitay,V.P. of MarketingSales Contact: Bill Shirk, SVP ofSales North America, Costa Rica,The Philiippines”

AEGON DIRECT MARKETING SERVICESATA Chapter: South CentralATA PLATINUM MEMBER

2700 W. Plano ParkwayPlano, TX 75075972-881-6000972-881-6122aboatman@aegonusa.comwww.aegondms.com

Company Type: Telservices User# Years in Business: 30+# Years ATA Member: 10+# of Employees: 2435

Industries Served: Insurance

Company Contacts:Primary Contact: Alan Boatman,Director of Teleservices SupportLegal Contact: Michael Eubanks,SVP & General Counsel

AFFINAATA Chapter: Chicago Metro

2001 Ruppman PlazaPeoria, IL 61614877-423-3462


Company Contacts: Primary Contact: Holly Beatty, VPBusiness Development

AFFINION GROUPATA Chapter: NY MetroATA PLATINUM MEMBER

6 High Ridge RoadStamford, CT [email protected]


Industries Served: Consumer Products; Credit Cards;Insurance; Travel Leisure

Company Contacts:Primary Contact: Kerry Gay, VicePresident, Marketing Services

AGR GROUP INC.ATA Chapter: West Coast

13902 Harbor Blvd, Suite 2CGarden Grove, CA 92843714-245-7151


Company Contacts: Primary Contact: Matt Judkin, CEO


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ALERT COMMUNICATIONSATA Chapter: West Coast

2437 Grand AvenueVentura, CA 93003805-650-4949805-642-6327frances.s@alertcommunications.comwww.alertcommunications.com


Industries Served: Automotive; Consumer Products;Finance; Healthcare; Insurnace;Manufacturing; Mobile; Retail;Software; Telecom

Company Contacts: Business Development Contact:Frances Starr, Director of Sales &MarketingMarketing Contact: Frances Starr,Director of Sales & MarketingSales Contact: Steve Knipping,National Account Executive

ALL AMERICAN DISHATA Chapter: Midwest

7999 Knue Road, Suite 200Indianapolis, IN 46250317-845-4400317-842-3961mmountford@sobongo.comwww.allamericandish.com


Industries Served: Consumer Products; Entertainment;Retail; Telecom; TV Satellite

Company Contacts: Primary Contact: Michael Mountford,CEOBusiness Development Contact: JonPardieck, President CFOCompliance Contact: Adam Young,Operations ManagerHR Contact: Tiffany Hooker, HumanResources ManagerMarketing Contact: Machelle Young,Marketing CommunicationsCoordinatorSales Contact: Tim Ford, Call CenterManager

ALLANT GROUPATA Chapter: Chicago MetroATA PLATINUM MEMBER

2056 Westings Aenue, Suite 500Naperville, IL 60563630-778-2736630-355-8374jmaratea@allantgroup.comwww.allantgroup.com

Company Type: Marketing ServiceProvider# Years in Business: 26# Years ATA Member: 20# of Employees: 210

Industries Served: Automotive; Credit Cards; Finance;Insurance; Manufacturing; Retail;Telecom; Travel Leisure; TV Satellite

Company Contacts:Primary Contact: Jim Maratea, VicePresidentBusiness Development Contact: JimMaratea, Vice PresidentHR Contact: Rich Lehr, DirectorMarketing Contact: Dave Irwin,Executive Vice PresidentSales Contact: Jim Maratea, VicePresident

ALLIANCEATA Chapter: South Central

1050 W. Pipeline Road, Suite 103Hurst, TX 76053817-284-7691817-284-2753info@alliancedms.comwww.alliancedms.com


Industries Served: Automotive; Finance; Govt Political;Healthcare; Insurnace; Internet Tech;Manufacturing; Retail; Software;Utlitites; Other

Company Contacts: Primary Contact: Don Williams,President


A

ALLSEC TECHNOLOGIES LTD.ATA Chapter: Southeastern

5 Independence way, Suite 300Princeton, NJ 08540678-560-7841678-868-1560sales@allsectech.comwww.Allsectech.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Retail; Telecom; Travel Leisure;Utlitites

Company Contacts: Primary Contact: Rafael Martinez,SVP Business Development

ALLSTATE INSURANCE COMPANYATA Chapter: Chicago MetroATA PLATINUM MEMBER

2775 Sanders Road; Ste. D3NNorthbrook, IL [email protected]

Company Type: Insurance# Years ATA Member: 2


Company Contacts:Primary Contact: Dave Henreckson,Marketing Compliance Manager

ALLUS, GLOBAL BPO CENTERATA Chapter: Ohio ValleyATA PLATINUM MEMBER

1375 Windswept DriveGreenwood, IN 46143317-887-1015317-887-3024kendrick.hubele@allus.comwww.allus.com


Industries Served: Consumer Products; Credit Cards;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurnace;Mobile; Retail; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Kendrick Hubele,VP of US Sales

ALORICA INC.ATA Chapter: West Coast

14726 Ramona Ave, 3rd Floor Chino, CA 91710909-606-3600


Company Contacts:Primary Contact: Scott Henrichsen,Senior VP

ALPINE ACCESS, INCATA Chapter: Mountain

1120 Lincoln Street, Suite 1400Denver, CO 80203303-279-0585303-279-0584drussell@alpineaccess.comwww.alpineaccess.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: David Russell,Executive DirectorBusiness Development Contact:David Russell, Executive DirectorMarketing Contact: David Russell,Executive Director


ALSAC/ST. JUDE CHILDREN’S RESEARCH HOSPITALATA Chapter: Ohio Valley

PO Box 1313New Albany, IN 47151901-213-5705

Company Type: Telservices User

Company Contacts:Primary Contact: Kathryn Burress,Business Continuity Planner/Advisor

A

ALTA COLLEGES, INCATA Chapter: Mountain

2000 S. Colorado Blvd #2-800Denver, CO 80222303-464-2491303-691-5701yharris@westwood.eduwww.westwood.edu

Company Type: Educational# Years in Business: 4# Years ATA Member: 1# of Employees: 3200

Industries Served: Consumer Service

ALTITUDE SOFTWAREATA Chapter: Chicago Metro

90 Allstate Parkway, Suite 601Markham, ON L3R [email protected]


Industries Served: Software

Company Contacts:Primary Contact: Mark Lepko,President, North AmericaBusiness Development Contact: MarkLepko, President, North AmericaCompliance Contact: Mark Lepko,President, North AmericaLegal Contact: Mark Lepko,President, North AmericaHR Contact: Mark Lepko, President,North AmericaMarketing Contact: Nuno Periquito,Marketing Manager, President, NorthAmerica

AMERICALL GROUP, INC.ATA Chapter: Chicago Metro

1230 East Diehl Road, Suite 300Napverville, IL 60563630-955-9100630-955-9955gakestler@americallgroup.comwww.americallgroup.com



Company Contacts:Primary Contact: George Kestler,President & CEOBusiness Development Contact:George A. Kestler, President & CEOCompliance Contact: George A.Kestler, President & CEOLegal Contact: Kathryn Korn, LegalCounselHR Contact: Lynette Lingard, VPHuman ResourcesMarketing Contact: George A. Kestler,President & CEOSales Contact: George A. Kestler,President & CEO

AMERICAN CANCER SOCIETYATA Chapter: Ohio Valley

1755 Abbey RoadEast Lansing, MI 48823813-253-0541


Company Contacts:

Primary Contact: Richard Drabek,Call Center Manager


A

AMERICAN CUSTOMER CARE, INC.ATA Chapter: NY Metro

225 North Main StreetBristol, CT 06010800-267-0686


Company Contacts: Primary Contact: Chris Molloy,Director of Finance

AMERICAN EXPRESS ATA Chapter: NY MetroATA PLATINUM MEMBER

200 Vesey StreetNew York, NY 10285212-640-0986212-640-0313www.americanexpress.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Insurance; Retail;Travel Leisure

AMERICAN EXTERIORSATA Chapter: Mountain

1169 W Littleton BlvdLittleton, CO [email protected]


Company Contacts:Primary Contact: Greg Garcia, VPMarketing

AMERICAN HOME SHIELDATA Chapter: Southeastern

889 Ridge Lake BlvdMemphis, TN 38120901-597-8111


Company Contacts:Primary Contact: Tammy Haft,Paralegal

AMERICAN HONDA FINANCE CORPORATIONATA Chapter: West CoastATA PLATINUM MEMBER

20800 Madrona AveTorrance, CA [email protected]

Company Type: Financial Services# Years in Business: 30# Years ATA Member: 1# of Employees: 1350

Industries Served: Automotive

Company Contacts:Primary Contact: Blair Williams,Senior Analyst-Regulations

AMERICAN RESIDENTIAL SERVICESATA Chapter: South Central

110 Lantana HollowBorne, TX 78006210-316-9995


Company Contacts:Primary Contact: Stacy Kelly, Directorof Outbound


AMERICAN RESORT DEVELOPMENT ASSOCIATIONATA Chapter: Potomac

1201 15th Street, N.W., Suite 400Washington, DC 20005407-245-7601www.arda.org

Company Type: Other

Company Contacts:Primary Contact: Sandra YartinDePoy, Vice President, GovernmentAffairs

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AMERICAN WATER RESOURCESATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

1025 Laurel Oak RoadVoorhees, NJ 08043856-359-2712856-359-2760cs@amwater.comwww.amwaterresources.com


Industries Served: Insurance; Utlitites

Company Contacts:Primary Contact: Jeremy Kierman,Marketing ManagerMarketing Contact: Barbara Boyarsky,Vice President

AMERICATEL CALL CENTER, S.A. DE C.V.ATA Chapter: CALA

Calle Nueva 1, No. 3820Col. EscalonSan SalvadorEL SALVADOR503-226-0158


Company Contacts:Primary Contact: Elisa Sanchez,General Manager

AMERIMARK DIRECT, L.L.C.ATA Chapter: Ohio Valley

6864 Engle RoadMiddleburg Hts., OH 44130440-325-2000


Company Contacts:Primary Contact: WendyMoneypenny, Director of CustomerServices

ATA Chapter: Ohio ValleyATA PLATINUM MEMBER

4535 Strausser St NWN Canton, OH [email protected]


Industries Served: Consumer Products; Entertainment;Fund Raising Charity; Govt Political;Healthcare; Insurance; Travel Leisure;TV Satellite; Utlitites

Company Contacts: Primary Contact: Jim Beuoy, Dir, QA& Corp Compliance

AMERIDIAL

AMSHER OUTSOURCING INC. ATA Chapter: Southeastern

600 Beacon Pkwy West , Suite 300 Birmingham, AL 35209


Company Contacts:Primary Contact: Chris Hackney,Chief Production Officer


A

ANSAFONE CONTACT CENTERSATA Chapter: West Coast

145 East Columbine AveSanta Ana, CA [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Internet Tech;Retail; Travel Leisure

Company Contacts: Primary Contact: Randy Harmat,CEOBusiness Development Contact: BretButterfield, VP BusinessDevelopment & MarketingCompliance Contact: JenniferOliverous, SR VP of OperationsMarketing Contact: Bret Butterfield,VP Business Development &Marketing

ANSWERNETATA Chapter: Mid-Atlantic

2325 Maryland Road, Suite 210Willow Grove, PA 19090800-411-5777215-659-6486answer@answernet.comwww.answernet.com



Company Contacts: Primary Contact: Gary Pudles,President and CEOBusiness Development Contact:David Kravitz, Senior Sales ManagerCompliance Contact: Patrick Wills,Director of Technical ServicesLegal Contact: Betty Babjak,Corporate Attorney & Manager ofLegal AffairsHR Contact: Albert Curcio, HumanResources ManagerMarketing Contact: Chris Pfister,Director of MarketingSales Contact: David Grubb, Directorof Marketing

APAC CUSTOMER SERVICE, INCATA Chapter: Florida

10 SE Central Pkwy, Suite 240Stuart, FL 34994847-374-3218772-220-0351addibari@apacmail.comwww.apaccustomerservices.com


Industries Served: Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Internet Tech; Mobile; Shipping;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Arthur DiBari, SVPof OperationsBusiness Development Contact: ScottWilson, VP of Support ServicesCompliance Contact: MarkMcDermott, CIOLegal Contact: Robert Nachwalter,General CounselHR Contact: Michael Hoehne, VP ofHuman ResourcesMarketing Contact: Jon Mahrt, VP ofMarketingSales Contact: Chris Crowley, SVP ofSales

APX ALARM SECURITY SOLUTIONS, INCATA Chapter: MountainATA PLATINUM MEMBER

4931 N. 300 W.Provo, UT [email protected]

Company Type: Home SecurityTelesales# Years in Business: 11# Years ATA Member: 1

Industries Served: Home Security

Company Contacts:Primary Contact: Kevin O’Barr,Director of Lead GenerationBusiness Development Contact:Jesse Leishman, BusinessDevelopment Manager


A

ARIAATA Chapter: Midwest

717 West St. Germain StreetSt. Cloud, MN 56301320-259-5206320-258-2754chuck.lucas@ariacallsandcards.comwww.ariacallsandcards.com


Industries Served: Fund Raising Charity; B2B

Company Contacts: Primary Contact: Chuck Lucas, CEO& PresidentBusiness Development Contact:Catherine I. Winge, Executive VicePresident & PrincipalCompliance Contact: Camille A.Zumwalde, Vice President -ComplianceHR Contact: Lisa J. Schroeder,Director - Human Resources

ARISE VIRTUAL SOLUTIONS INCATA Chapter: Florida

3450 Lakeside Drive, Suite 620Miramar, FL 34747954-392-2630

Company Type: Other

Company Contacts:Primary Contact: Gayle Gosselyn,Benefits Administrator

ARIZONA INDUSTRIES FOR THE BLINDATA Chapter: Arizona

515 N. 51st Ave., Ste. 130Phoenix, AZ [email protected]/aib



Company Contacts:Primary Contact: John O’Leary,Director - Sales & MarketingBusiness Development Contact: JohnO’Leary, Director - Sales & MarketingHR Contact: Dana Clayton, HRManagerMarketing Contact: John O’Leary,Director - Sales & MarketingSales Contact: John O’Leary, Director- Sales & Marketing

ARLEDGE PARTNERS REAK ESTATE GROUPATA Chapter: South Central

5307 E. Mockingbird Lane, Suite 675Dallas, TX 75206214-696-4800214-696-4048susana@arledgepartners.comwww.arledgepartners.com

Company Type: Site Selection/ReealEstat# Years in Business: 18# Years ATA Member: 5# of Employees: 10

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Susan Arledge,President and CEO

AVANZA EXTERNALIZACION DE SERVICIOSATA Chapter: CALA

C’Isabel de Colbrand, 8-3ra PlantaMadrid 28050COLOMBIA34917407240


Company Contacts:Primary Contact: Carlos Mejia,Commercial Director


A

ASK TELEMARKETING, INC.ATA Chapter: South Central

5815 Carmichael RoadMontgomery, AL 36117334-387-2758334-387-2759rburley@asktelemarketing.comwww.asktelemarketing.com


Industries Served: Consumer Products; Govt Political;Insurnace; Internet Tech; Retail;Telecom; TV Satellite

Company Contacts: Primary Contact: Rick Burley,PresidentBusiness Development Contact: RickBurley, PresidentCompliance Contact: ChuckColeman, Center DirectorHR Contact: Roxanne Holland,Director Human ResourcesMarketing Contact: Rick Burley,PresidentSales Contact: Rick Burley, President

ASSOCIATED BANK CORP. & ASSOCIATED BANK N.AATA Chapter: Chicago MetroATA PLATINUM MEMBER

1305 Main StreetStevens Point, WI [email protected]



Company Contacts:Primary Contact: Lorraine Avery,Senior Vice President, Director

ASSOCIATED COMMUNITY SERVICESATA Chapter: Ohio ValleyATA PLATINUM MEMBER

29777 Telegraph Rd, Suite 3000Southfield, MI [email protected]

Company Type: Telservices User# Years ATA Member: 2

Industries Served: Fund Raising Charity

ASSURANT SOLUTIONSATA Chapter: Mid-Atlantic

59 Weaver DriveMarlton, NJ [email protected]


Industries Served: Consumer Products; Credit Cards;Insurance; Mobile; Other

Company Contacts:Primary Contact: Marshall Ogen,Director

ASTUTE SOLUTIONSATA Chapter: Ohio Valley

2400 Corporate Exhange Dr Ste 150Columbus, OH 43231614-508-6143


Company Contacts:Primary Contact: Lorie Angalich, VPMarketing


B

AVCOMM SOLUTIONS, INC.ATA Chapter: Midwest

324 8th St.Aurora, NE 68818866-998-9991402-694-3584sales@avcommsolutions.comwww.avcommsolutions.com


Company Contacts:Primary Contact: Sara Diaz, AccountDevelopment ManagerBusiness Development Contact: SaraDiaz, Account Development ManagerMarketing Contact: Lisa Rasmussen,Marketing DirectorSales Contact: Sara Diaz, AccountDevelopment Manager

BANK OF AMERICAATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

550 Blair Mill RoadPA6 588 01 02Horsham, PA 19044215-328-5206215-328-5217Lorraine.a.Moffa@bankofamerica.comwww.bankofamerica.com

Company Type: Financial Institution# Years in Business: 10# Years ATA Member: 10# of Employees: 9

Industries Served: Consumer Products; Credit Cards;Insurance

Company Contacts:Primary Contact: James Baker, SrVice President

ATA Chapter: South Central

Rio Churubusco Anil s/nColonia Granjas Mexico City 08400MEXICO5255 513333005255 [email protected]

Company Type: Contact Center# Years in Business: 14+# Years ATA Member: 2# of Employees: 3500+

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; Insurnace; Internet Tech;Mobile; Retail; Software; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Manuel Primo,Offshore Sales ManagerBusiness Development Contact:Magally Gamez, BusinessDevelopment DirectorHR Contact: Armando Gomez,Human Resources DirectorMarketing Contact: Manuel Primo,Offshore Sales ManagerSales Contact: Gesuina Setzu, VP ofBusiness Development

B-CONNECT SERVICES

BLANCHARD LAW GROUPATA Chapter: West Coast

3311 East Pico BoulevardLos Angeles, CA 90023323-268-6858

Company Contacts:Primary Contact: Lonnie Blanchard,Lawyer

BLOOD SYSTEMS CUSTOMER CONTACT CENTERATA Chapter: Arizona

20-B ConcordEl Paso, TX 79906915-775-5700915-887-0652cbutts@bloodsystems.orgwww.bloodsystems.org

Company Type: Contact Center# of Employees: 300


Company Contacts: Primary Contact: David Veloz,ExecutiveHR Contact: Corinne Butts, HumanResources Director


B

BLOOSKY INTERACTIVEATA Chapter: West Coast

9 Pasteur, Suite 100Irvine, CA [email protected]


Industries Served: Consumer Products; Internet Tech;Retail

Company Contacts: Primary Contact: Spencer Henry,Chief Operations Manager

BLUE CROSS BLUE SHIELD OF FLORIDAATA Chapter: Florida

4800 Deerwood ParkwayDCC8-5Jacksonville, FL [email protected]

Company Type: Other# Years in Business: 10# Years ATA Member: 5# of Employees: 75


Company Contacts:Primary Contact: Jacquelyn Coffey,Director, BlueDirect Sales

BLUE VALLEY TELEMARKETING INCATA Chapter: Midwest

1555 Piny Express HighwayHome, KS [email protected]


Industries Served: Consumer Products; Fund RaisingCharity; Govt Political; Healthcare;HR Recruiters; Insurance; InternetTech; Manufacturing; Telecom; TravelLeisure

Company Contacts:Primary Contact: Amy Detimore,General Manager HR Contact: Jami Schotte, HR Mgr

BLUEGREEN CORPORATIONATA Chapter: Ohio ValleyATA PLATINUM MEMBER

3500 W. Depauw Blvd.Pyramid 2, 6th Floor, Suite #2060Indianapolis, IN [email protected]

Company Type: Timeshare# Years in Business: 20# Years ATA Member: 20


BOLDER CALLSATA Chapter: Mountain

3220 Prairie AveBoulder, Co 80301303-415-9830303-415-9025info@boldercalls.comwww.boldercalls.com


Industries Served: Consumer Products; Finance; GovtPolitical; Hardware; Healthcare;Insurnace; Internet Tech;Manufacturing; Software; Telecom;Utlitites

Company Contacts: Primary Contact: Vic Weese, CEOBusiness Development Contact: VicWeeseCompliance Contact: LeGrandBonnett, Call Center ManagerMarketing Contact: Karyn Weese,Vice PresidentSales Contact: Bill Hayes, SeniorAccount Representative


C

BOSMA ENTERPRISESATA Chapter: Chicago Metro

8020 Zionsville RoadIndianapolis, IN 46268877-814-3556


Company Contacts: Primary Contact: Carl Williams,Project Manager

BOSSA NOVA RISK SOLUTIONS, LLCATA Chapter: West Coast

2561 Jardin ManorWeston, FL 33327954-882-8706


Company Contacts:Primary Contact: Roy Ludwig,General Director

BROADCAST MUSIC, INC. (BMI)ATA Chapter: Southeastern

10 Music Square ENashville, TN 37203615-401-2823


Company Contacts:Primary Contact: Larry Stevens,Assistant Vice-President

BRYCE HARRISON INC (AKA VANGUARD USA)ATA Chapter: Midwest

11875 Gray Eagle DriveFishers, IN 46037317-250-8885info@newsystemsthinking.comblog.newsystemsthinking.com

Company Type: Consultants / Trainers# Years in Business: 16# Years ATA Member: 1# of Employees: 2

Industries Served: Automotive; Credit Cards; Finance;Govt Political; Healthcare; Insurance;Retail; Software; Telecom; TVSatellite; Utlitites

Company Contacts:Primary Contact: Tripp Babbitt,President

BUSINESS XTENDINGATA Chapter: CALA

10 John F. Kennedy AveSanto DominigoDOMINICAN REPUBLIC809-541-5200


Company Contacts:Primary Contact: Carlos Pellerano,General Manager

CADRE TELESERVICESATA Chapter: Midwest

107 South State StreetPO Box 100Terril, IA [email protected]


Industries Served: Publishing

Company Contacts: Primary Contact: Mike Carlson, COOBusiness Development Contact:Doug Nelson, CEOSales Contact: Judy Kelp, Call CenterDirector


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CALIFORNIA MARKETINGATA Chapter: Arizona

8352 Clairemont Mesa BlvdSan Diego, CA 92111858-279-5585858-279-2079samanthat@calmarketing.comwww.calmarketing.com


Industries Served: Consumer Products; Credit Cards;Finance; Fund Raising Charity; GovtPolitical

Company Contacts: Primary Contact: Samantha Tremble,Operations DirectorBusiness Development Contact:Sebio Delapena, Sales andMarketing DirectorCompliance Contact: SamanthaTremble, Operations DirectorHR Contact: Jennifer Heydelaar, HRDirectorMarketing Contact: Sebio Delapena,Sales and Marketing DirectorSales Contact: Sebio Delapena,Sales and Marketing Director

CALL ASSISTANT, L.C.ATA Chapter: Mountain

136 S Main, Suite 320Salt Lake City, UT 84101801-359-2361801-973-2838jennifer@callassistants.comwww.callassistants.com


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Other

Company Contacts: Primary Contact: Jennifer Smith,CTOSales Contact: Dan Robinson,Account Executive

CALL COMPLIANCE, INC.

ATA Chapter: NY MetroATA PLATINUM MEMBER

111 Nesconset Highway, Suite 220Hauppauge, NY 11788516-674-4545516-656-5101info@callcompliance.comwww.callcompliance.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity;Hardware; Healthcare; HRRecruiters; Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Dean Garfinkel,ChairmanBusiness Development Contact:Stefan E. Dunigan, CEOCompliance Contact: Stefan E.Dunigan, CEOLegal Contact: Stefan E. Dunigan,CEOHR Contact: Stefan E. Dunigan, CEOMarketing Contact: Stefan E.Dunigan, CEOSales Contact: Stefan E. Dunigan,CEO

Call Compliance, Inc. is a developer of technology-based compliance solutions for the teleservices industry. OurTeleBlock® system is the first and only blocking product that automatically screens and blocks outbound calls in real-time against available federal, state and proprietary Do-Not-Call lists on a network level. TeleBlock® provides real timeDNC control, and historical tracking of all calling activity enterprise-wide. CCI also offers products focused on properCaller ID Name Display, which improves call answer rates and credibility within target markets, and the RegulatoryGuide and the Registration Guide, co branded with the ATA (www.ata.regulatoryguide.com).


CALLME! STAFFINGATA Chapter: Southeastern

3535 Peachtree Road NE, Suite 520-127Atlanta, GA 30326877-402-2563chris.bracken@callmestaffing.comwww.callmestaffing.com

Company Type: Industry Supplier# Years ATA Member: 1

Company Contacts:Primary Contact: Chris Bracken, CEO

C

CAPITAL ONEATA Chapter: Potomac

15000 Capital One DriveRichmond, VA [email protected]

Company Type: Financial Services

Industries Served: Consumer Products; Finance

Company Contacts:Primary Contact: Peter Gilbert,Assitant General Counsel

CAPITOL MARKETING CONCEPTSATA Chapter: Southeastern

696 1st Avenue NorthSt. Petersburg, FL 33701678-523-8517727-895-8051blayman@capitolmarketing.comwww.capitolmarketing.com

Company Type: Consultants /Trainers# Years in Business: 30# Years ATA Member: 2# of Employees: 200

Company Contacts:Primary Contact: Tom Coffeen, VicePresidentBusiness Development Contact:Brian Layman, Account Executive

CAS INC.ATA Chapter: Midwest

10303 Crown Pt. AveOmaha, NE 68134800-524-0908 [email protected]

Company Type: Service Bureau# Years in Business: 30# Years ATA Member: 10+# of Employees: 50

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Telecom; TV Satellite; Utlitites

Company Contacts:Primary Contact: Scott Swanson,Director of Sales Operations

CASH FEDERAL INC.ATA Chapter: West Coast

3541 Investment Blvd, Suite 5Hayward, CA 94545877-221-3003510-266-3733info@cashfederal.comwww.cashfederal.com



Company Contacts: Primary Contact: ChristopherHamick, C.O.O.


C

CAT TECHNOLOGIESATA Chapter: Florida

169 East Flagler Street Suite 1534Miami, FL 33131305-357-8122305-357-8122info@cat-technologies.comwww.cat-technologies.com


Industries Served: Credit Cards; Entertainment;Healthcare; Insurnace; Internet Tech;Mobile; Telecom; TV Satellite

Company Contacts: Primary Contact: Javier Serafini,CEOMarketing Contact: Aldo Pusterla,Business ManagerSales Contact: [email protected]

CBN STUDENT SERVICES, LLCATA Chapter: NY Metro

1200 South Avenue, #207Staten Island, NY 10314718-761-3800


Company Contacts:Primary Contact: Donnie Mannino,Quality Control Manager

CHEBOYGAN ECONOMIC DEVELOPMENT GROUP, INCATA Chapter: Ohio Valley

PO Box 66Mullett Lake, MI 49761231-627-6922

Company Type: Economic Development Organization

Company Contacts:Primary Contact: Richard Sanford,Executive Committee Member &Major Project Director

CENTER PARTNERSATA Chapter: Mountain

4401 Innovation DriveFort Collins, CO [email protected]


Industries Served: Consumer Products; Credit Cards;Finance; Healthcare; Insurnace;Telecom; Travel Leisure; TV Satellite;Utlitites

Company Contacts: Primary Contact: Jason Sterns,Senior Business DeveloperBusiness Development Contact:Jason Sterns, Senior BusinessDeveloper

CENTRAL STATES INDEMNITYATA Chapter: Midwest

1212 North 96th StreetOmaha, NE 68154402-997-8304402-997-8259www.csi-omaha.com

Company Type: Insurance


Company Contacts:Primary Contact: Mark Spack

CHARLTONATA Chapter: Chicago MetroATA PLATINUM MEMBER

222 West Washington Ave, Suite 200Madison, WI [email protected]


Industries Served: Telecom; TV Satellite

Company Contacts: Primary Contact: John Dragisic,Chairman PresidentBusiness Development Contact:Patrick Whaley, Director of SalesCompliance Contact: Mick Bennett,Director of ComplianceHR Contact: Jane Clark, Director ofHuman Resources


CICERO INC.ATA Chapter: Mid-Atlantic

8000 Regency Pkwy, Suite 542Cary, NC 27518919-380-5000919-380-5121sales@ciceroinc.comwww.ciceroinc.com


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Hardware;Healthcare; Insurance; Software;Telecom; Utlitites

Company Contacts:Primary Contact: Keith Anderson,Director of Client ServicesBusiness Development Contact:Ryne Davis, Business DevelopmentManagementCompliance Contact: JoshuaMarshall, Policy AdministratorHR Contact: Sharon Cothren, HRManagerMarketing Contact: Keith Anderson,Director of Client ServicesSales Contact: Mike Garner, ChiefCustomer Officer

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CIRCULATION DEVELOPMENT, INCATA Chapter: Mid-Atlantic

121 Civic Center Dr. Suite 211Lake St. Louis, MO 63367800-247-2338800-400-4453roboden@circulation.netwww.circulation.net


Industries Served: Newspaper and List\Data Services

Company Contacts: Primary Contact: Rob Oden,Operations DirectorBusiness Development Contact:Carman Salvati, Marketing Director

CIRTECH, INC.ATA Chapter: Arizona

459 N Gilbert Rd, Suite A208Gilbert, AZ 85234480-926-5379


Company Contacts:Primary Contact: Bob Landis,President

CISCO SYSTEMS, INCATA Chapter: West Coast

170 West Tasman Dr.San Jose, CA 95134408-526-4000


Company Contacts:Primary Contact: Kurt Mey, AdvancedTechnologies - Contact CenterSpecialist

CITY OF LOWELLATA Chapter: South Central

216 N. Lincoln st.Lowell, AR [email protected]

Company Type: EconomicDevelopment Organization# Years in Business: 4# Years ATA Member: 1# of Employees: 50


Company Contacts:Primary Contact: Michael Solomon,Director of Planning and economicDevelopment


C

CLIENT SERVICES, INC.ATA Chapter: Midwest

3420 Harry S. Truman Blvd.Saint Louis, Mo 63301636-255-3120636-255-3403silas.goldman@clientservices.comwww.clientservices.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurnace;Retail; Telecom; Travel Leisure; TVSatellite; Utlitites; Collections;Revenue Management; Subrogation

Company Contacts: Primary Contact: Silas Goldman,Senior Development Analyst (Directorof Customer Care and HealthcareMarkets)Business Development Contact: SilasGoldmanCompliance Contact: Scott M.Lindley, Executive Vice PresidentMarketing Contact: Silas GoldmanSales Contact: Silas Goldman

COLONIAL PENN LIFE INSURANCE COMPANYATA Chapter: Mid-Atlantic

399 Market Street, 4th FloorPhiladelphia, PA 19106215-928-6504


Company Contacts:Primary Contact: Carole Hamilton,2nd VP Sales/Service

COMCASTATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

One Comcast CenterPhiladelphia, PA 19103215-286-8646www.comcast.comwww.comcast.net

Company Type: Telservices User# Years in Business: 40+# Years ATA Member: 6# of Employees: 100,000

Company Contacts:Primary Contact: Jane Bulman,Executive Director, Telesales

COMFORT TELECOMMUNICATIONS INC.ATA Chapter: Florida

1407 SE 47th TerraceCape Coral, FL 33904800-399-3224239-945-0288sales@comfortel.comwww.comfortel.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurance; Internet Tech; Retail;Shipping; Travel Leisure; TV Satellite;Utlitites

Company Contacts:Primary Contact: Dave Worth, SalesManager

COMPUCREDIT HOLDINGS CORPATA Chapter: Southeastern

5 Concourse PKY Suite 400Atlanta, GA 30144770-828-1214770-870-5134Sandy.Diaz@Compucredit.comwww.CompuCredit.com


Industries Served: Automotive; Credit Cards; Finance;Retail

Company Contacts:Primary Contact: Sandy Diaz,Director of Operations & VendorManagementMarketing Contact: Sandy Diaz,Director of Operations & VendorManagement


CONCENEXATA Chapter: Florida

1489 West Palmetto Park Road,Suite 375Boca Raton, FL [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare; HRRecruiters; Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Stephen Ward,CEOBusiness Development Contact: GinaDohna, VPCompliance Contact: RafaelEgiazarian, CTOLegal Contact: Sam Navon, CounselHR Contact: Brooke Weinbaum,Director of AdminSales Contact: Gina Dohna, VP

C

CONCENTRA SOLUTIONSATA Chapter: Southeastern

5901 B Peachtree Dunwoody Road,Suite 380Atlanta, GA, 30328770-395-0088


Company Contacts:Primary Contact: John Glantz,President

CONDADO GROUP, INC.ATA Chapter: Midwest

2300 Main Street, Suite 900Kansas City, MO 64108877-970-7600816-587-4908info@condadogroup.comwww.condadogroup.com

Company Type: Consultants / Trainers# Years in Business: 5# Years ATA Member: 3# of Employees: 5

Industries Served: Consumer Products; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurance;Internet Tech; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure

Company Contacts:Primary Contact: Rich Pusateri,PresidentBusiness Development Contact: RichPusateri, PresidentSales Contact: Rich Pusateri,President

CONNECTIVEATA Chapter: CALA

CLL22N #6n-42Of.305CaliCOLOMBIA786-364-8166


Company Contacts:Primary Contact: Liliana Lopez, CEO

CONNEXTIONS.NETATA Chapter: Florida

3600 eCommerce DriveOrlando, FL 32808407-926-2411


Company Contacts:Primary Contact: Gordon Andrew,Senior Vice President, Operations

CONSORCIO DE PROMOCIONES, VENTAS, Y SOLUCIONES ADMINISTRATIVAS S.A. DE C.V.ATA Chapter: CALA245 AndaluciaColonia Alamos, Mexico City 03400MEXICO5.25557E+11


Company Contacts:Primary Contact: Sergio DuenasSuarez, General Director


C

CONTACT BY DESIGNATA Chapter: Midwest

1983 Liberty DriveBloomington, IN 47403317-966-8087contact@contactbydesign.comwww.contactbydesign.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite

Company Contacts: Primary Contact: Guy Hulen, VicePresident of OperationsBusiness Development Contact: TimRice, Business DevelopmentCompliance Contact: Angie Blessing,Client Services CoordinatorLegal Contact: Guy Hulen, VicePresident of OperationsHR Contact: Jon Jefferies, VicePresident Human ResourcesMarketing Contact: Chris Martiniano,Creative DirectorSales Contact: Guy Hulen, VicePresident of Operations and Sales

CONTACT CENTER COMPLIANCEATA Chapter: West Coast

350 E StreetSanta Rosa, CA [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Mike Kovatch, CEOBusiness Development Contact:Ryan Thurman, Dir Sales andMarketingCompliance Contact: Mike Kovatch,CEOLegal Contact: Joe Sanscrainte,Legal CounselHR Contact: Fans Roosen, COOMarketing Contact: Mike Kovatch,CEOSales Contact: Ryan Thurman, DavidKeim, Mike Kovatch, Sales Directors

CONTACT CENTERS OF AMERICA, LLCATA Chapter: Florida

1800 Metrocenter Blvd2100 Common Way RdOrlando, FL [email protected]


Industries Served: Finance; Hardware; Healthcare;Internet Tech; Software; Telecom;Travel Leisure

Company Contacts: Primary Contact: Joseph Jacoboni,President CEOBusiness Development Contact: BrettMartin, Sr. Vice President of Salesand MarketingCompliance Contact: Russ Rossi,Vice President of Support OperationsMarketing Contact: Brett Martin, Sr.Vice President of Sales andMarketingSales Contact: Brett Martin


C

CORPORATE CALL CENTER, INCATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

1400 Union Meeting Road, Suite 202Blue Bell, PA 19422215-283-4248610-879-4541stimbo@corporatecallcenter.comwww.corporatecallcenter.com


Industries Served: Finance; Healthcare; Insurnace;Utlitites; Associations; Class ActionLawsuits; New Product Launches;Product Recalls

Company Contacts: Primary Contact: Sunny Beth Timbo,Human Resources, Licensing &Compliance ManagerBusiness Development Contact: JeanDilley, Client Relations ManagerCompliance Contact: Walter Stokes,HIPAA Compliance OfficerLegal Contact: Dan O’Meara, Partnerat Montgomery, McCracken, Walter &RhoadsHR Contact: Sunny Beth Timbo,Human Reources, Licensing &Compliance ManagerMarketing Contact: Jean Dilley,Marketing ManagerSales Contact: Sunny Beth Timbo,Sales Associate

COVERDELLATA Chapter: Southeastern

1718 Peachtree St NW #276Atlanta, GA 30309404-881-2226904-217-0391ghester@coverdell.comwww.coverdell.com


Industries Served: Consumer Products; Finance;Insurance; Travel Leisure

Company Contacts:Primary Contact: George Hester, SrDirector of Teleservices

CPU2, LLCATA Chapter: Southeastern

1845 Brevard Rd.Arden, NC [email protected]


Industries Served: Consumer Products; Entertainment;Govt Political; Healthcare;Manufacturing; Utlitites

Company Contacts: Primary Contact: DougEngebrethson, Senior VP SalesCompliance Contact: Bruce Dowdy,Teleservices Compliance DirectorHR Contact: Sherri Einsmann,Human Resources DirectorSales Contact: Doug Engebrethson,Senior VP Sales

CR DYNAMICS & ASSOCIATES, INCATA Chapter: Mid-Atlantic

7 East Redwood St6th FloorBaltimore, MD 21202410-347-5600410-347-5603info@crdynamics.comwww.crdynamics.com


Industries Served: Automotive; Consumer Products;Entertainment; Govt Political;Healthcare; Insurnace; Internet Tech;Retail; Shipping; Travel Leisure;Utlitites

Company Contacts: Primary Contact: Charles Ramos,President CEOBusiness Development Contact: PattyRamos, VP of OperationsSales Contact: Patty Ramos, VP ofOperations

CRAWFORD & ASSOCIATESATA Chapter: West Coast

3622 Mt. Diablo Blvd.Lafayette, CA [email protected]


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; FundRaising Charity; Govt Political;Healthcare; Insurance;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure;Utlitites

Company Contacts:Primary Contact: Karen Crawford,President


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CROSS COUNTRY HOME SERVICESATA Chapter: Florida

1625 NW 136th Ave, Ste 20Ft. Lauderdale, FL 33323954-845-1907


Company Contacts:Primary Contact: Jason Shirley,Senior Manager of Telemarketing

CSG PARTNERSATA Chapter: NY Metro

61 Broadway, Suite 1110New York, NY 10006212-433-5500212-385-0538amumblat@csgfin.comwww.csgpartners.com


Industries Served: Automotive; Consumer Products;Entertainment; Finance; Hardware;Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites;Investment Banking

Company Contacts:Primary Contact: Alex Mumblat,Director

CUSTOM RESPONSE TELESERVICESATA Chapter: Midwest

19208 SahlerElkhorn, NE 68022402-827-7979


Company Contacts: Primary Contact: Tim Kremer, ChiefAdministration Officer

CUSTOMER CONTACT STRATEGIES LLCATA Chapter: South Central

4051 Beltway Drive #904Addison, TX [email protected]



Company Contacts:Primary Contact: Michele Rowan,President and CEO


CUSTOMER VALUE PARTNERSATA Chapter: Potomac

3701 Pender Drive, Suite 200Fairfax, VA [email protected]


Industries Served: Credit Cards; Entertainment;Finance; Govt Political; Healthcare;Insurance; Internet Tech; Mobile;Retail; Telecom; TV Satellite; Utlitites

Company Contacts:Primary Contact: Georgianna Crosby,PrincipalMarketing Contact: Amee Singh, Sr.Manager

D

CUSTOMERSERV, LTDATA Chapter: South Central

19901 Southwest FreewaySugar Land, TX [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurance;Internet Tech; Manufacturing; Mobile;Retail; Shipping; Software; Telecom;Travel Leisure; TV Satellite; Utlitites;Retail Office Products

Company Contacts:Primary Contact: Nick Jiwa,Managing DirectorBusiness Development Contact: NickJiwa, Managing Director

CYBER CITY TELESERVICESATA Chapter: NY MetroATA PLATINUM MEMBER

401 Hackensack Ave3rd FloorHackensack, NJ [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity;Hardware; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite; Other

Company Contacts: Primary Contact: Fred Shadding,Senior Vice President BusinessDevelopmentBusiness Development Contact: FredShadding, Senior Vice PresidentBusiness DevelopmentCompliance Contact: AngelaDonaghy, Corporate CounselLegal Contact: Angela Donaghy,Corporate CounselHR Contact: Angela Donaghy,Corporate CounselMarketing Contact: Stacey Chando,Sales and Marketing SupportManagerSales Contact: Fred Shadding, SeniorVice President BusinessDevelopment

DALBEY EDUCATION INSTITUTE, LLCATA Chapter: Mountain

7233 Church Ranch Blvd.Westminster, CO 80021800-620-6700krobledo@dalbeyeducation.comwww.DalbeyEducation.com


Industries Served: Note Industry

Company Contacts:Primary Contact: Kristin Robledo,Compliance Team Lead

DAYMARK SAFETY SYSTEMS


D

ATA Chapter: Ohio Valley

12830 S. Dixie HwyBowling Green, OH 43402800-847-0101419-354-0514info@daymarksafety.comwww.daymarksafety.com

Company Type: Manufacturer# Years in Business: 19# Years ATA Member: 1# of Employees: 130

Industries Served: Healthcare; Foodservice

Company Contacts:Primary Contact: Heidi Chambers,Director, Inside Sales

DECTON INC.ATA Chapter: Arizona

3411 N. 16th Street , Suite 1101Phoenix, Az 85016602-903-7409866-349-4001tsaatzer-pintz@dectoninc.comwww.dectoninc.com

Company Type: Staffing# of Employees: 40

Industries Served: Automotive; Credit Cards; Finance;Fund Raising Charity; Hardware;Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Shipping; Software;Telecom; TV Satellite; Utlitites

Company Contacts:Primary Contact: Steve Beal, OwnerBusiness Development Contact:Peter Beal, Business DevelopmentLegal Contact: Chad Franks, LegalCounselSales Contact: Tamara Saatzer-Pintz,Sales Manager

DEFAULT SERVICING SOLUTIONS, L.L.C.ATA Chapter: Mountain

6560 Greenwood Plaza Blvd #100Englewood, CO [email protected]



Company Contacts:Primary Contact: Cammie Burke,Operations Manager

DEFENDER DIRECT, INC.ATA Chapter: MidwestATA PLATINUM MEMBER

3750 Priority Way South Drive, Suite 200Indianapolis, IN 46240800-860-0303317-810-4723www.defenderdirect.comwww.enjoybettertv.comwww.protectyourhome.com



Company Contacts: Primary Contact: Gregg Albacete,Chief Information OfficerCompliance Contact: Scott DeNardin,Vice President of ComplianceLegal Contact: Mark Colucci, VicePresident & General CounselHR Contact: Carol Whetzel, Directorof Human ResourcesMarketing Contact: Maura Kautsky,Vice President of MarketingSales Contact: Misti Simpson,Director of Sales


D

DIALAMERICAATA Chapter: NY MetroATA PLATINUM MEMBER

960 Macarthur Blvd.Mahwah, NJ 07495201-327-0200201-327-4066jredinger@dialamerica.comwww.dialamerica.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; FundRaising Charity; Govt Political;Healthcare; Insurnace; Telecom; TVSatellite; Utlitites; Other

Company Contacts: Primary Contact: John Redinger, VP,Sales & MarketingBusiness Development Contact: JohnRedinger, VP, Sale & MarketingCompliance Contact: NoreenKaminski, VP, Government Affairs &Compliance

DIALOGUE MARKETINGATA Chapter: Ohio Valley

3252 University Drive #165Auburn Hills, MI 48326734-374-8400


Company Contacts: Primary Contact: Bernie Lillis, EVPBusiness Development

DIAMOND RESORTS INTERNATIONALATA Chapter: Arizona

10600 West Charleston Blvd.Las Vegas, NV 89135702-684-8000Michael.Avila@DiamondResorts.comwww.DiamondResorts.com

Company Type: Telservices User# Years in Business: 5# Years ATA Member: 3# of Employees: 10,000+

Industries Served: Travel Leisure; Vacation Ownership

Company Contacts:Primary Contact: Michael Avila,Paralegal

DIGIVOICEATA Chapter: Ohio Valley

291 N Cleveland-Massillon RdAkron, OH 44333330-668-1195330-665-4816hkloots@digivoice.comwww.digivoice.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare;Insurance; Manufacturing; Mobile;Retail; Shipping; Software; Telecom;Travel Leisure; TV Satellite; Utlitites;Other

Company Contacts:Primary Contact: Hank Kloots,Director of SalesBusiness Development Contact:Hank Kloots, Director of SalesMarketing Contact: Hank Kloots,Director of SalesSales Contact: Hank Kloots, Directorof Sales

DIRECT COMMUNICATION SPECIALISTS LLCATA Chapter: Southeastern

182 Plantation TraceWoodstock, GA 30188770-740-8306dgellerstoff@directcommunication.netwww.directcommunication.net

Company Type: Consultants /Trainers# Years in Business: 20# Years ATA Member: 27

Industries Served: Consumer Products; Credit Cards;Finance; Hardware; Healthcare;Insurance; Internet Tech;Manufacturing; Retail; Software;Telecom; Travel Leisure; TV Satellite;Utlitites; Publishing

Company Contacts:Primary Contact: Darlene Geller-Stoff, President

DIRECTV


D


2230 E. Imperial HighwayEl Segundo, CA [email protected]


Industries Served: Entertainment; TV Satellite

Company Contacts:Primary Contact: Nancy Loftus,Senior ManagerBusiness Development Contact:David Limebrook, DirectorCompliance Contact: Rose Foley, Sr.ParalegalLegal Contact: April Ammeter, VP,Senior CounselHR Contact: Nancy Bower, Sr. HRBusiness PartnerMarketing Contact: Brad Bentley,SVP, Sales & MarketingSales Contact: Brad Bentley, SVP,Sales & Marketing

DISCOVER FINANCIAL SERVICESATA Chapter: MidwestATA PLATINUM MEMBER

2500 Lake Cook RdRiverwoods, IL 60015224-405-4554224-405-4819tonydurst@discover.comwww.discovercard.com

Company Type: Telservices User# Years in Business: 24# Years ATA Member: 5# of Employees: 12,000


DISCOVER HIGHER EDUCATIONATA Chapter: Mountain

3949 S 200 E, Suite A5Salt Lake City, UT 84107801-606-7852


Company Contacts: Primary Contact: Jeremiah Allen, VPof Marketing

DISNEY DESTINATIONS, LLCATA Chapter: FloridaATA PLATINUM MEMBER

P.O. Box 10000Lake Buena Vista, FL 32830


Industries Served: Entertainment; Travel Leisure

DISNEY VACATION CLUBATA Chapter: Florida

200 Celebration PlaceCelebration, FL 34747407-566-3171

Company Type: Other

Company Contacts:Primary Contact: Allen Heeke,Compliance Specialist


DIXON PHONE PLACEATA Chapter: Ohio Valley

5335 N. Tacoma Ave., #3Indianapolis, IN [email protected]


Industries Served: Headsets and Telecom Products

Company Contacts:Primary Contact: Juli Fritsch,PresidentBusiness Development Contact: JuliFritsch, PresidentMarketing Contact: Juli Fritsch,PresidentSales Contact: Steve Fritsch, VicePresident

D

DO NOT CALL COMPLIANCEATA Chapter: West Coast

14320 Ventura Blvd, Suite #207Sherman Oaks, CA 91423800-930-7252888-254-5734contact@donotcallcompliance.comwww.donotcallcompliance.com

Company Type: Industry Supplier# Years in Business: 7# Years ATA Member: 2

Industries Served: Software; Compliance Management

Company Contacts:Primary Contact: Traci Lawson,Director of SalesBusiness Development Contact:Dana Karlin, Compliance Contact:Traci LawsonHR Contact: Kathy Baker, MarketingContact: Traci LawsonSales Contact: Traci Lawson, Directorof Sales

DOW JONES & COMPANYATA Chapter: NY Metro

PO Box 300Princeton , NJ 08543609-520-4235609-520-4274www.dowjones.com

Company Type: Telservices User# Years ATA Member: 10+

Company Contacts:Primary Contact: Maxine Tiger,Associate Director AcquisitionsMarketing OfflineMarketing Contact: Lorri Wagner,Manager, Telephone Marketing

DROZ CONSULTING GROUPATA Chapter: Arizona

117 W Boca Raton Rd.Phoenix, AZ 85023602-570-5247


Company Contacts:Primary Contact: Manny Droz,President

DUNLAP MARKETINGATA Chapter: South Central

12280 Westheimer, Suite 12aHouston, TX 77077281-496-9870281-496-9435miked@dunlapmarketing.comwww.dunlapmarketing.com


Industries Served: Consumer Products; Finance; GovtPolitical; Insurnace; Internet Tech;Manufacturing; Software; Telecom;Utlitites

Company Contacts: Primary Contact: Mike Dunlap,PresidentBusiness Development Contact: MikeDunlap, PresidentCompliance Contact: Mike Dunlap,PresidentHR Contact: Micah Garcia,Operations ManagerMarketing Contact: Mike Dunlap,PresidentSales Contact: Mike Dunlap,President

DVSANALYTICS, INC. ATA Chapter: Arizona

17255 North 82nd Street, Suite 4Scottsdale, AZ 85255480-538-2020480-538-2021marketing@dvsAnalytics.comwww.dvsAnalytics.com


Industries Served: Credit Cards; Finance; Govt Political;Healthcare; Insurance; Retail;Telecom; Travel Leisure; TV Satellite

Company Contacts:Primary Contact: Rachel Sauerbrey,Marketing ManagerBusiness Development Contact:Rachel Sauerbrey, MarketingManagerCompliance Contact: Jay Mayne,CFOLegal Contact: Jay Mayne, CFOHR Contact: Penie Porter, HRDirectorMarketing Contact: RachelSauerbrey, Marketing ManagerSales Contact: Christopher Faulkner,VP of Sales


E

EASTGATE TOWN CENTERATA Chapter: Southeastern

5600 Brainerd Road, Suite D-4Chattanooga, TN [email protected]

Company Type: Real Estate# Years in Business: 5# Years ATA Member: 1# of Employees: 9

Industries Served: Consumer Products; Insurance; TVSatellite

Company Contacts:Primary Contact: Paul Mallchok,General Manager

EBSCO TELESERVICES LLCATA Chapter: Ohio Valley

4150 Belden Village Ave., Suite 401Canton, OH 44718800-456-5105330-492-5205mstocker@ebscoets.comwww.call-ets.com


Industries Served: B2B; B2C; Consumer Products;Healthcare; Manufacturing; Retail;Telecom; Travel Leisure

Company Contacts: Primary Contact: Margie Stocker,Business Delevelopment ManagerMarketing Contact: Diza Burnett,Senior Business DevelopmentManagerSales Contact: Margie Stocker,Business Development Manager

EDGE TELESERVICES, INC.ATA Chapter: Chicago Metro

4042 W. 111th StreetOak Lawn, IL 60453708-857-5000


Company Contacts: Primary Contact: Eileen Durkin,Compliance Officer

EMPIRE EDUCATION GROUP ATA Chapter: Mid-Atlantic

396 Pottsville St. Clair HwyPottsville, PA [email protected]


Industries Served: Education

Company Contacts:Primary Contact: Susan Bogle,Director of Advertising


EPATH LEARNING, INC.ATA Chapter: NY Metro

300 State Street, Suite 400New London, CT [email protected]


Industries Served: Automotive; Consumer Products;Entertainment; Finance; GovtPolitical; Hardware; Healthcare;Insurance; Manufacturing; Mobile;Retail; Shipping; Software; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Donna Lord,Director of MarketingBusiness Development Contact:Charles Hellings, EVP, Sales andMarketing

E

EPLDT VENTUSATA Chapter: NY Metro

2150 Highway 35, Suite 250Sea Girt, NJ 08750973-652-9650


Company Contacts:Primary Contact: Bobby Ferrante, Sr.VP, Sales & Marketing

ETECH, INC ATA Chapter: South CentralATA PLATINUM MEMBER

1903 Berry Drive Nacogdoches, TX [email protected] www.etechinc.com


Industries Served: Consumer Products; Credit Cards;Finance; Internet Tech; Mobile; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites; Other

Company Contacts: Primary Contact: Matt Rocco, ChiefOperating OfficerBusiness Development Contact: JimIyoob, Vice President GlobalDevelopment Compliance Contact: John Tusa, VicePresident Compliance & OperationalExcellence HR Contact: Veronica Ellison, VicePresident Human Resources Sales Contact: Jim Iyoob, VicePresident Global Develpment

EVERGREEN SALES AND MARKETNGATA Chapter: Florida

1449 S Nova RdDaytona Beach, Fl 32137386-258-2400386-258-3475jscully@evergreensales.netwww.evergreensales.net


Industries Served: TV Satellite

Company Contacts: Primary Contact: Jake Scully, SVPOperationsBusiness Development Contact: JakeScully, SVP OperationsCompliance Contact: Carrie Santana,Director Compliance andDevelopmentHR Contact: Carrie Santana, DirectorCompliance and DevelopmentMarketing Contact: Ray Monasterski,SVP Business Development


F

EXECUTIVE BOUTIQUE CONTACT CENTERATA Chapter: NY Metro

Skyrise 2 - 12th FloorAsia Town I.T. ParkCroton on HudsonNAPHILIPPINES800-882-4030mark@executive-boutique.comwww.ebcallcenter.com


Industries Served: Consumer Products; Healthcare;Insurnace; Internet Tech;Manufacturing; Retail

Company Contacts: Primary Contact: Mark Shapiro,Director of Business Development

EXTENDED BUSINESS SERVICESATA Chapter: Mid-Atlantic

2299 Brodhead Road, Suite DBethlehem, Pa 18020610-625-1570610-865-1430sales@extendedbusinessservices.comwww.extendedbusinessservices.com


Industries Served: B2B E-Marketing and Call CenterServices

Company Contacts: Primary Contact: Dave Anthony,President Business Development Contact:Lorraine Horn, VP

F J ASSOCIATES, LLCATA Chapter: South Central

PO Box 12771Wilmington, NC 28405910-452-2643630-983-1056milbergj@aol.comwww.fjassociates.net


Industries Served: Consumer Products; Finance; GovtPolitical; Healthcare; Internet Tech;Software; Telecom; Utlitites;Publishing

Company Contacts:Primary Contact: Jeffrey Milberg, VPBusiness Development Contact:Jeffrey Milberg, VP

FACS GROUPATA Chapter: Ohio Valley

9111 Duke BlvdMason, OH 45040513-573-2114


Company Contacts:Primary Contact: Robyn Wentzel,Manager - Telemarketing

FALZONE & ASSOCIATES LLCATA Chapter: Mid-Atlantic

5 Narothyn Rd.Sellersville, PA 18960215-453-6457215-453-6458maryann@falzoneandassociates.comwww.falzoneandassociates.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity;Healthcare; Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Mary Ann Falzone,President


FINE MARKETING SOLUTIONS, LLCATA Chapter: Florida

600 N Pine Island Rd. , Suite 450Plantation, FL 33076888-914-9990info@finemarketingsolutions.comwww.finemarketingsolutions.com


Industries Served: Automotive; Consumer Products;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurance; Internet Tech; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Jason Fine, ChiefExecutive OfficerMarketing Contact: Bryan Sattler, VPof Marketing

F

FISERV CUSTOM CONTACT AND SERVICES SOLUTIONSATA Chapter: NY Metro

6400 Main Street Amherst, NY 14228716-564-4000donald.edman@fiserv.comwww.fiservlendingsolutions.com


Industries Served: Automotive; Finance; Healthcare;Other

Company Contacts: Primary Contact: Donald Edman,Vice President, OperationsBusiness Development Contact:Steve Bissett, Director of OperationsCompliance Contact: David Cielinski,Compliance DirectorHR Contact: Debbie Dusher-Carella,Senior HR GeneralistSales Contact: Mike Cimato, Salesand Relationship Executive

FIVE9, INC.ATA Chapter: West Coast

7901 Stoneridge Dr., 200Pleasonton, CA925-201-2000


Company Contacts:Primary Contact: David Van Everen,Director, Product Management

ATA Chapter: FloridaATA PLATINUM MEMBER

633 North Orange Ave, MP 203 Orlando, FL 32801407-420-5691jcrespo@orlandosentinel.comwww.orlandosentinel.com

Company Type: Contact Center# Years in Business: 120


Company Contacts: Primary Contact: Jaime Crespo,Florida Teleservices AccountManagerCompliance Contact: Carolyn Hee,Florida Teleservices ComplianceManagerHR Contact: Tenesha Campbell, Sr.HR Consultant Sales Contact: Michael Sullivan,Florida Teleservices Sales Manager

FLORIDA TELESERVICES - ORLANDO SUN SENTINEL MEDIA GROUP

GLOBAL CALL CENTER SERVICESATA Chapter: West Coast

2312 Park Avenue, Suite 610Tustin, CA 92782800-397-2727

Company Contacts:Primary Contact: Russell Barnett,President

GARDANT GLOBAL INC.


G

ATA Chapter: Potomac

6849 Old Dominion Dr., Suite 420McLean, VA [email protected]


Industries Served: Govt Political; Hardware; InternetTech; Manufacturing; Software;Telecom; Security; First Responder

Company Contacts:Primary Contact: Paul Karch,President PrincipalBusiness Development Contact: PaulJ Karch, President Principal

GC SERVICESATA Chapter: South Central

6330 GulftonHouston, TX 77081713-776-6536


Company Contacts:Primary Contact: Joseph Van Nest,General Counsel

GE CAPITAL, RETAIL FINANCEATA Chapter: Chicago MetroATA PLATINUM MEMBER

5595 Trillium Blvd, S 1083Hoffman Estates, IL [email protected]/financing-solutions consumer-finance.html

Company Type: Telservices User# Years in Business: 100+# Years ATA Member: 6# of Employees: 6000+

Industries Served: Credit Cards; Finance; Insurance

Company Contacts:Primary Contact: Patricia Schafernak,Marketing LeaderCompliance Contact: AnnmarieNowak, Senior Manager, ComplianceMarketing Contact: Vicky Allen, Sr.Marketing Leader

GENPACT SERVICES LLCATA Chapter: Ohio Valley

5/F Genpact Building Plaza ANorthgate Cyberzone FilinvestAlabangMuntinlupa, Metro ManilaIN 01780PHILIPPINES


Company Contacts:Primary Contact: Sunil Kumar, CFO

GERBER LIFE INSURANCE COMPANYATA Chapter: NY Metro

445 State StreetFremont, MI 49413800-253-3074231-928-3045esta.mckay@us.nestle.comwww.gerberlife.com



Company Contacts:Primary Contact: Esta McKay, QACompliance SupervisorCompliance Contact: Esta McKay,QA Compliance Supervisor


G

GLOBAL CALLCENTER SOLUTIONS INC.ATA Chapter: West Coast

13106 Sea Knoll CourtSan Diego, CA 92130619-251-3323


Company Contacts:Primary Contact: Kurt Heitmann,President / CEO

GLOBAL COMMUNICATIONS NETWORKS SYSTEMS, INC. ATA Chapter: NY Metro

7 Cove Hollow CourtNewton, NJ [email protected]


Industries Served: Telecom

Company Contacts:Primary Contact: John Ruby, Pres.CEO

GLOBAL CONTACT SERVICESATA Chapter: Mid-Atlantic

118B S. Main St.Salisbury, NC 28144704-647-9621 ext. [email protected]


Industries Served: Credit Cards; Finance; Insurnace;Telecom; Utlitites

Company Contacts: Primary Contact: Bucky Cline, VP -Organization DevelopmentBusiness Development Contact:Bryan Overcash, Chief OperationOfficerCompliance Contact: ConnieStaunton, Director of LicensingComplianceHR Contact: Bucky ClineMarketing Contact: George Simons,VP - MarketingSales Contact: Mark Lambert, VP -Sales

GLOBALCOM SOLUTIONS, LLCATA Chapter: Arizona

19316 E Oriole WayQueen Creek, AZ [email protected]

Company Type: VendorManagement# Years in Business: 12

Industries Served: Consumer Products; Credit Cards;Entertainment; Govt Political;Healthcare; Insurance; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites; Other

Company Contacts:Primary Contact: Scott Robinson,SVP Project ManagementBusiness Development Contact:Stephanie Millner, VP BusinessDevelopment

GLOBALSKY, INCATA Chapter: Ohio Valley

5th Floor Skyrise 2 BldgAsiatown I.T ParkLahug, Cebu City, IN 06000PHILIPPINES818-510-4564


Company Contacts:Primary Contact: Ritchell Cagang,CEO

GOLDLEAF DATAATA Chapter: Southeastern

3325 Paddocks Parkway, Suite 300Suwanee, GA 30024888-936-3282678-679-0420salesinfo@goldleafdata.comwww.goldleafdata.com


Industries Served: Credit Cards; Fund Raising Charity;Insurance; Mobile; Retail; Telecom;TV Satellite; Utlitites

Company Contacts:Primary Contact: Devin Baum,Director of SalesBusiness Development Contact: MarkDunn, Director BusinessDevelopmentSales Contact: Devin Baum, Directorof Sales


G

GOLDLINE INTERNATIONAL, INC.ATA Chapter: West Coast

1601 Cloverfield Blvd.100 Sout TowerSanta Monica, CA [email protected]

Company Type: Retail# Years in Business: 50# Years ATA Member: 4# of Employees: 300

Industries Served: Retail

Company Contacts:Compliance Contact: Carol Taylor,Vice President ComplianceLegal Contact: Grant Marylander,Outside Counsel

GOODWILL INDUSTRIES OF CENTRAL INDIANAATA Chapter: Ohio Valley

1635 West Michigan StreetIndpls, IN 46222317-524-4320317-524-4398bbush@goodwillindy.orgwww.goodwill-indy.org

Company Type: Non-Profit# Years in Business: 75# Years ATA Member: 1# of Employees: 2100

Industries Served: Fund Raising Charity; HR Recruiters;Manufacturing; Retail

Company Contacts:Primary Contact: Bryan Bush, HumanResources Manager BusinessConsultant

GOODWILL INDUSTRIES OF SOUTHERN NEW JERSEY AND PHILADELPHIAATA Chapter: Mid-Atlantic

2835 Route 73Maple Shade, NJ 08052856-439-0200856-439-0843jlundberg@goodwillnj.orgwww.goodwillnj.org

Company Type: Non-Profit# Years in Business: 62# Years ATA Member: 1

Industries Served: Fund Raising Charity; Manufacturing;Retail; Shipping; TemporaryEmployment; Light Manufacturing;Fulfillment; Training

Company Contacts:Primary Contact: Bob Hain, Directorof Business DevelopmentBusiness Development Contact: BobHain, Director of BusinessDevelopmentHR Contact: Kathy Morris, HumanResources ManagerMarketing Contact: Juli Lundberg,Public Relations ManagerSales Contact: Bob Hain, Director ofBusiness Development

GREGG COMMUNICATIONSATA Chapter: Chicago Metro

555 Waters Edge, Suite 200Lombard, IL 60148630-706-8210630-954-2721msears@greggcomm.comwww.greggcomm.com


Industries Served: Finance; Fund Raising Charity;Hardware; Healthcare; Insurance;Manufacturing; Mobile; Retail;Software; Telecom

Company Contacts:Primary Contact: Mel Sears, Directorof Client DevelopmentBusiness Development Contact: MelSears, Director of ClientDevelopmentHR Contact: Karen Drinkard, CFOMarketing Contact: Mel Sears,Director of Client DevelopmentSales Contact: Mel Sears, Director ofClient Development


H

GTI INC.ATA Chapter: South Central

1111 Avenue CDenton, TX 76201940-384-2400940-384-2425John.Buchholz@gtiops.comwww.gtiiweb.com


Industries Served: Consumer Products; Telecom; TVSatellite; Utlitites

Company Contacts: Primary Contact: John Buchholz,Director - Client ServicesBusiness Development Contact: JaHarbour, Senior Account ManagerCompliance Contact: CynthiaDelaney, QC ManagerHR Contact: Megan Garner, HRManagerMarketing Contact: John Buchholz,Director - Client ServicesSales Contact: Ja Harbour, SeniorAccount Manager

HAMILTON CONTACT CENTER SERVICESATA Chapter: MidwestATA PLATINUM MEMBER

1006 12th St.Aurora, NE 68818800-972-3237402-694-4433marketing@hamiltontm.comwww.hamiltontm.com


Industries Served: Consumer Products; Govt Political;Healthcare; Manufacturing; Retail

Company Contacts: Primary Contact: Tom Kell, ExecutiveVice PresidentBusiness Development Contact:Valerie Pagliaro, Director of BusinessDevelopmentMarketing Contact: Gary Lewien,Marketing ManagerSales Contact: Bonnie Senff orGlenda Hawthorne, MarketingAssociates

HAVENLINK SOLUTIONS, INC.ATA Chapter: International

12/F raffles Corp. Ctr.F. Ortigas Jr. Ave.Pasig City, Manila 01605PHILIPPINES866-367-0661www.havenlinkcc.com

Company Type: Consultants /Trainers

Company Contacts: Primary Contact: Paul Ibasco

HIGHLIGHTS FOR CHILDREN, INCATA Chapter: Ohio Valley

1800 Watermark DriveColumbus, Oh 43215614-486-0631614-487-2700garry.brown@highlights-corp.comwww.Highlights.com

Company Type: Telservices User# Years in Business: 64# Years ATA Member: 25# of Employees: 500 +

Industries Served: Consumer Products; EducationalProducts

Company Contacts:Primary Contact: Garry Brown, VPGovt Relations, InfoSec, PrivacyBusiness Development Contact:Susan Moser, Asst Market ManagerCompliance Contact: Garry Brown,VP Govt Relations, InfoSec, PrivacyLegal Contact: Tom Reidy, GeneralCounselMarketing Contact: ShannonSherman, Market Manager

HILTON GRAND VACATIONS COMPANY, LLC


H

ATA Chapter: Florida

5323 Millenia Lakes Blvd, Suite 400Orlando, FL 32839407-722-3100407-722-3776hiltongrandvacations.comhiltongrandvacations.com

Company Type: Timeshare


Company Contacts:Primary Contact: Kelly Lodde, VicePresident & Sr. Counsel

HISCOX USAATA Chapter: NY Metro

521 Fifth AvenueNew York, NY 10175914-273-7487


Company Contacts:Primary Contact: David Schonbrun,Director of Compliance

HOME SERVICE USAATA Chapter: Florida

5301 Blue Lagoon DriveMiami, FL 33126305-704-6876michaelbackus @ hsusacorp.comwww.hsusacorp.com


Industries Served: Consumer Products; Insurnace;Utlitites

Company Contacts: Primary Contact: Michael Backus,Vice President Customer ServiceMarketing Contact: MichaelRauscher, CMOSales Contact: Peter Buttrick, VicePresident

HONKAMP KRUEGER & CO.ATA Chapter: Midwest

2345 JFK RoadPO Box 3310Dubuque, IA 52002888-556-0123563-584-1934jdriscoll@honkamp.comwww.honkamp.com


Industries Served: Automotive; Consumer Products;Finance; Healthcare; Manufacturing;Retail; Shipping; Telecom; TravelLeisure

Company Contacts:Primary Contact: Judd Driscoll,National Manager, Tax CreditServices

HSBC CARD SERVICES, INC.ATA Chapter: MidwestATA PLATINUM MEMBER

1441 Schilling Pl Salinas, CA [email protected]

Company Type: Telservices User# Years in Business: 100+# of Employees: 250,000+

Industries Served: Finance; Insurance

Company Contacts:Primary Contact: Isaac Sharp, VicePresident and Director, ChannelMarketing and AnalyticsMarketing Contact: Barbra Merwin,Vice President and Director, GlobalMarketing Strategy

HUGHES NETWORK SYSTEMSATA Chapter: Potomac

11717 Exploration LaneGermanTown, MD 20876301-428-5500


Company Contacts:Primary Contact: Allen McCabe,Assistant VP Sales


HUMANA INC.ATA Chapter: Florida

5701 W Hillsborough Ave STE 2400Tampa, FL [email protected]



Company Contacts:Primary Contact: Khursheed Zafar,Vice President, Direct MarketingServices

I

ICT GROUP, INC.ATA Chapter: Mid-Atlantic

100 Brandywine Blvd.Newtown, PA 18940800-799-6880


Company Contacts:Primary Contact: Tammy McGee,Vice President of Compliance

IMPACT INTERNATIONAL MARKETING, INC.ATA Chapter: Arizona

151 Riviera Dr., Bldg. B, Ste. 202Lake Havasu City, AZ 86403866-415-7703


Company Contacts:Primary Contact: Kathryn Willett,National Accounts

IMPROVED PERFORMANCE SOLUTIONSATA Chapter: NY Metro

16 Mt. Bethel Rd, #181Warren, NJ [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment; FundRaising Charity; Healthcare;Insurance; Internet Tech; Retail;Travel Leisure; Media

Company Contacts:Primary Contact: Glenn Pasch,President

INCEPTATA Chapter: Ohio ValleyATA PLATINUM MEMBER

4150 Belden Village St. NW, Suite 205Canton, OH 44718330-649-8000330-649-8007contact@inceptresults.comwww.InceptResults.com


Industries Served: Automotive; Healthcare; InternetTech; Software

Company Contacts: Primary Contact: Sam Falletta,President Chief Results OfficerBusiness Development Contact: SamFalletta, President Chief ResultsOfficerCompliance Contact: Lee-AnnZackiewicz, Employee ResultsManagerLegal Contact: Sam Falletta,President Chief Results OfficerHR Contact: Lee-Ann Zackiewicz,Employee Results ManagerMarketing Contact: Sam Falletta,President Chief Results OfficerSales Contact: Sam Falletta,President Chief Results Officer

INCONTACTATA Chapter: Mountain

7730 South Union Park Ave., Suite 500Midvale, UT [email protected] www.inContact.com

Company Type: Industry Supplier# Years in Business: 13# of Employees: 300+


Company Contacts:Business Development Contact:Edward McGarr, VP BusinessDevelopmentMarketing Contact: Tracy Thayne, Sr.Director of MarketingSales Contact: John Knotwell, Sr.Director Sales Operations


I


4700 Tama Street SECedar Rapids, IA 52403800-341-0802319-378-1414contact@infinitycontact.comwww.infinitycontact.com


Industries Served: Automotive; Consumer Products;Finance; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Software; Telecom; Utlitites

Company Contacts: Primary Contact: Stephen Griggs,President/Owner or Thomas Leidigh,CEO/OwnerBusiness Development Contact: ScottStimart, Vice President of Sales andMarketingCompliance Contact: MichaelStanton, Vice President of OperationsMarketing Contact: Jodi Palmer,Marketing Manager

INFINITY CONTACT

INFLUENTATA Chapter: Ohio ValleyATA PLATINUM MEMBER

565 Metro Place South, Suite 250Dublin, OH 43017614-280-1600614-280-1610tbernard@influentinc.comwww.influentinc.com


Industries Served: Credit Cards; Finance; Govt Political;Insurnace; Mobile; Retail; Telecom;Utlitites

Company Contacts: Primary Contact: Ted Bernard, SeniorVice President

INFOCISION MANAGEMENT CORPORATIONATA Chapter: Ohio ValleyATA PLATINUM MEMBER

325 Springside Dr.Akron, OH 44333330-668-1400330-668-1401infocis@infocision.comwww.infocision.com

Company Type: Marketing# Years in Business: 28# Years ATA Member: 23# of Employees: 4000

Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Fund RaisingCharity; Govt Political; Mobile; TVSatellite; Utlitites; Other

Company Contacts: Primary Contact: Steve Brubaker,Chief of StaffBusiness Development Contact:Steve Boyazis, Executive VicePresidentCompliance Contact: Steve Brubaker,Chief of StaffLegal Contact: Kathleen Gadd, ChiefCounselHR Contact: Tina Myles, HumanResources DirectorMarketing Contact: Ken Dawson,Chief Marketing OfficerSales Contact: Steve Boyazis,Executive Vice President


I

INKTEL DIRECT CORP.ATA Chapter: FloridaATA PLATINUM MEMBER

13975 NW 58th CourtMiami Lakes, FL 33014305-523-1100305-827-0341beatriz.alemar@inktel.comwww.inktel.com


Industries Served: Automotive; Consumer Products;Entertainment; Fund Raising Charity;Govt Political; Healthcare; InternetTech; Mobile; Retail; Shipping;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Ricky Arriola,President and CEOBusiness Development Contact:Jason Schlenker,[email protected] Contact: Luis Gonzalez,[email protected] Contact: Miguel Arguelles,Human Capital ManagerMarketing Contact: Beatriz Alemar,[email protected] Contact: Dan Arriola,[email protected]

INNOVATIVE MARKETING & SALES ATA Chapter: Southeastern

1820 Water Place Atlanta, GA 30339404-397-8894


Company Contacts:Primary Contact: Luis Pabon,President

INSPIRITECATA Chapter: Mid-Atlantic

340 N 12th Street, Ste. 108Philadelphia, PA 19107610-284-0139


Company Contacts:Primary Contact: Dean Marino,Director of MarketingCommunications

INSPYRE SOLUTIONS, INC.ATA Chapter: West Coast

10540 Angeton Ct.San Diego, CA 92126866-230-5007sales.info@inspyresolutions.comwww.inspyresolutions.com


Industries Served: Automotive; Consumer Products;Manufacturing; Telecom; Utlitites

Company Contacts: Primary Contact: Kent Urich, VicePresident of SalesCompliance Contact: Peter Gordon,SVP OperationsHR Contact: Cynthia Selley, VicePresident Human ResourcesSales Contact: Kent Ulrich, VicePresident of Sales

INSTITUTO MEXICANO DE TELESERVICIOS, IMTATA Chapter: International

Gabriel Mancera # 835Col. del ValleMexico, DF 03100MEXICO(52 55) 5340.2290(5255) [email protected]

Company Type: Consultants /Trainers# Years in Business: 20# of Employees: 40

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Eugenia Aguirre,PresidentBusiness Development Contact:Gonzalo GarcÃ_a Rihbany, DeputyGeneral MangerMarketing Contact: Esteban ArceRiquÃ©, International Projects &Forums DirectorSales Contact: Esteban ArceRiquÃ©, International Projects &Forums Director

INTELEPEER, INC.ATA Chapter: Southeastern

2855 Campus Drive, Suite 200San Mateo, CA [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites; Other

Company Contacts:Primary Contact: Karen Sindelar,Marketing ManagerBusiness Development Contact: GaryLeJeune, Senior Director, SalesMarketing Contact: Karen Sindelar,Marketing ManagerSales Contact: Gary LeJeune, SeniorDirector, Sales


I

INTERACTIVE INTELLIGENCEATA Chapter: Ohio Valley

7601 Interactive WayIndianapolis, IN [email protected]


Company Contacts:Primary Contact: Sarah Harnish,Event Manager

INTERACTIVE RESPONSE TECHNOLOGIES, INCATA Chapter: Florida

4500 North State Road 7, Suite 301Fort Lauderdale, FL 33319800-700-3033954-484-0818sferber@callcenter.comwww.callcenter.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Hardware; Healthcare;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites; EducationEnrollment

Company Contacts: Primary Contact: Stephen Ferber,General Counsel and StrategicPlanningBusiness Development Contact:Robert Constantine, Director ofMarketing and Strategic PlanningCompliance Contact: Stephen Ferber,General Counsel and StrategicPlanningLegal Contact: Stephen Ferber,General Counsel and StrategicPlanningHR Contact: Sandra Gobbo, SVP ofAdministrationMarketing Contact: RobertConstantine, Director of Marketingand Strategic PlanningSales Contact: Stephen Ferber,General Counsel and StrategicPlanning

INTERACTIVE SOFTWORKS, INC.ATA Chapter: Southeastern

803 Sycolin Road SE, Suite 203Leesburg, VA 20175703-669-2800703-669-5508info@interactivesoftworks.comwww.interactivesoftworks.com


Industries Served: Credit Cards; Finance; Fund RaisingCharity; Govt Political; Internet Tech;Retail; Telecom; TV Satellite

Company Contacts:Primary Contact: Robb Duke,Director, MarketingBusiness Development Contact: FredWhite, VP, Business DevelopmentHR Contact: Zaida ToledoMarketing Contact: Robb Duke,Director, MarketingSales Contact: Loyd Olson, Sales


INTERIOR CONCEPTSATA Chapter: Midwest

18525 Trimble CourtSpring Lake, MI 49456800-678-5550616-846-3925info@interiorconcepts.comwww.interiorconcepts.com


Industries Served: Credit Cards; Finance; Fund RaisingCharity; Healthcare; Insurance;Retail; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Jennifer Way,Marketing ManagerSales Contact: Vicki Neiderheide JimArcher, Regional Manager

I


204 Carter DriveWest Chester, PA 19382610-696-4646610-429-5137athompson@imminc.comwww.intermediamarketing.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Internet Tech; Manufacturing; Mobile;Retail; Shipping; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Andy Thompson,DirectorBusiness Development Contact: AndyThompson

INTERMEDIA MARKETING SOLUTIONS

INTERNATIONAL UNION OF POLICE ASSOCIATIONSATA Chapter: Florida

1549 Ringling Blvd., 6th FloorSarasota, FL [email protected]

Company Type: Labor Union# Years in Business: 30# Years ATA Member: 1# of Employees: 30


Company Contacts:Primary Contact: Timothy Scott,International Secretary-Treasurer

INTERSECTIONS INCATA Chapter: PotomacATA PLATINUM MEMBER

3901 Stonecroft Blvd.Chantilly, VA 20151703-488-6100www.intersections.com


Industries Served: Credit Cards; Insurance; Other

Company Contacts:Primary Contact: Steven Schwartz,EVP, Consumer ServicesBusiness Development Contact: LynnSheck, SVP, Business DevelopmentLegal Contact: Neal Dittersdorf, EVP,Chief Legal OfficerHR Contact: Michelle Tutt, SVP,Human Resources

INTOUCHATA Chapter: West Coast

15055 Los Gatos Blvd., Suite 350Los Gatos, CA 95032408-458-4300408-458-4343intouch@intouchcrs.comwww.iwillbeintouch.com


Industries Served: Finance; Insurnace

Company Contacts: Primary Contact: Maryanne Gaines,Director of Operations

INTOUCH CONSULTINGATA Chapter: Midwest

10101 W 87th Street, Suite 200Overland Park, KS 66212913-498-0164913-498-0358johnv@intouchconsulting.comwww.intouchconsulting.com


Industries Served: Automotive; Consumer Products;Entertainment; Govt Political;Healthcare; Insurance; Retail;Telecom; Travel Leisure; Utlitites

Company Contacts:Primary Contact: Dr. JohnVandewalle, OwnerBusiness Development Contact:Randy Field, COO


J

INVEST IN BOGOTAATA Chapter: CALA

Cra. 7 71-21Torre B, Of 901BogataCundinamarcaCOLOMBIA571-742-3030

Company Type: Other

Company Contacts:Primary Contact: Jorge Cepeda,Marketing

IRSATA Chapter: Southeastern

401 West Peachtree Street, 1215Atlanta, GA [email protected]

Company Type: Government -Revenue# Years in Business: 20# Years ATA Member: 1# of Employees: 15,000

IT ENABLED SERVICES ALLIANCE, INC. (ITESA - MANAGEMENT CONSULTANTS)ATA Chapter: NY Metro

69 Fifth Avenue, Suite 9JNew York , NY [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare; HRRecruiters; Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites; Other

Company Contacts:Primary Contact: Keith Fiveson, CEO,President

J. KNIPPER AND COMPANY, INC.ATA Chapter: NY Metro

One Healthcare WayLakewood, NJ [email protected]



Company Contacts: Primary Contact: Judith Stone,Manager, Teleservices


JACKSON LEWIS, LLPATA Chapter: Midwest

10050 Regency Circle, SUite 400Omaha, NE 68114402-391-1991402-391-7363richterc@jacksonlewis.comwww.jacksonlewis.com

Company Type: Consultants /Trainers# Years in Business: 50+# of Employees: 1200+

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment; GovtPolitical; Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Retail; Shipping;Utlitites

K

JV M, INC.ATA Chapter: Mid-Atlantic

1221 N. Church Street, Suite 202Moorestown, NJ [email protected]

Company Type: Sales/Marketing# Years in Business: 17# Years ATA Member: 3# of Employees: 20

Industries Served: Automotive; Finance; Hardware;Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Shipping; Software;Telecom; Professional Services

Company Contacts: Primary Contact: Jeffrey Josephson,PresidentMarketing Contact: Denise M.Wallace, Director, ProjectManagement Research

K2 MARKETING SERVICES INCATA Chapter: Potomac

2179 Harpoon DriveStafford, VA 22554540-657-1191www.k2marketingservices.com


Company Contacts:Primary Contact: Mark McCabe,President

KCG CONSULTING, INC.ATA Chapter: Florida

1114 Camellia CircleWeston, FL 33326954-217-7550954-217-7362pk@kavconsulting.comwww.kavconsulting.com


Industries Served: Consumer Products; Credit Cards;Finance; Insurance; Retail; TVSatellite; Utlitites

Company Contacts:Primary Contact: Paul Kavanaugh,Managing PrincipalBusiness Development Contact: rianKavanaugh, Senior Project ManagerCompliance Contact: BrianKavanaugh, Senior Project ManagerHR Contact: Diana Kavanaugh, VP-Human ResourcesMarketing Contact: Paul Kavanaugh,Managing PrincipalSales Contact: Paul Kavanaugh,Managing Principal

KIPANY PRODUCTIONSATA Chapter: NY Metro

32 East 39th StreetNew York, NY [email protected]


Industries Served: Consumer Products; Credit Cards;Finance; Fund Raising Charity;Healthcare; Insurance; Telecom; TVSatellite; Utlitites

Company Contacts:Primary Contact: Andy Weinrich,Executive Vice PresidentBusiness Development Contact: AndyWeinrich, Executive Vice PresidentCompliance Contact: Michael Rupp,Vice President - MarketingOperationsHR Contact: Jeff FishmanSenior Vice President - FinanceMarketing Contact: Andy Weinrich,Executive Vice PresidentSales Contact: Andy Weinrich,Executive Vice President


L

KONEXO CONTACT AND SOLUTION CENTERATA Chapter: International

Las Canadas No. 140Col. TresMariasMorelia, Michoacan 58254MEXICO52 (443) [email protected]


Industries Served: Finance; Healthcare; Insurnace;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Veronica Yaffar,Director of Sales and MarketingSales Contact: Carola Calderoni,Sales Manager

LANPHEAR IND INC ATA Chapter: Midwest

12064 Lewison LaneGretna, NE 68028402-332-3613402-332-3638janell@lanphearinc.comwww.lanphearinc.com


Industries Served: Automotive; Credit Cards; FundRaising Charity; Govt Political;Healthcare; Insurance; Mobile;Telecom; Publishing

Company Contacts:Primary Contact: Janell Lanphear,President

LAVEN & LOEB, INC.ATA Chapter: Arizona

6501 East Greenway Pkwy 103-405Scottsdale, AZ [email protected],[email protected]

Company Type: Executive SearchFirm# Years in Business: 7# Years ATA Member: 7# of Employees: 3

Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Fund RaisingCharity; Govt Political; Healthcare;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure;Utlitites; Other

Company Contacts:Primary Contact: Ava Laven,CPC,President Business Development Contact:Richard Loeb, Vice PresidentHR Contact: Victor Taylor, Director ofResearch


LEAPFROG ONLINEATA Chapter: Chicago Metro

807 Greenwood StreetEvanston, IL 60201847-440-8379

Company Contacts:Primary Contact: Michael Leff, VicePresident

L

LENOXATA Chapter: Mid-Atlantic

1414 Radcliffe StreetBristol, PA 19007215-750-6900


Company Contacts:Primary Contact: Nancy Cowen,Accounts Payable

LIEBER & ASSOCIATESATA Chapter: Chicago Metro

3740 N. Lake Shore Drive, Suite 15B-2Chicago, IL 60613773-325-9400773-325-0621info@LieberAndAssociates.comwww.LieberAndAssociates.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites; Catalogers; DirectMarketers; Education; Training

Company Contacts:Primary Contact: Mitchell Lieber,PresidentBusiness Development Contact:Mitchell Lieber, PresidentCompliance Contact: Mitchell Lieber,President

LIVE2SELL GROUP OF COMPANIESATA Chapter: International

3rd Flr, Hyundai BldgA.S. Fortuna StreetMandaue City, Cebu 06014PHILIPPINES+63 32 345 1734+63 32 345 [email protected]


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; FundRaising Charity; Hardware;Healthcare; Insurnace; Internet Tech;Mobile; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Chris Ducker, CEO

LOGAN ALLIANCE FOR DEVELOPMENTATA Chapter: South Central

116 South Main StreetRussellville, KY 42276270-726-9575270-726-2237info@loganleads.comwww.loganleads.com


Industries Served: Automotive; Consumer Products;Govt Political; Manufacturing;Shipping; Utlitites

Company Contacts:Primary Contact: Thomas Harned,Executive DirectorHR Contact: Paula Timberlake,Administrative Assistant

LOYOLA UNIVERSITY MARYLAND


M

ATA Chapter: Potomac

102 Cedarcroft RoadBaltimore, MD 21212240-687-1709

Company Contacts:Primary Contact: Devin Stone

MER (MCDANIEL EXECUTIVE RECRUITERS)ATA Chapter: Arizona

1661 Portage Ave, Suite 705Winnipeg, MB R3J 3T7CANADA866-991-3555204-953-3933mcdaniel@justcareers.comwww.justcareers.com


Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Hardware;Healthcare; Insurance; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Chad McDaniel,President

MAC MURRAY, PETERSEN & SHUSTER, LLPATA Chapter: Ohio ValleyATA PLATINUM MEMBER

6530 West Campus Oval , Suite 210New Albany, OH 43054614-939-9955614-939-9954mshuster@mpslawyers.comwww.mpslawyers.com

Company Type: Legal# Years in Business: 17# Years ATA Member: 7# of Employees: 7


Company Contacts:Primary Contact: Michele Shuster,Partner

MAKK MARKETING CONCEPTSATA Chapter: Florida

14046 Fox Glove St.Winter Garden, FL [email protected]


Industries Served: Automotive; Consumer Products;Healthcare; Insurnace; Shipping;Telecom; Travel Leisure

Company Contacts: Primary Contact: SelfBusiness Development Contact: SelfCompliance Contact: Aaron Smith,VP of OperationsHR Contact: Cameron Curriden,Director of HRSales Contact: William Spear,Director of Sales

MANHATTAN ADVERTISING & MEDIA LAW, INC.ATA Chapter: West Coast

1500 Rosecrans Ave., Suite 500Manhattan Beach, CA 90266310-706-4026310-706-4027prebentisch@admedialaw.comwww.admedialaw.com


Industries Served: Automotive; Consumer Products;Retail

Company Contacts:Primary Contact: Philip Rebentisch,Media Paralegal


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MARCATEL COM, S.A.ATA Chapter: South Central

10190 Katy Fwy Suite# 410Houston, TX [email protected]


Industries Served: Credit Cards; Finance; Healthcare;Insurnace; Internet Tech; Retail;Telecom; Travel Leisure; Utlitites

Company Contacts: Primary Contact: Gustavo de la Pena,VP Business Development

MARKETLINK, INC.ATA Chapter: Midwest

4305 Fleur DriveDes Moines, IA 50321515-285-3420515-285-9640marketlinkinc.netwww.marketlinkinc.com


Industries Served: Insurnace; Telecom; TV Satellite;Pharma; Magazines; Farm Machinery

Company Contacts: Primary Contact: Kourtney Keough,President & CEOBusiness Development Contact:Justin Simbro, Director of NewBusiness DevelopmentCompliance Contact: Faith Baer,Compliance OfficerHR Contact: Amy Potratz, HumanResources Manager

MASS MARKETING INSURANCE GROUP, INC.ATA Chapter: Mid-Atlantic

435 Devon Park Drive, Suite 802Wayne, PA [email protected]


Industries Served: Credit Cards; Finance; Insurance

Company Contacts:Primary Contact: Mike Lantzy, VP ofMarketing

MCCOY ENTERPRISESATA Chapter: Mid-Atlantic

1422 Garrett LaneWest Chester, PA 19380610-220-1355bobmadonna@mccoyenterprises.comwww.mccoyenterprises.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Robert Madonna,Principal and EVP Sales & MarketingBusiness Development Contact:Alicia Vincent, Director - BusinessDevelopmentMarketing Contact: Robert Madonna,Principal and EVP Sales & MarketingSales Contact: Robert MadonnaPrincipal and EVP Sales & Marketing

MCKEE CONSULTING LLC


M


1404 W Country Club LaneEscondido, CA 92026760-738-8200760-738-1415JudyM@TYCCPro.comwww.ThePositiveCoachApproach.com


Industries Served: Consumer Products; Credit Cards;Finance; Fund Raising Charity;Healthcare; Insurance; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites

Company Contacts:Primary Contact: Judy McKee, Sr.ParterBusiness Development Contact: JudyMcKee, Sr. ParterHR Contact: Sally Cordova, PartnerMarketing Contact: Sally Cordova,PartnerSales Contact: Sally Cordova,Partner

MDS COMMUNICATIONS CORP.ATA Chapter: Arizona

545 W. Juanita Ave.Mesa, AZ [email protected]



Company Contacts:Primary Contact: Jonathan Mount Jr.,PresidentBusiness Development Contact:Jonathan D. Mount Jr., PresidentHR Contact: Preston Pollock, HumanResources Manager

MDY CONTACT CENTERATA Chapter: CALA

lazaro Cardenas 1810, Suite 1102Col. Del Paseo ResidencialMonterrey, NL 64920MEXICO5.28182E+11


Company Contacts:Primary Contact: Ricardo Galaviz,Sales Manager

MEMBERSHIP SERVICES, LLC ATA Chapter: Florida

696 First Avenue North, Ste 100St. Petersburg, FL 33701727-531-5600


Company Contacts:Primary Contact: Megan Schultz,General Counsel

METRO NEWS SERVICE, INC.ATA Chapter: South Central

PO BOX 767DeSoto, TX 75123972-227-6170972-230-4555Eric@Metro-News.comwww.Metro-News.com


Company Contacts: Primary Contact: HW Southward,PresidentBusiness Development Contact:Chris Southward, VP OperationsCompliance Contact: Bryan JarvisMarketing Contact: Eric Southward,VP MarketingSales Contact: Eric Southward, VPSales


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METROPOLITAN OPERA ASSOCIATIONATA Chapter: NY Metro

Lincoln CenterNew York, NY 10023212-501-3471


Company Contacts:Primary Contact: Maryann Gallagher,Director of Sales and Service

MEYER TELESERVICESATA Chapter: Midwest

14 7th Avenue NorthSt. Cloud, MN [email protected]


Industries Served: Consumer Products; Fund RaisingCharity; Govt Political; Healthcare;Insurnace; Manufacturing; Mobile;Retail; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Nicholas Gerten,CEOBusiness Development Contact:Frank Ortiz, VP BusinessDevelopmentCompliance Contact: NicholasGerten, CEOHR Contact: Gary Owen, CFOMarketing Contact: Frank Ortiz, VPBusiness DevelopmentSales Contact: Frank Ortiz

MICROSOFT CORPORATIONATA Chapter: West CoastATA PLATINUM MEMBER

One Microsoft WayRedmond, WA [email protected]


Industries Served: Software

Company Contacts:Primary Contact: Marisa RogersBusiness Development Contact:Sean Warren, Vendor AccountManagerMarketing Contact: Maurice Rice,Group Marketing Manager

MOBIUS VP, LLCATA Chapter: Ohio Valley

3815 River Crossing Parkway, Suite 20Indianapolis, IN 46240317-816-6000317-816-6006bmorris@mobiusvp.comwww.mobiusvp.com


Industries Served: Consumer Products; Finance;Internet Tech; Travel Leisure

Company Contacts:Primary Contact: Bill Morris,Managing Partner

MOTIVATED INCENTIVES, LLCATA Chapter: South Central

PO Box 93195Southlake, TX 76092888-642-7743Info@MotivatedIncentives.comwww.MotivatedIncentives.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity;Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Laurie Alm, CEOPresidentBusiness Development Contact:Stacey Jones, VP Operations


N

ATA Chapter: NY Metro

116 Radio Circle, PO Box 954Mount Kisco, NY 10549914-239-4310914-244-0325rpenn@mpioutsourcing.comwww.mpioutsourcing.com



Company Contacts: Primary Contact: Dick Penn, CEOBusiness Development Contact: DickPenn, CEOCompliance Contact: Anne Shaw,CFO

MPI OUTSOURCING

MTIATA Chapter: MidwestATA PLATINUM MEMBER

112 W Main StPO Box 430Mohall, ND 58761701-756-6483756-701-6470www.mtind.com


Industries Served: Hardware; Insurnace; Telecom;Utlitites; Consumer Products;Entertainment; Finance; Govt Political

Company Contacts: Primary Contact: Kathy Hett, CEOMarketing Contact: Carole Hanson,VP of Client Services

MURAD, INC.ATA Chapter: West Coast

2121 Rosecrans Avenue, 5th FloorEl Segundo, CA 90245800-896-8723888-456-8723customerservice@murad.comwww.murad.com

Company Type: Skincare Company# Years in Business: 20# Years ATA Member: 3# of Employees: 350

Industries Served: Beauty

Company Contacts:Primary Contact: Laura Hernandez,Director, Customer CareHR Contact: Margarett Gaal, Director,Human ResourcesMarketing Contact: Lori Jacobus, VicePresident, Global Marketing

MXENERGYATA Chapter: NY Metro

595 Summer Street, Suite 300Stamford, CT 06901203-356-1318


Company Contacts:Primary Contact: Kristin Kreuder,Associate General Counsel

NAI GLOBAL CALL CENTER/SITE SELECTION GROUPATA Chapter: South Central

4851 LBJ Freeway, Suite 1000Dallas, TX 75244214-256-7100


Company Contacts: Primary Contact: Van Power, ChiefOperating officer/ Broker


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NATIONAL ASSOCIATION OF BOARDS OF PHARMACYATA Chapter: Chicago Metro

1600 Feehanville DriveMount Prospect, IL [email protected]

Company Type: Pharmacy# Years ATA Member: 2

Industries Served: Pharmacy

NCO CUSTOMER MANAGEMENTATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

507 Prudential RoadHorsham PA 19042800-220-2274215-441-3923proposals@ncogroup.comwww.ncogroup.com

Company Type: Contact Center# Years in Business: 84# Years ATA Member: 25+# of Employees: 33,000

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Insurnace; Internet Tech; Mobile;Retail; Shipping; Software; Telecom;TV Satellite

Company Contacts: Primary Contact: Lisa Saidel,Director, ComplianceBusiness Development Contact:Bruce Kramer, Director, ProposalsCompliance Contact: Lisa Saidel,Director, ComplianceLegal Contact: Joshua Gindin, EVPand General CounselMarketing Contact: Tom Hoy, SVP,MarketingSales Contact: Scott Ross, SVP,Sales

NETWORK DIRECT, INC.ATA Chapter: West Coast

14530 Delano StreetVan Nuys, CA 91411818-908-4000www.networkdirectinc.com


Company Contacts: Primary Contact: Rita Wood,President

NEUSTAR, INC.ATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

46000 Center Oak PlazaSterling, VA 20166571-434-5400571-434-5786wdncinfo@neustar.bizwww.neustar.bizwww.tcpacompliance.us


Industries Served: Internet Tech; Mobile; Telecom

Company Contacts:Primary Contact: Lisa Turner, ProductManager, Wireless Do-Not-CallBusiness Development Contact: JackDziak, Chief Strategy OfficerCompliance Contact: John Manning,Sr. Director, NANPA OperationsLegal Contact: Martin Lowen, SVPand General CounselHR Contact: Doug Arnold, SVP,Human ResourcesMarketing Contact: Mark Pilipczuk,VP, Marketing


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NEW WORLD INCENTIVESATA Chapter: Arizona

2831 E Fandango DrGilbert, AZ 85298480-588-5551480-304-9342newworldincentives@gmail.comwww.newworldincentives.com


Industries Served: Automotive; Entertainment; FundRaising Charity; Healthcare; HRRecruiters; Insurance; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Angela Smith,ManagerMarketing Contact: Angela Smith,Manager

NEWSPAPER ASSOCIATION OF AMERICAATA Chapter: Potomac

4401 Wilson BlvdArlington, VA [email protected]

Company Type: Trade Organization# Years in Business: 12# Years ATA Member: 5# of Employees: 25

Industries Served: Other

Company Contacts:Primary Contact: John Murray, VP

NEXINTERACTIVEATA Chapter: West Coast

650 South Grand Ave, Suite 610Los Angeles, CA 90010213-268-2557626-282-8870rudys@nexinteractive.comwww.nexinteractive.com


Industries Served: Credit Cards; Finance; Fund RaisingCharity; Govt Political; Healthcare;Insurance; Internet Tech; Software;Utlitites

Company Contacts:Primary Contact: Rudy Salazar, ChiefTechnology OfficerBusiness Development Contact:Rudy SalazarMarketing Contact: Bianca Bryant,Marketing ManagerSales Contact: Rudy Salazar, CTO,Business Development

NEXT CONTACTATA Chapter: West Coast

1737 N First St. - Suite 110San Jose, CA 95112408-414 [email protected]


Industries Served: Consumer Products; Finance;Healthcare; Insurnace; Internet Tech;Mobile; Telecom; Travel Leisure; TVSatellite

Company Contacts: Primary Contact: MargaritaRodriguez, Chief Operations Officer


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NOBELBIZ


5857 Owens Ave.Carlsbad, CA [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Fund RaisingCharity; Govt Political; Healthcare;Telecom; Travel Leisure; TV Satellite

Company Contacts:Primary Contact: Ray Pollum, VP ofSalesBusiness Development Contact: KeithWeinberg, Regional Sales DirectorMarketing Contact: Ari Bajaj,Marketing DirectorSales Contact: Jeff Wesson, NationalSales Manager

NOBLE SYSTEMS CORPORATIONATA Chapter: Southeastern

4151 Ashford Dunwoody Road, Suite 600Atlanta, GA [email protected]

Company Type: Industry Supplier# Years in Business: 21# of Employees: 300

Industries Served: Consumer Products; Credit Cards;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurance;Manufacturing; Retail; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Chris Hodges,Senior VP, Sales & MarketingBusiness Development Contact:Chris Hodges, Senior VP, Sales &MarketingCompliance Contact: John Simpson,CIOLegal Contact: Banks Neil, AttorneyHR Contact: Sara Andrews, VPAdministrationMarketing Contact: Lee Allum, VPMarketingSales Contact: Chris Hodges, SeniorVP, Sales & Marketing

NORTHWEST DIRECT MARKETING, INC.ATA Chapter: West CoastATA PLATINUM MEMBER

15400 Greenvrier Parkway, Suite A450Beaverton, OR 97006503-601-8900503-601-8899roger@nwdirectmarketing.comwww.nwdirectmarketing.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Healthcare;Insurnace; Mobile; Telecom; TravelLeisure; TV Satellite; Utlitites;Membership Club Affinity

Company Contacts: Primary Contact: Roger Risley, SVPSales & MarketingBusiness Development Contact:Timothy C. Rote, President & CEOCompliance Contact: Roger W.Risley, SVP Sales & MarketingHR Contact: Tanya Rote, ControllerMarketing Contact: Wayne Spinney,Marketing ManagerSales Contact: Roger W. RisleySVP Sales & Marketing

NobelBiz is a facilities based carrier providing value added long-distance service to the contact center market(primarily teleservices companies, collection agencies and financial institutions). As a “high call volume” centriccompany, we develop voice services providing greater efficiencies on calling patterns and increased effectiveness oncampaigns. Our flagship service LocalTouch™, is a patent pending ANI management service designed to increasethe likelihood of a live contact. Analytics gathered from a client base operating more than 350 call centers allows usto guarantee a thirty percent (30%) increase in contact rate. The service is delivered in the form of Voice T1’s whichintegrate directly to existing telephony infrastructure (dialer, PBX, ACD, IVR, etc.). Prospective clients are offered anopportunity to try the service in their environment before committing to a contract. NobelBiz offers LocalTouch™,SMRT-Touch® (Simple Multi-Site Routing Technology), Enhanced Carrier Services including Cloud BasedApplications, competitive rates, exceptional service and a team dedicated to supporting high call volume clients. Wewould welcome an opportunity to share additional information about NobelBiz and our services.


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NOVO 1ATA Chapter: South CentralATA PLATINUM MEMBER

4301 Cambridge RdFort Worth, TX [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Govt Political;Healthcare; Insurnace;Manufacturing; Mobile; Retail;Shipping; Telecom; Travel Leisure; TVSatellite; Utlitites; Publishing

Company Contacts: Primary Contact: Mike Larose, VPSalesBusiness Development Contact: MikeLarose, VP SalesCompliance Contact: RogerSchreiber, VP Compliance Legal Contact: Roger Schreiber, VPComplianceHR Contact: Cathy Graham,Recruiting MGRMarketing Contact: Mike Larose, VPSalesSales Contact: Mike Larose, VPSales

NQ SERVICES LLCATA Chapter: Florida

110 Burnsed Pl, Suite 1000Oviedo, FL 32765321-218-9991321-218-9120contactus@nqservices.comwww.nqservices.com



Company Contacts: Primary Contact: Grant Nickelsen,PrincipalCompliance Contact: Joseph GlennLegal Contact: Darren GreeneHR Contact: Joseph Glenn

NUXIBA TECHNOLOGIESATA Chapter: Mountain

5802 South Cove CreekSalt Lake City, UT [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites; Other

Company Contacts:Primary Contact: Boan Rubalcava,PresidentBusiness Development Contact: RonGustaveson, Bisiness DevelopmentMgr.Sales Contact: Ron Gustaveson, Dir.Sales

NVOQATA Chapter: Mountain

1715 38th StreetBolder, CO 80301720-562-4500

Company Type: Other

Company Contacts:Primary Contact: Conrad McCarty,CFO

NOVATEL, LTD.ATA Chapter: South CentralATA PLATINUM MEMBER

11550 IH10 West, Suite 110San Antonio, TX 78230210-698-8005210-349-7562sales@novatelnetworks.comwww.novatelnetworks.com


Industries Served: Telecom; Other

Company Contacts:Primary Contact: Alan Saltzman,CFOMarketing Contact: Robert Gilbert,[email protected] Contact: Jeff Watson,[email protected]


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OMAHA STEAKSATA Chapter: Midwest

11030 O StreetOmaha, NE 68137402-597-3000402-597-8289bhenthorne@omahasteaks.comwww.omahasteaks.com

Company Type: Consumer DirectSales# Years in Business: 93


Company Contacts:Primary Contact: Bob Henthorne,National Sales DirectorSales Contact: Jerinda McKamy,Direct Sales Manager

OMEGA DIRECT RESPONSE INC.ATA Chapter: International

30 Wertheim Court, Unit 12Richmond Hill, ON L4B 1B9CANADA905-482-3421


Company Contacts: Primary Contact: Bharat Hansraj,President & CEO

ONBRAND24ATA Chapter: NY Metro

100 Cummings Center, Suite 306LBeverly, MA [email protected]


Industries Served: Consumer Products; Entertainment;Finance; Healthcare; Insurnace;Manufacturing; Retail; Software;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Mark Fichera, CEOBusiness Development Contact:Rhonda Rohtstein, Director ofBusiness DevelopmentCompliance Contact: Michael Moody,Director of OperationsHR Contact: Priscilla Aucone,Comptroller

ONETOUCH DIRECTATA Chapter: Florida

4902 West Sligh Avenue16124 Suncrest Shores DrTampa, Fl 33556813-549-7500chris.reed@onetouchdirect.comwww.onetouchdirect.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Retail; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Chris Reed, EVP

OPTIMA COMMUNICATIONS INTERNATIONAL INCATA Chapter: International

144 Front Street West , Suite 200Toronto, ON M5J 2L7CANADA416-581-1236416-581-8788elizabeth@optima.netwww.optima.net

Company Type: Contact Center# Years in Business: 18# Years ATA Member: 10# of Employees: 700 +

Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Insurnace; Mobile; Telecom; Utlitites

Company Contacts: Primary Contact: Don MacLeod,PresidentBusiness Development Contact:Elizabeth Sedlacek, BusinessDevelopment DirectorCompliance Contact: Lori Mintz,Compliance ManagerHR Contact: Kirk Millar, RecruitmentManager Marketing Contact: ElizabethSedlacek, Director BusinessDevelopment


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OPTIMA DIRECTATA Chapter: PotomacATA PLATINUM MEMBER

8618 Westwood Center Drive, Suite 400Vienna, VA [email protected]

Company Type: Telservices User# Years in Business: 25# Years ATA Member: 15+# of Employees: 50


Company Contacts: Primary Contact: Jeff Myers, SVPand General ManagerBusiness Development Contact: JeffSymon, VP Sales and MarketingCompliance Contact: Dave Lee, VPIS ITHR Contact: Jennifer Cumiskey, CFO

ORION MARKETING GROUPATA Chapter: South Central

12000 Network Blvd., Bldg. A Suite 105San Antonio, TX 78249210-694-4114210-690-9215jsering@orionmkt.comwww.orionmkt.com


Industries Served: Finance; Healthcare

Company Contacts: Primary Contact: Joe Seringer,PresidentBusiness Development Contact: MikeSeringer, VP Business DevelopmentCompliance Contact: Mike Seringer

ORION TELESERVICESATA Chapter: West Coast

1717 S 341st PlaceFederal Way, WA 98003253-946-4411253-946-4464mattv@orionteleservices.comwww.orionteleservices.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Manufacturing; Mobile;Retail; Shipping; Software; TravelLeisure; Utlitites

Company Contacts: Primary Contact: Matthew Van deVoorde, Director - TeleservicesDivisionBusiness Development Contact: RickPaukstis, Business DevelopmentManagerCompliance Contact: Steve Tyler,Contact Center ManagerLegal Contact: K&L Gates, LawfirmHR Contact: Renee Winkle, HRGeneralistMarketing Contact: Matthew Van deVoorde, Director - TeleservicesDivisionSales Contact: Rick Paukstis,Business Development Manager

PARALLAX TECHNOLOGIES ATA Chapter: Midwest

7640 Dixie Highway, Suite 125Clarkston, MI 48346248-625-3456248-620-3456contact@parallaxtechnologies.comwww.parallaxtechnologies.com

Company Type: Industry Supplier# Years in Business: 24# Years ATA Member: 1# of Employees: 25-50

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Healthcare;Insurance; Manufacturing; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Ernest LaBara,President Business Development Contact:Ernest LaBara, PresidentMarketing Contact: Ann LaBara, VPof Marketing Sales Contact: Ernest LaBara,President


PAYROLL SOLUTIONSATA Chapter: Arizona

4700 E. Thomas Rd # 205Phoenix, AZ 85018480-229-7192602-467-3361kgreen@payrollsolutions.infowww.payrollsolutions.tv

Company Type: ProfessionalEmployer Organization# Years in Business: 11# Years ATA Member: 1# of Employees: 35


Company Contacts:Primary Contact: Kendall Green, VPof SalesSales Contact: Kendall B. Green, VPof Sales

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PBA PROCESSING COMPANYATA Chapter: Arizona

9217 Tudor Park PlLas Vegas, NV 89145702-528-0780702-543-3301pbodner@pbacompanies.comwww.pbacompanies.com



Company Contacts:Primary Contact: Michael Zeto,PartnerBusiness Development Contact: TamiMiller, Director of BusinessDevelopment

PEARSONATA Chapter: West Coast

299 S. California Avenue, Suite 300Palo Alto, CA 94306650-470-3600650-470-3636sales@pearsonkt.comwww.VersantTest.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Ike Shin, SeniorProduct Marketing ManagerBusiness Development Contact:Larry Rothenberg, VP, BusinessDevelopmentMarketing Contact: Jennifer Manning,Sales & Marketing CoordinatorSales Contact: Mark Engelter, VP,Sales & Marketing

PERFORMANCE CENTERS INC.ATA Chapter: Midwest

2829 S University DrFargo, ND 58103701-293-9500701-293-8923terifremling@pcifargo.comwww.pcifargo.com


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political

Company Contacts: Primary Contact: Jerry Maley,PresidentBusiness Development Contact: TeriFremling, VP OperationsCompliance Contact: Teri Fremling,VP OperationsLegal Contact: Mitch RothHR Contact: Lindsey Ruhn, HumanResource Director

PHONE PROATA Chapter: Midwest

2301 E. 45th StreetIndianapolis, IN [email protected]


Industries Served: Automotive; Consumer Products;Finance; Govt Political; Healthcare;Insurance; Internet Tech;Manufacturing; Retail; TV Satellite;Utlitites

Company Contacts:Primary Contact: Lisa Raven,PresidentMarketing Contact: Monica Werner,Sales DirectorSales Contact: Michelle Haimbaugh,Sales Director


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PHONE WARE, INC.ATA Chapter: West Coast

8902 Activity Rd, Ste ASan Diego, CA 92126858-459-3000


Company Contacts: Primary Contact: William Nassir,President

PIPKINS, INC.ATA Chapter: Midwest

16690 Swingley Ridge Road, Suite 150Chesterfield, MO [email protected]


Industries Served: Credit Cards; Entertainment;Finance; Govt Political; Healthcare;Insurance; Mobile; Retail; Telecom;Travel Leisure; Utlitites

Company Contacts:Primary Contact: Bob Webb, VP-SalesBusiness Development Contact: BobWebb, VP-SalesCompliance Contact: Tim Venturella,CFOHR Contact: Janet Mehrhoff, OfficeManagerSales Contact: Bob Webb, VP-Sales

PLANTRONICSATA Chapter: West CoastATA PLATINUM MEMBER

345 Encinal StreetSanta Cruz, CA 95060800-544-4660www.plantronics.com


Industries Served: Consumer Products; Entertainment;Hardware; Internet Tech; Mobile;Telecom

PM DIRECT MARKETINGATA Chapter: Potomac

11250 Waples Mill Rd, Suite 310Fairfax, VA 22030703-272-1500


Company Contacts:Primary Contact: Gurney Sloan, VPSpecial Projects


POSSIBLENOW, INC.ATA Chapter: SoutheasternATA PLATINUM MEMBER

4400 River Green Parkway, Suite 100Duluth, GA 30096770-255-1020770-255-1025info@possiblenow.comwww.possiblenow.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurance;Manufacturing; Mobile; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites

Company Contacts:Primary Contact: Scott Frey,President & CEOBusiness Development Contact: TimMuenchen, Vice President, BusinessDevelopmentCompliance Contact: Ken Sponsler,Vice President & General Manager,CompliancePointHR Contact: Rick Stauffer, ChiefOperating OfficerMarketing Contact: BeverlyOscherwitz, Marketing ManagerSales Contact: Tim Muenchen, VicePresident, Business Development

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POWER DIRECTATA Chapter: NY Metro

4805 Pearl Rd.Cleveland, OH 44109216-658-9302


Company Contacts: Primary Contact: Ernie Pizio, VicePresident of Sales

PRECISION DYNAMICS CORPORATIONATA Chapter: West Coast

13880 Del Sur StreetSan Fernando, CA [email protected]



Company Contacts:Primary Contact: Kim Barnes,Manager, HR

PREMIER CANCUN VACATIONSATA Chapter: CALA

BLVD. KUKULKAN KM 7 CENTRO COMERCIAL LAHACIENDA L.28Cancum, Q.ROO 77500MEXICO52-998-287-4103vvilallonga@premiercancunvacations.comwww.premiercancunvacations.com



Company Contacts:Primary Contact: Virna Vilallonga,Executive Assistant

PREVISORATA Chapter: Potomac

1805 Old Alabama Road, Suite 220Roswell, GA 30076703-674-3332


Company Contacts:Primary Contact: Michael Littman, VPMarketing

PROACTIVE PLANNING GROUPATA Chapter: Potomac

6 N Rolling RdBaltimore, MD 21228443-451-4301danr@proactiveplanning.netwww.proactiveplanning.net


Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Govt Political;Healthcare; Insurance; Internet Tech;Mobile; Retail; Software; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Dan Rickwalder,President


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PROGRESSIVE IMPRESSIONS INTERNATIONALATA Chapter: Chicago Metro

1 Hardman DriveBloomington, IL 61701309-684-6024


Company Contacts:Primary Contact: Brad Crump,Database & Network ServicesManager

PROMERO, INC ATA Chapter: Florida

1100 Park Central Blvd, Suite 2500 Pompano Beach, FL 33064


Company Contacts:Primary Contact: Gregg Troyanowski,Promero, Inc

PRONTO CONNECTIONS, INC. ATA Chapter: Chicago Metro

820 N. Orleans, Ste. 300Chicago, IL 60610312-649-3600312-649-3627info@prontoconnections.comwww.prontoconnections.com


Industries Served: Consumer Products; Fund RaisingCharity; Healthcare; Insurnace; Retail

Company Contacts: Primary Contact: Michele Ringwood,PresidentBusiness Development Contact: MikeCentrella, Vice PresidentHR Contact: Ben Martorano,Operations ManagementSales Contact: Michele Ringwood,President

PROTOCOL GLOBAL SOLUTIONSATA Chapter: MidwestATA PLATINUM MEMBER

2805 Fruitville Rd.Sarasota, FL 34237941-906-9000941-906-9005chaerich@protocolgs.comwww.protocolglobalsolutions.com


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Insurnace; Retail; Software; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Christine Haerich,VP of Compliance, Training andQualityBusiness Development Contact: JohnHollingsworth, VP of BusinessDevelopmentCompliance Contact: ChristineHaerich, VP of Compliance, Trainingand QualityHR Contact: William Roman, VP ofHuman ResourcesMarketing Contact: Rachel Macha,EVP of Sales and MarketingSales Contact: Rachel Macha, EVPof Sales and Marketing


PSI MARKETING CONSULTANTS INC.ATA Chapter: Chicago Metro

2340 S. River Road, Suite 208Des Plaines, IL 60018773-878-0800

Company Type: Contact Center Company Contacts:Primary Contact: Phillip Immergluck,President & CEO

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PUBLISHERS DIRECT SERVICESATA Chapter: Florida

9400 S Dadeland Blvd, Suite 101Miami, FL 33156407-774-5369


Company Contacts:Primary Contact: Brenda Schang,Manager

QCSS INC.ATA Chapter: Chicago Metro

275 W DundeeBuffalo Grove, IL [email protected]

Company Type: Contact Center# Years in Business: 19# Years ATA Member: 2# of Employees: 50-99

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Hardware; Healthcare; HRRecruiters; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Deana Skyles,Director of MarketingBusiness Development Contact:Catherine Karabetsos, PresidentCEO Compliance Contact: TomKarabetsos, CTO HR Contact: Deana Skyles, Directorof HR Marketing Contact: Deana Skyles,Director of MarketingSales Contact: Karin Hall, CSO Co-Founder

QUALITY CONTACT SOLUTIONS, INC.ATA Chapter: Midwest

808 4th StAurora, NE 68818402-210-2692402-210-2692angela.morris@qualitycontactsolutions.comwww.qualitycontactsolutions.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Hardware; Healthcare;Insurnace; Internet Tech;Manufacturing; Retail; Software;Telecom; Travel Leisure; Utlitites

Company Contacts: Primary Contact: Angela Morris,PresidentBusiness Development Contact:Kelsey Olsen, Client ServicesSpecialistCompliance Contact: Angela Morris,PresidentHR Contact: Nathan Teahon, Directorof OperationsMarketing Contact: Melissa Hinrichs,Director of Client ServicesSales Contact: Angela Morris,President

READER’S DIGESTATA Chapter: NY Metro

1 Reader’s Digest Rd.Pleasantville, NY [email protected]

Company Type: Media Publishing# Years in Business: 88# Years ATA Member: 6# of Employees: 3500

Industries Served: Consumer Products; Entertainment

Company Contacts:Primary Contact: Suzanne Ronner,Vice President, Global CustomerExperience

RED VENTURES INCATA Chapter: Southeastern

14120 Ballantyne Corporate Place,Suite 200Charlotte, NC 28277704-971-2304


Company Contacts:Primary Contact: Nancy Murray,Sales Operations Manager


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REPUBLIC TELCOM WORLDWIDEATA Chapter: Ohio Valley

3939 Everhard Rd, NWCanton, OH 44709330-208-1111

Company Type: Other

Company Contacts:Primary Contact: Sara Polony,Associate Corporate Counsel

RESULTS TECHNOLOGIES, INC.ATA Chapter: South Central

499 E. Sheridan, #400Dania, Fl 33004954-290-1830954-927-1824sjackson@resultstel.comwww.theresultscompanies.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Mobile; Retail; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Shane Jackson, Sr.Vice PresidentBusiness Development Contact:Shane A Jackson, Sr. Vice PresidentCompliance Contact: Michael Schein,SVP ComplianceLegal Contact: Julian Montoya, LegalCounselHR Contact: Tracy Huggins, VP HRMarketing Contact: Linette Caceido,VP MarketingSales Contact: Shane A Jackson,SVP

ROCHE ASSOCIATES, INC. THEATA Chapter: New England

2632 Boston Rd.Wilbraham, MA 01095413-596-8183


Company Contacts:Primary Contact: Bryan McKeever, SrAccount Executive

ROCOCO INVESTMENT INC.ATA Chapter: CALA

Zona Franca San IsidroKm 17 Autopista San IsidroSanto Domingo 00199DOMINICAN REPUBLIC809-728-4500www.rococomm.com


Company Contacts: Primary Contact: Jaime Vargas, CEO

ROSS MARKETINGATA Chapter: Midwest

1395 Stamy Rd.Hiawatha, IA 52233319-294-8080


Company Contacts:Primary Contact: Shannon Schmidt,Client Services Manager


ROTH DONER JACKSON, PLCATA Chapter: Potomac

8200 Greensboro Drive, Suite 820McLean, VA 22102703-485-3536703-485-3525mroth@rothdonerjackson.comwww.rothdonerjackson.com


Company Contacts:Primary Contact: Mitchell Roth,Member

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SANSKRUTHIATA Chapter: International

Door. No. 7-1-282/c/1/29BalkumpetSR NagarINDIA9.19966E+11


Company Contacts:Primary Contact: Sandeep Gedala,Director

SATCOM MARKETING, LLCATA Chapter: Midwest

6160 Summit Drive, Suite 325Brooklyn Center, MN [email protected]


Industries Served: Entertainment; Internet Tech;Telecom; TV Satellite

Company Contacts:Primary Contact: F. Dale Wunderlich,President CEOBusiness Development Contact:Annette Thorson, National AccountsManager

SEARS HOLDINGSATA Chapter: Chicago Metro

3333 Beverly Roada4-247bHoffman Estates, IL 60179847-286-9269847-286-8418gary.mitzner@searshc.comwww.searsholdings.com

Company Type: Retail & Services# Years in Business: 5# Years ATA Member: 1# of Employees: 4000

Industries Served: Retail; Other

Company Contacts:Primary Contact: Gary Mitzner, DVP -Service ContractsCompliance Contact: MariaDiLorenzo, VP - Chief ComplianceOfficerLegal Contact: Maria DiLorenzo, VP -Chief Compliance OfficerHR Contact: Milena Thompson,Director - Human Resources

SECURIAN FINANCIAL GROUP, INCATA Chapter: Chicago Metro

400 Robert Street NorthSt Paul, MN [email protected]

Company Type: Telservices User# Years in Business: 130# of Employees: 5000+


SHARP REES- STEALY MEDICAL CENTERSATA Chapter: West Coast

8695 Spectrum Center Blvd.San Diego, CA 92126858-499-4000858-499-4646Kathrina.Bidwell@Sharp.comwww.Sharp.com/SRS

Company Type: Healthcare# Years in Business: 50+# Years ATA Member: 2# of Employees: 18,000

Industries Served: Healthcare; Insurance

Company Contacts:Primary Contact: Kathrina Bidwell,Manager, Patient Contact CentersMarketing Contact: Kathy Hutchens,Director, Marketing


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SHELL VACATIONS LLCATA Chapter: Chicago MetroATA PLATINUM MEMBER

40 Skokie Blvd, Suite 350Northbrook, IL 60062847-564-4600847-564-0703asktheclub@shellvacationsclub.comwww.shellvacationsclub.com

Company Type: Timeshare# Years in Business: 32# Years ATA Member: 5# of Employees: 2000


Company Contacts:Primary Contact: Dave Thomas,Marketing Compliance OfficerBusiness Development Contact:Karen Buttice, Executive VicePresident, Business DevelopmentCompliance Contact: Dave Thomas,Marketing Compliance OfficerLegal Contact: Daniel Glickstein, VicePresident & General CounselHR Contact: Sheli Jones, ExecutiveVice President Human ResourcesMarketing Contact: Jack Chevrier, VPMarketing & SalesSales Contact: Joseph Malone, VPSales & Marketing

SHOWTIME NETWORKS INC.ATA Chapter: South Central

1633 Broadway14th FloorNew York, NY 10019212-708-1600212-708-8328patricia.bell@showtime.netwww.sho.com


Industries Served: Entertainment; TV Satellite

Company Contacts:Primary Contact: Patricia Bell, VicePresident, Tele-Services & SpecialMarkets

SILVER LEAF RESORTSATA Chapter: South Central

1221 River Bend Drive, Ste 120Dallas, TX 75247

Company Contacts:Primary Contact: Robert Mead

SINGLE SOURCE TELECOM, LLC.ATA Chapter: Mountain

7208 S Tucson Way, Suite 100Centennial, CO 80112303-495-2145303-495-2146info@singlesourcetelco.comwww.singlesourcetelco.com


Industries Served: Telecom

Company Contacts:Primary Contact: Rick Lang,PresidentCompliance Contact: John Witcher,CEOStephen Giese, VP of Sales


SIRIUS XM RADIOATA Chapter: Potomac

2650 Park TowerVienna, VA 22180202-230-6839


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SITELATA Chapter: MidwestATA PLATINUM MEMBER

5601 N. 103rd StreetOmaha, NE [email protected]

Company Type: Contact Center# Years in Business: 25# Years ATA Member: 1360,000

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Hardware;Healthcare; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Reid Houser, VicePresident, Compliance OfficerBusiness Development Contact:Christy Frazier, Senior MarketingSpecialist

SMARTFISH TECHNOLOGIESATA Chapter: NY MetroATA PLATINUM MEMBER

39 Park Pl , Suite 201Englewood, NJ 07631201-450-6867888-567-7624Joseph@smartfishtechnologies.comwww.getsmartfish.com


Industries Served: Consumer Products; Hardware

Company Contacts:Primary Contact: Joseph Lipshitz,Program Manager

SMC PROMOTIONSATA Chapter: Arizona

2445 W Dunlap Ave, Suite 200Phoenix, AZ [email protected]

Company Type: Sales/Service# Years in Business: 60# Years ATA Member: 10# of Employees: 450


Company Contacts:Primary Contact: Kevin Biggs, VPSales and ServiceBusiness Development Contact: KimWallace, Business ManagerCompliance Contact: Adam Gavin,Business AnalystHR Contact: Lynne McCool, HRManagerSales Contact: Kevin Biggs, VP Salesand Service

SOUND COMMUNICATIONS, INC.ATA Chapter: Ohio Valley

3474 Park StreetPO Box 1148Grove City, OH 43123800-556-8556614-879-8179sales@soundcommunications.comwww.soundcommunications.com


Industries Served: Consumer Products; Finance; GovtPolitical; Healthcare; Insurance;Telecom; Utlitites; Other

Company Contacts:Primary Contact: Garry Stephenson,President & CEOBusiness Development Contact: GinaGeorge, Services & ProjectsManagerCompliance Contact: Toni VanHorn,Vice President & CFOHR Contact: Toni VanHorn, VicePresident & CFOMarketing Contact: Jacque Ramsey,Sales & Marketing CoordinatorSales Contact: Darin Cooper,Systems Engineer & CTO


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SOUTH AFRICAN CONSULATE GENERALATA Chapter: NY Metro

333 East 38th street9th FloorNew York, NY 10016212-692-2428

Company Type: Other

Company Contacts:Primary Contact: Agnes Tsele-Maseloanyane, Consul (economic)

SPEEDEON DATA LLCATA Chapter: Midwest

6655 Parkland Blvd, Ste 200Solon, OH [email protected]


Industries Served: Automotive; Credit Cards; Finance;Fund Raising Charity; Hardware;Insurance; Mobile; Retail; Telecom;TV Satellite; Utlitites; Other

Company Contacts:Primary Contact: Steve Lucek, VicePresident Business DeveopmentBusiness Development Contact: DaleSparber, Senior Vice PresidentCompliance Contact: LindaMontgomery, Chief Financial Officerand Compliance DirectorMarketing Contact: Jackie Moro, VicePresident Business DevelopmentSales Contact: Dale Sparber,Executive Vice President

SPH MARKETINGATA Chapter: Florida

8302 S. Tamiami TrailSarasota, FL 34238888-566-4774941-966-6151tahrenholtz@sphmarketing.comwww.sphmarketing.com


Industries Served: Consumer Products; Hardware; HRRecruiters; Internet Tech; Telecom;Utlitites

Company Contacts: Primary Contact: Ted Ahrenholtz,EVP Business DevelopmentBusiness Development Contact: TedAhrenholtz, EVP BusinessDevelopmentCompliance Contact: Jackie Mazarz,General ManagerLegal Contact: Jackie Mazarz,General ManagerHR Contact: Marie Gordon, HRMarketing Contact: Marie Gordon,HRSales Contact: Ted Ahrenholtz, EVPBusiness Development


SPICECSMATA Chapter: NY Metro

51 Main St, Suite 100Potsdam, NY [email protected]


Industries Served: Consumer Products; Finance; GovtPolitical; Hardware; Internet Tech;Mobile; Retail; Software; Telecom; TVSatellite

Company Contacts:Primary Contact: Justin Groden,Business DevelopmentBusiness Development Contact:Justin Groden, BusinessDevelopmentCompliance Contact: Mark Cornett,COOLegal Contact: Mark Cornett, COOHR Contact: April Gilbert, HRMarketing Contact: Justin Groden,Business DevelopmentSales Contact: Justin Groden,Business Development

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SPT CONTACT CENTERATA Chapter: Florida

1112 Weston Road, Suite 144Weston, FL [email protected]



Company Contacts: Primary Contact: Peter Yanez, VPBusiness Development NorthAmerica

ST ANTHONY MESSENGER PRESSATA Chapter: Midwest

24700 Center Ridge Rd, Suite G-20Westlake, OH 44145440-835-0461440-835-4789luline@americancatholic.orgwww.americancatholic.org


Industries Served: Fundraising (charitable); Non-profit

Company Contacts:Primary Contact: Lucie Uline,Director of SAM Call CentersBusiness Development Contact: FrDan Kroger, CEOCompliance Contact: ThomasShumate, COOHR Contact: Donna Wanstrath,Division Director of Finance & HumanResourcesMarketing Contact: Barbara Baker,Divison Director of Marketing, Sales& Internet

STANLEY STAFFINGATA Chapter: Midwest

5510 Pearl Road, Suite 102Cleveland, OH 44129440-887-8367440-887-0515dstanley@stanleystaffing.comwww.stanleystaffing.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; FundRaising Charity; Govt Political;Hardware; Healthcare; HRRecruiters; Insurance; Internet Tech;Mobile; Retail; Software; Telecom;Travel Leisure; TV Satellite; Utlitites;Other

Company Contacts:Primary Contact: David Stanley,PresidentBusiness Development Contact:Janet Rohlik, Regional Director ofSalesCompliance Contact: Paula Calmer,Regional Director of Recruiting andRententionLegal Contact: Gerry Chattman,Managing PartnerHR Contact: Helene Slosarik, OfficeManagerMarketing Contact: David Stanley,PresidentSales Contact: Janet Rohlik,Regional Director of Sales


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STARTEK, INCATA Chapter: Mountain

44 Cook St, Suite 400 Denver, CO [email protected]


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; Healthcare;Insurnace; Mobile; Retail; Shipping;Software; Telecom; TV Satellite

Company Contacts: Primary Contact: Brian Kearney,Senior Director of Product MarketingBusiness Development Contact:Shane Kelsay, Senior Director ofSales Engineering and OperationsCompliance Contact: MichaelStefanoudakis, General CounselLegal Contact: MichaelStefanoudakis, General CounselHR Contact: Sue Morse, Senior VicePresident of Human ResourcesMarketing Contact: Brian Kearney,Senior Director of Product MarketingSales Contact: Chad Thorpe, SeniorVice President of Sales

STARWOOD VACATION OWNERSHIPATA Chapter: West Coast

74000 Country Club Dr., Bldg. DPalm Desert, CA 92260760-674-1768760-779-9515john.foss@starwoodvo.comwww.Starwoodvo.com



Company Contacts:Primary Contact: John Foss, VicePresident, Contact CenterDistribution

STIFEL, NICOLAUS & COMPANY, INCORPORATEDATA Chapter: NY Metro

237 Park Ave, 8th FloorNew York, NY [email protected]

Company Type: Investment Banker# Years in Business: 120# Years ATA Member: 3# of Employees: 4500


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STRAIGHT FORWARD OF WISCONSINATA Chapter: Midwest

855 Community DriveSauk City, WI 53583608-643-2363608-643-4874point@straightforward.ccwww.straightforward.cc


Industries Served: Govt Political; Insurnace; TV Satellite;Utlitites

Company Contacts: Primary Contact: Rod Schwegel,President OwnerBusiness Development Contact: LoriRecker, Vice President OwnerCompliance Contact: Andrew Garr,Compliance OfficerMarketing Contact: Lori Recker, VicePresident OwnerSales Contact: Rod Schwegel,President Owner

STRATASOFT, INCATA Chapter: West Coast

519 N. Sam Houston Parkway E.,Suite 550Houston, TX 77060800-390-1157832-446-4510info@stratasoft.comwww.stratasoft.com

Company Type: Industry Supplier# Years in Business: 10# of Employees: 50+

Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Fund RaisingCharity; Healthcare; Insurance;Manufacturing; Retail; Software;Telecom; Travel Leisure; TV Satellite;Utlitites

Company Contacts:Primary Contact: Asim Saber,PresidentBusiness Development Contact:Manny Funtall, Director of SalesSales Contact: Manny Funtall,Director of Sales

STREAM GLOBAL SERVICESATA Chapter: NY Metro

20 William Street, Suite 310Wellesley, MA [email protected] www.stream.com


Industries Served: Entertainment; Finance; Hardware;Internet Tech; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite

Company Contacts: Primary Contact: Rik Stjernquist,Business Development ManagerBusiness Development Contact:Kevin Sullivan, Vice President SalesOperationsCompliance Contact: Alyssa Huber,Associate General Counsel Legal Contact: Alyssa Huber,Associate General Counsel HR Contact: Andrew J. Suchoff,Senior Vice President, Global HR Marketing Contact: Karen Falcone,Vice President, Global MarketingSales Contact: Bob Dechant,Executive Vice President, GlobalSales & Marketing

SUPPORTSEVENATA Chapter: Southeastern

PO Box 8127Chattanooga, TN 37414423-648-5164866-487-2952info@supportseven.comwww.supportseven.com


Industries Served: Consumer Products; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Mobile; Retail;Travel Leisure; TV Satellite; Utlitites;Teen Crisis Line

Company Contacts: Primary Contact: Thomas Rocca,PresidentBusiness Development Contact: KatieV. Sanders, Compliance Contact:Katie V. SandersMarketing Contact: Katie V. SandersSales Contact: Thomas M. Rocca


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SYNERGY SOLUTIONS, INC.ATA Chapter: ArizonaATA PLATINUM MEMBER

16435 N. Scottsdale Rd., Suite 130Scottsdale, AZ 85254602-296-1601480-383-6301llfentem@callsynergy.comwww.synergysolutionsinc.com


Industries Served: Automotive; Consumer Products;Credit Cards; Finance; Govt Political;Healthcare; Insurnace; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites; Other

Company Contacts: Primary Contact: Lori Fentem,PresidentBusiness Development Contact:Shannon Hays, BusinessDevelopment DirectorCompliance Contact: Lynne Jacoby,VP of Healthcare SolutionsHR Contact: Lisa Gibbons, HumanResources DirectorMarketing Contact: Amy Newton,Marketing Communications SpecialistSales Contact: Lori Fentem,President

TANTACOMMATA Chapter: Midwest

1600 Aspen Commons, Suite 520Middleton , WI [email protected]

Company Type: Other# Years in Business: 16# Years ATA Member: 2# of Employees: <50

Industries Served: Finance; Telecom

Company Contacts:Primary Contact: James Coan, COOBusiness Development Contact:Trisha Loy, Vice President of Sales &MarketingHR Contact: Kim Pulvamacher,Human Resources Manager

TASSOURCEATA Chapter: Potomac

1521 Concord Pike #301Wilmington, DE 19803302-622-3910


Company Contacts:Primary Contact: Chuck Boyce,Owner

TAYLOR INSTITUE FOR DIRECT MARKETING AT THE UNIVERSITY OF AKRONATA Chapter: Ohio Valley

225 South Maine Street, Suite 550Akron, OH [email protected]/colleges/cba/taylor

Company Type: ATA-SRO Training Facility

Company Contacts:Primary Contact: Matthew Maloney,Business Development Director

TC CONSULTING SERVICESATA Chapter: Ohio Valley

P.O. Box 1735Medina, OH 44258330-721-7933


Company Contacts:Primary Contact: Thomas Sprung,Owner


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TCIM SERVICES, INC.ATA Chapter: Mid-AtlanticATA PLATINUM MEMBER

1013 Centre Rd, Suite 400Wilmington, DE [email protected]


Industries Served: Credit Cards; Entertainment;Finance; Telecom; TV Satellite;Utlitites

Company Contacts: Primary Contact: Eric Murray, VPSales SupportBusiness Development Contact: EricMurray, VP Sales SupportCompliance Contact: Eric Murray, VPSales SupportHR Contact: Marcy Payne, SVPHuman CapitalMarketing Contact: Marcy Payne,SVP Human CapitalSales Contact: Eric Murray, VP SalesSupport

TCT TECHNOLOGIES, LLC.ATA Chapter: Ohio Valley

8604 Allisionville Rd., Suite #207Indianapolis, IN 46250317-833-6730317-489-6479toconnell@tcttechnologies.comwww.tcttechnologies.com



Company Contacts:Primary Contact: Tim O’Connell,CEOBusiness Development Contact:Gerald Pall, Business DevelopmentDirectorCompliance Contact: Gerald Pall,Business Development DirectorHR Contact: Tim O’Connell, CEOMarketing Contact: Gerald Pall,Business Development DirectorSales Contact: Tim O’Connell, CEO

TECHBA SILICON VALLEYATA Chapter: West Coast

6580 Via Del OroSan Jose, CA 95119408-821-6297

Company Contacts:Primary Contact: Jorge Zavala, CEO

TELEACCIONATA Chapter: CALA

CL 67 8 12 OFC 602Bogota, Cundinamarca 110231COLOMBIA571-745-0545


Company Contacts:Primary Contact: Patricia Alzate,President

TECHNOLOGY MARKETING CORPORATIONATA Chapter: NY MetroATA PLATINUM MEMBER

800 Connecticut AvenueFloor 1 EastNorwalk, CT [email protected]

Company Type: Media Publishing

Industries Served: Automotive; Consumer Products;Entertainment; Finance; GovtPolitical; Hardware; Healthcare;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Jan Pierret,Marketing ManagerBusiness Development Contact: MattWeiner, VP of Business DevelopmentMarketing Contact: Michael Genaro,EVP OperationsSales Contact: Tim Goins,Advertising Traffic Manager

TELECONSULT GROUPATA Chapter: International

house no 1, Road no 15 new,Dhanmandi R A, DhakaDhaka, Dhaka 01205BANGLEDESH8.80191E+12naila@teleconsultgroup.comwww.teleconsultgroup.com

Company Type: Consultants /Trainers# Years in Business: 5# Years ATA Member: 1# of Employees: 100+

Industries Served: Automotive; Consumer Products;Entertainment; Finance; FundRaising Charity; Govt Political; HRRecruiters; Internet Tech;Manufacturing; Mobile; Telecom;Utlitites

Company Contacts:Primary Contact: Naila Chowdhury,ChairmanBusiness Development Contact:Nisbat Anwar, CEOCompliance Contact: Nisbat Anwar,CEOLegal Contact: Ridwan Mustafiz,COOHR Contact: Nisbat Anwar, CEOMarketing Contact: Ridwan Mustafiz,COOSales Contact: Ridwan Mustafiz,COO


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TELECUSTOMERATA Chapter: South Central

3322 Legends Mill Dr.Spring, TX 77386877-872-6044


Company Contacts:Primary Contact: Ed Khundmiri,President

TELEDEVELOPMENT SERVICES, INCATA Chapter: Ohio Valley

P.O. Box 502Richfield, OH 44286888-788-4441recruiter@teledevelopment.comwww.teledevelopment.com


TELEMATCHATA Chapter: Potomac

6883 Commercial DriveSpringfield, VA 22159703-658-8334703-658-8301kidol@telematch.comwww.telematch.com

Company Type: Industry Supplier# Years in Business: 30

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Healthcare; Insurance;Mobile; Retail; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Kelly Idol, Director

TELEPERFORMANCE USAATA Chapter: Ohio Valley

1991 South 4650 WestSalt Lake City, UT 84104801-257-5800info@teleperformanceusa.comwww.teleperformance.com

Company Type: Contact Center# of Employees: 100,000+

Industries Served: Credit Cards; Finance; Healthcare;Insurnace; Mobile; Retail; Telecom;Travel Leisure; Utlitites

Company Contacts: Primary Contact: Laura Ortlip, VP,Business Development


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723 Dresher RoadHorsham, PA [email protected]


Industries Served: Consumer Products; Fund RaisingCharity; Govt Political; Hardware;Healthcare; Manufacturing; Retail;Software; Travel Leisure; Utlitites

Company Contacts: Primary Contact: Loralee Hare, VPSales & MarketingBusiness Development Contact:Loralee Hare, VP Sales & MarketingCompliance Contact: Barry Peters,VP ComplianceHR Contact: James Neely, VP HumanResourcesMarketing Contact: Teresa Matvey,Marketing ManagerSales Contact: Don McCormick , SVPSales & Marketing

TELERX

TELESALES SERVICES LLCATA Chapter: Mid-Atlantic

16 Whisperwood DriveVictor, NY 14564585-388-8776585-377-5320wssiv@telesalesservices.comwww.telesalesservices.com


Industries Served: Automotive; Consumer Products;Finance; Govt Political; Hardware;Healthcare; HR Recruiters;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Bill Samuels,President

TELESERVICE MANAGEMENT COMPANYATA Chapter: Mid-Atlantic

1400 Hampton DriveDowningtown, PA 19335610-873-2408


Company Contacts:Primary Contact: John Quinn

TELESERVICES DIRECTATA Chapter: Ohio Valley

5305 Lakeview Parkway S. DriveIndianapolis, IN 46268317-216-2240317-290-2818patricia.totton@teleservicesdirect.comwww.teleservicesdirect.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Insurnace; Mobile; Retail;Telecom; Travel Leisure; TV Satellite

Company Contacts: Primary Contact: Patricia Totton,Chief Executive OfficerBusiness Development Contact: JoeMeehan, Vice President, BusinessDevelopmentCompliance Contact: MichaelMcCaughan, Chief InformationOfficerHR Contact: Steve Lair, ChiefAdministrative Officer

TELEWORKSATA Chapter: Potomac

212 Pheasant Run Dr.Paoli, PA 19301610-241-4712

Company Contacts:Primary Contact: Robert Ruppe,Regional Sales Director

TELMAR NETWORK TECHNOLOGYATA Chapter: South Central

901 Jupiter RoadPlano, TX 75074469-443-5291469-443-5122sandy.daniels@telmarnt.comwww.telmarnt.com



Company Contacts:Primary Contact: Sandy Daniels,Inside Sales, Enterprise DivisionBusiness Development Contact:Sandy Daniels, Inside Sales,Enterprise DivisionCompliance Contact: Sandy Daniels,Inside Sales, Enterprise DivisionHR Contact: Susan Bertelsen,Human Resources AdministratorMarketing Contact: Debra Decker,Marketing ManagerSales Contact: Sandy Daniels, InsideSales, Enterprise Division


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TELTRENDS SOLUTIONSATA Chapter: International

Ave. 27 de Febrero #299 EvaristoMoralesSanto DomingoDistrito Nacional 10147DOMINICAN REPUBLIC809-948-2300809-948-2399info@teltrends.comwww.teltrends.com



Company Contacts: Primary Contact: Ruby Crespo,Operational ManagerBusiness Development Contact:Franklin Ventura, General ManagerHR Contact: Evelyn Ventura

TELVISTA, INC.ATA Chapter: South Central

1605 LBJ Freeway, Suite 200Dallas, TX 75234972-919-7800972-919-8145kymberlaine_banks@telvista.comwww.telvista.com


Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; Hardware;Internet Tech; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Ayn Owens,Director, Business Operations

AMERICAN RED CROSSATA Chapter: Ohio Valley

501 W. Market St.Akron, OH [email protected]


Industries Served: Govt Political; Healthcare

Company Contacts:Primary Contact: Beverly Boey,Manager, Telerecruitment DirectMarketing


THE CALL CENTER GROUP A-Z, LLCATA Chapter: Arizona

1811 N. Tatum Blvd Suite 3031Phoenix, AZ 85028480-538-6001480-907-1712jeff@thecallcentergroupa-z.comwww.thecallcentergroupa-z.com



Company Contacts:Primary Contact: Jeff Ullman, CEO

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THE CHUGH FIRMATA Chapter: West Coast

4800 Great America Pkwy, Suite 310Santa Clara, CA 95054408-970-0100


Company Contacts:Primary Contact: Soby Mathews,Attorney

THE CONNECTIONATA Chapter: Midwest

11351 Rupp DriveBurnsville, MN 55337800-883-5777952-948-5498sales@the-connection.comwww.the-connection.com


Industries Served: Consumer Products; Finance; FundRaising Charity; Govt Political;Healthcare; Insurnace; Mobile; Retail;Telecom; Travel Leisure; TV Satellite;Utlitites; Product Recall

Company Contacts: Primary Contact: Erin Brooks, Salesand Marketing SpecialistBusiness Development Contact:Corey Kotlarz, Vice President of NewBusiness DevelopmentSales Contact: Tim Austrums, VicePresident of Sales and Marketing

FEDERATION OF INTERNATIONAL TRADE ASSOCIATIONS (FITA)ATA Chapter: Potomac

172 Fifth Avenue, #118Brooklyn, NY 11217703-620-1588703-620-4922www.fita.org

Company Type: Association

Company Contacts:Primary Contact: Nelson Joyner

THE FRASER GROUPATA Chapter: Ohio Valley

520 N. SR 135Greenwood, IN 46142317-859-7442

Company Contacts:Primary Contact: Barry Maners,Managing Director

THE HERITAGE COMPANYATA Chapter: South Central

2402 Wildwood Avenue, Suite 500North Little Rock, AR 72120501-835-5000, x. 4910800-648-0814info@theheritagecompany.comwww.theheritagecompany.com


Industries Served: Fund Raising Charity; Govt Political

Company Contacts:Primary Contact: Stephen Dawson,Director of Communication &Strategic PlanningBusiness Development Contact: KenPetterson, Account ExecutiveCompliance Contact: StephenDawson, Director of Communication& Strategic PlanningHR Contact: Randy West, VicePresident of Human ResourcesMarketing Contact: Marilyn Michie,Vice President of Marketing & ClientServices


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THE LAW OFFICE OF JOSEPH W. SANSCRAINTEATA Chapter: NY Metro

1120 Avenue of the Americas4th FloorNew York, NY [email protected]


Industries Served: Consumer Products; Credit Cards;Entertainment; Fund Raising Charity;Govt Political; Internet Tech; Software

Company Contacts:Primary Contact: JosephSanscrainte, Owner

THE LAW OFFICE OF VINCENT J. AIELLOATA Chapter: Potomac

458 s. Pickett StAlexandria, VA 22304702-234-1538


Company Contacts:Primary Contact: Vincent Aiello,Attorney

THE MARYLANDER FIRM LLCATA Chapter: Mountain

1675 Larimer Street, Suite 620Denver, CO [email protected]

Company Type: Legal# Years in Business: 2# Years ATA Member: 2


Company Contacts:Primary Contact: Grant Marylander,Lawyer

THE TAX CLUBATA Chapter: NY Metro

350 Fifth Avenue, Suite 6015New York, NY 10118212-915-0932

Company Type: Contact Center Company Contacts:Primary Contact: Luke Kennedy,Operations Director


THE TAYLOR REACH GROUP, INC.ATA Chapter: Ohio Valley

55 Nugget Avenue, Suite 217Toronto, ON M1S 3L1CANADA877-979-8692416-977-8817info@thetaylorreachgroup.comwww.thetaylorreachgroup.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare;Insurance; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Colin Taylor, CEOBusiness Development Contact: ColinTaylor, CEOCompliance Contact: John Cockerill,PresidentHR Contact: Mary Jones

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THE TEACHING COMPANYATA Chapter: Potomac

4840 Westfields Blvd, Suite 500Chantilly, VA [email protected]

Company Type: Direct Marketer ofEducational Products# Years in Business: 20# of Employees: 173

Industries Served: Consumer Products; Entertainment;Retail


8429 Blondo StreetOmaha, NE 68134402-397-6945402-255-6039rleavitt@timberlinesolutions.comwww.timberlinesolutions.com


Industries Served: Automotive; Consumer Products;Entertainment; Finance; GovtPolitical; Healthcare; HR Recruiters;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites; Other

Company Contacts: Primary Contact: Russ Leavitt,PresidentBusiness Development Contact:Mitch Kampbell, Vice PresidentCompliance Contact: Nate Frye, VicePresidentLegal Contact: Sara Komen,Corporate CounselHR Contact: Nate Frye, VicePresidentMarketing Contact: Tim Smith, VicePresidentSales Contact: Tim Smith, VicePresident

TIMBERLINE TOTAL SOLUTIONS, LLC

TIMESHARES BY OWNER MIAMI-DADEATA Chapter: Florida

822 N.E. 125ST, Suite 101Miami, FL 33161877-782-6651


Company Contacts: Melissa Frantz, President


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TLK GROUP (TALK GROUP)ATA Chapter: Mid-Atlantic

7508 Wisconsin Avenue, 2nd FloorBethesda, MD 20814301-654-3330301-654-1545projects@tlkgroup.netwww.tlkgroup.net


Industries Served: Entertainment; Fund Raising Charity;Govt Political; TV Satellite

Company Contacts: Primary Contact: Jim Tippett,PresidentBusiness Development Contact:Vanessa Link, Client ServicesManagerCompliance Contact: Tom DelVecchio, Managing PartnerLegal Contact: Keith Rosenberg,AttorneyHR Contact: Matt Connolly, PrincipleMarketing Contact: Vanessa Link,Client Services ManagerSales Contact: Jim Tippett, President

TMS HEALTH, LLCATA Chapter: Florida

4950 Communication Avenue, Ste 300Boca Raton, FL 33431561-226-5000http: www.tmshealth.comwww.tmshealth.com



Company Contacts: Primary Contact: Gut Amato,President CEOBusiness Development Contact:Cindy Goldberg, Director, MarketingCompliance Contact: Carol Herold,Compliance Privacy OfficerHR Contact: Carolyn Sutton, Director,Human Resources

TOASTMASTERS INTERNATIONALATA Chapter: West Coast

23182 Arroyo VistaRancho Santa Margarita, CA 92867949-858-8255949-858-1207dmaenpa@toastmasters.orgwww.toastmasters.org

Company Type: Non-Profit/Education# Years in Business: 85# Years ATA Member: 20# of Employees: 90

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare; HRRecruiters; Insurance; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites; Other

Company Contacts:Primary Contact: Darci Maenpa,Director Member SupportHR Contact: Robert Ashman, HRGeneralistMarketing Contact: Sally Newell-Cohen, Director Communications

TOTAL MARKETING CONCEPTS, INC.ATA Chapter: Florida

4395 St. Johns ParkwaySanford, FL 32771407-618-3000

Company Contacts:Primary Contact: Andrew Dorko,Owner


TPG TELEMANAGEMENTATA Chapter: MidwestATA PLATINUM MEMBER

11161 Mill Valley RoadOmaha, NE [email protected]

Company Type: Industry Supplier# Years in Business: 14# Years ATA Member: 25+# of Employees: 200

Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; Healthcare;Insurance; Mobile; Retail; Telecom;Travel Leisure; TV Satellite; Utlitites

Company Contacts:Primary Contact: Scott Keller,PresidentBusiness Development Contact: ScottKeller, PresidentCompliance Contact: MichaelThompson, COOLegal Contact: Lisa DeFalco, CEOHR Contact: Rhonda Larson, HRManagerMarketing Contact: Scott Keller,PresidentSales Contact: Scott Keller, President

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TRANSCOM NORTH AMERICA & ASIAATA Chapter: International

80 King St., 3rd FloorSt. Catharines, ON L2R 7G1CANADA905-323-3939905-641-1456compliance@nucomm.netwww.transcom.com

Company Type: Contact Center# Years in Business: 13# Years ATA Member: 5+# of Employees: 10,000+

Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Melissa Bradley,Compliance OfficerBusiness Development Contact: LuciCudmore, BDM - Sales andMarketingCompliance Contact: Melissa SueBradley, Compliance OfficerHR Contact: Anne Ricci, HRM -CorporateMarketing Contact: Daniel Willis,BDM - MarketingSales Contact: Melissa Nievas, Sales- Marketing

TRG CUSTOMER SOLUTIONSATA Chapter: Mid-Atlantic

443 South Gulph RoadKing of Prussia, PA 19406888-878-7400


Company Contacts:Primary Contact: Harless Stover,Director of Compliance

TRIDENT BUSINESS MANAGEMENTATA Chapter: Arizona

14362 N. Frank Lloyd Wright Blvd. ,Suite 1000Scottsdale, AZ 85260480-889-8968480-478-0768jdanz@tridentbusinessmanagement.comwww.tridentbusinessmanagement.com


Industries Served: Consumer Products; Travel Leisure;Financial Services

Company Contacts:Primary Contact: James Danz,Managing PartnerBusiness Development Contact:William Tsao, Managing Partner

TRUGREENATA Chapter: Florida

860 Ridge Lake Blvd.Memphis, TN 38120901-597-1105901-597-1393normangoldenberg@trugreenmail .comwww.trugreen.com


Company Contacts:Primary Contact: NormanGoldenberg, Senior Vice PresidentLegal Contact: Tom Courtney, VicePresidentHR Contact: Roy Cohen, VicePresidentMarketing Contact: Philip Dobbs,Chief Marketing OfficerSales Contact: Tim Ehrhart, VicePresident


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TURNAROUND BUSINESS DEVELOPMENT GROUP, INCATA Chapter: Arizona

2920 N. Green Valley Park WayBld. 3 Suite 321Henderson, NV 89014702-788-9118

Company Type: Contact Center Company Contacts:Primary Contact: Larry Kirkland,President

U.S. BANKATA Chapter: Midwest

2751 Shepard RoadSt. Paul, MN [email protected]

Company Type: Financial Services


Company Contacts:Primary Contact: Michael Wittine,Business Development Manager

UNICORATA Chapter: Potomac

400 First Street, NWWashington, DC 20534202-305-1237202 [email protected]



Company Contacts: Primary Contact: Vaughn Gardineer,Program Manager

UNICORE TECHNOLOGIESATA Chapter: Arizona

7316 E Southern Ave, #13644Mesa, AZ 85234480-245-9746480-718-8101mthomas@unicore-technologies.comwww.unicore-technologies.com




UNITED MARKETING GROUP, LLCATA Chapter: Chicago Metro

929 N Plum Grove RoadShaumburg, IL 60173847-240-2005


Company Contacts:Primary Contact: Glenn Kowalski,Vice President TelemarketingServices

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UNITED NEARSHORE OPERATIONS (UNO)ATA Chapter: InternationalATA PLATINUM MEMBER

Carretera LuperonParque Industrial DClaseSantiagoDominican RepublicDOMINICAN REPUBLIC866-898-4201829-947-8866vdallomo@uno.com.dowww.uno.com.do


Industries Served: Consumer Products; Credit Cards;Finance; Insurnace; Mobile; Telecom;TV Satellite; Rebate

Company Contacts: Primary Contact: Vittorio Dall’Omo,CFOBusiness Development Contact:Stuart Cranston, CEOCompliance Contact: VittorioDall’Omo, CFOLegal Contact: Vittorio Dall’Omo,CFOHR Contact: Vittorio Dall’Omo, CFOMarketing Contact: Stuart Cranston,CEOSales Contact: Stuart Cranston, CEO

VERINT WINTESS ACTIONABLE SOLUTIONSATA Chapter: NY Metro

330 S. Service RoadMelville, NY [email protected]



Company Contacts:Primary Contact: Alyse Chiariello,Marketing ManagerLegal Contact: Peter Fante, ChiefLegal OfficerMarketing Contact: Greg Sherry,Director of Marketing and BusinessDevelopmentSales Contact: Donna Colby, VicePresident of Sales


250 E. Arapaho Rd. , Ste. 100Richardson, TX [email protected]


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Hardware;Insurnace; Manufacturing; Mobile;Retail; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Drew Overbeck,Marketing ManagerLegal Contact: Anne Sheffield,Company Secretary & General LegalCounselHR Contact: Colm Coffey, Chief HROfficerMarketing Contact: MarkMiddlekamp, Head of MarketingNorth AmericaSales Contact: Paul Abel, GlobalHead of Business Development andStrategy

VERTEX BUSINESS SERVICES

VIANDA, LLCATA Chapter: Ohio Valley

1661 Waycross RoadCincinnati, OH 45240513-674-4827


Company Contacts:Primary Contact: Jason Broome,Chief Operations Officer


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VILLAGE MARKETING CONCEPTSATA Chapter: Mid-Atlantic

700 Eastgate Dr, Suite 700Mt. Laurel, NJ 08054856-252-1500


Company Contacts: Primary Contact: Michael Frierman,EVP Director of Marketing &Technology

VIPDESKATA Chapter: Potomac

324 N. Fairfax StreetAlexandria, VA [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Insurnace; Retail; TravelLeisure

Company Contacts: Primary Contact: Tim Gordon, SVP,Service DeliveryBusiness Development Contact:James Koller, Sr. Business AnalystHR Contact: Vanina Colombo, HRDirectorMarketing Contact: Linda Dickerhoof,PR Director

VIRIDO LLCATA Chapter: Arizona

6626 East OberlinScottsdale, AZ [email protected]


Industries Served: Consumer Products; Credit Cards;Finance; Govt Political; Healthcare;Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts: Primary Contact: Gary Finney, Owner- Founder

VOCALCOMATA Chapter: International

6700 Cote de Liesse #102Montreal, Quebec H4T 2B5 [email protected]



Company Contacts:Primary Contact: George Seroukas,EVP North America & APACBusiness Development Contact:Christian Rose, Sales Director NorthAmerica & APACSales Contact: Jocelyn Groulx, SalesDirector Canada


VOIANCE LANGUAGE SERVICESATA Chapter: ArizonaATA PLATINUM MEMBER

5780 N Swan RdTucson, AZ [email protected]


Industries Served: Credit Cards; Finance; Govt Political;Healthcare; Insurance; Retail;Telecom; Travel Leisure; Utlitites

Company Contacts:Primary Contact: Chris Liebner,Business Development & MarketingAnalystBusiness Development Contact:Michael Edwards, Vice President ofBusiness Development

V

VOICE MAIL VALUE, INC.ATA Chapter: Midwest

P.O. Box 709Noblesville, IN 46061317-524-1500317-308-6505mwilliams@voicemailvalue.comwww.voicemailvalue.com



Company Contacts:Primary Contact: Michael Williams,President

VOICELOGICATA Chapter: International

662 King Street West, Suite 205Toronto, ON M5V 1M7CANADA800-973-1870416-504-8254info@voielogic.comwww.voicelogic.com


Industries Served: Automotive; Consumer Products;Entertainment; Finance; FundRaising Charity; Govt Political;Hardware; Healthcare; Insurnace;Internet Tech; Manufacturing; Retail;Software; Travel Leisure; TV Satellite;Utlitites; Other

Company Contacts: Primary Contact: Cesar Correia,PresidentBusiness Development Contact:Laura Leduc, Business DevelopmentManagerCompliance Contact: Cesar Correia,PresidentLegal Contact: Cesar Correia,PresidentHR Contact: Cesar Correia, PresidentMarketing Contact: Laura Leduc,Business Development ManagerSales Contact: Laura Leduc,Business Development Manager

VPI (VOICE PRINT INTERNATIONAL)ATA Chapter: West Coast

160 Camino RuizCamarillo, CA [email protected]



Company Contacts:Primary Contact: Patrick Botz, VicePresident of MarketingBusiness Development Contact:Chris Morrissey, Executive VicePresident of Sales and MarketingLegal Contact: Carroll Hatfield, VicePresident of Finance, Operations andCorporate CounselHR Contact: Donna Stewart, VicePresident of Human ResourcesMarketing Contact: Patrick Botz, VicePresident of MarketingSales Contact: Jason Hughes,Director of Sales


W

WEST CORPORATIONATA Chapter: MidwestATA PLATINUM MEMBER

11808 Miracle Hills DriveOmaha, NE [email protected]

Company Type: Contact Center# Years in Business: 24# of Employees: 41,000

Industries Served: Consumer Products; Credit Cards;Entertainment; Finance; GovtPolitical; Healthcare; Insurnace;Internet Tech; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites

Company Contacts: Primary Contact: Mark Frei, SVP,SalesCompliance Contact: Janette Nelson,Sr. CouncelMarketing Contact: Mack McKenzie,VP Marketing

WHITE POINT LEADS GROUP, LLCATA Chapter: Florida

362 Gulf Breeze Pkwy., Suite 350Gulf Breeze, FL [email protected]


Industries Served: Healthcare; Insurnace; Other

Company Contacts: Primary Contact: J. Glenn Goodroe,President

WINNING CONNECTIONS, INC.ATA Chapter: Potomac

317 Pennsylvania Ave, SEWashington, DC 20003202-544-5910202-544-6039info@winningconnections.comwww.winningconnections.com



Company Contacts:Primary Contact: James MacGregor,Vice President of Operations

WINNING STRATEGIES MARKETINGATA Chapter: South Central

1111 E Tyler StCanton, TX 75103903-567-2400903-567-6402info@wsimail.comwww.winning-strategies.com


Industries Served: In-house Contact Center

Company Contacts: Primary Contact: Andy Reese,Operations DirectorBusiness Development Contact: AndyReese, Operations DirectorCompliance Contact: Andy Reese,Operations DirectorLegal Contact: Olaf Turek, CorporateCounselHR Contact: Donna Gaddis, HRManagerMarketing Contact: Stan Stanberry,Vice President

WISCRAFT, INC.ATA Chapter: Chicago Metro

5316 West State StreetMilwaukee, WI 53208414-778-5800


Company Contacts:Primary Contact: James Kerlin, CEO


WORD SYSTEMSATA Chapter: Midwest

9225 Harrison Park Court, suite 100Indianapolis, IN [email protected]


Industries Served: Finance; Govt Political; Hardware;Healthcare; Internet Tech;Manufacturing; Mobile; Retail;Software; Telecom; Utlitites

Company Contacts:Primary Contact: Terry Clark, Salesmanager, PartnersBusiness Development Contact: JimHalsmer, Vice President of Sales

W

WORLDSHORINGATA Chapter: Ohio Valley

5520 Long Cove CtWesterville, OH 43082614-408-8213614-423-6606info@worldshoring.comwww.worldshoring.com


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Govt Political; Healthcare;HR Recruiters; Insurance; InternetTech; Manufacturing; Mobile; Retail;Shipping; Telecom; Travel Leisure; TVSatellite; Utlitites

Company Contacts:Primary Contact: Tim Tinnel, Partner,CTOBusiness Development Contact:Chris Lynch, CEO

WW-OUTSOURCING INTERNATIONAL SERVICES, INC.ATA Chapter: Florida

2810 E Robinson StreetOrlando, Fl [email protected]


Industries Served: Automotive; Consumer Products;Credit Cards; Entertainment;Finance; Fund Raising Charity; GovtPolitical; Hardware; Healthcare; HRRecruiters; Insurnace; Internet Tech;Manufacturing; Mobile; Retail;Shipping; Software; Telecom; TravelLeisure; TV Satellite; Utlitites;Medical;

Company Contacts: Primary Contact: Doris Primicerio,PresidentBusiness Development Contact:Doris Primicerio

WYNDHAM VACATION OWNERSHIPATA Chapter: FloridaATA PLATINUM MEMBER

8427 South Park CircleOrlando, FL 32819407-370-6096www.wyndhamvo.com



Company Contacts:Primary Contact: Jacob Farrar


Z

ZAPPOS.COMATA Chapter: Arizona

2280 Corporate CircleHenderson, NV [email protected]@zappos.comwww.zappos.com


Industries Served: Retail

Company Contacts:Primary Contact: Maura Sullivan,Customer Loyalty Manager

2010 ATA Resource GuideIndustry Facts and Figures


INDUSTRY FACTS AND FIGURESIn this section of the 2010 ATA Resource Guide, recent data on key industry areas will be addressed. All informationincluded is the result of ATA-sponsored research conducted in 2009-2010 by ContactBabel (www.contactbabel.com)

The following research findings focus on:

1 Operations

2 Technology

3 Engagement Tactics

4 Staff Management

5 Employment / Industry Impact

CONTACT CENTER SIZEAs the following chart shows, more respondents experienced shrinkage than growth (46% declined, 34% increasedheadcount, 20% did not change) in the past 12 months. However, the general feeling looking forward is that this is a blip,rather than the start of a structural change in the contact center industry. Even amongst those contact centers which hadexperienced a decline in agent figures in the past 12 months, 37% expected an upturn next year, although 35% expect afurther decline. Amongst respondents which avoided major headcount losses in 2009, 2010 looks positive, with 85% ofrespondents that added headcount this year believing the trend will continue, and 48% of no-change respondents lookingfor an uptick in 2010.

OUTBOUND ACTIVITYThe single most popular outbound activity this year isproactive customer service - a strong brand builder as wellas an effective call avoidance tactic, up strongly from 17%last year. However, sales calls of all types account overallfor 51% of outbound activity (down from 53% in 2008), withrenewals to existing customers taking over from calls tonew customers this year as the top sales-related outboundactivity.

COST PER CALLCost per call is a very difficult metric to work out, and evenmore difficult to benchmark in any meaningful way, as callscan vary massively in cost even within the same contactcenter. Whereas with most data analysis, there can beconclusions drawn from vertical market comparisons, thediffering nature of each company makes this impossible.

As such, the best way to display the information is byshowing the frequency of each call cost. One-third ofinbound call costs are between $3 and $6, with a meanaverage of $6.80. The median average is $4.70, the 1stquartile is $7.60 and the 3rd quartile is $2.85.

BUDGETIt is typical for agent salaries to account on average foraround 55% of a contact center’s Opex – agent salarieshave dropped as a proportion of costs to 53% in 2009,although IT and management salaries have remained atsimilar levels. Telecoms and IT operating expenditure haveboth grown in their share of budget at 16.0% compared tolast year’s combined figure of 13.4%.


154INDUSTRY FACTS AND FIGURES



WORKFORCE MANAGEMENTSmall contact centers are still very heavily involved in manual workforce management, which offers extremely limitedopportunities for doing anything other than a static schedule that cannot easily be changed. In fact, forecasting andscheduling in this scenario is more of an art than a science. Medium and large operations are far more likely to usededicated third-party workforce management applications which historical data can be fed into, providing a far moreaccurate schedule.

The low take-up of third-party workforce management tools in smaller contact centers is almost certainly down to cost, thefact that the time taken to create a manual schedule for 10 agents is far less than for 100 agents, and that the manager ofa small contact center does not need the flexibility or capabilities that a large operation can benefit by, as their labor andskills pool is so much more shallow to begin with.

However, it is certain that most contact centers of perhaps 25 seats upwards could benefit from more accurate forecastingand scheduling, and such businesses could look at the hosted or SaaS (software-as-a-service) model that many solutionproviders now offer.



VIRTUAL CONTACT CENTERSThe application of technological abilities to commercialissues has created a new breed of contact center – thevirtual contact center – which, although located in multiplesites, can still be run as a single entity. The virtual contactcenter consists of many operations (or even homeworkers)which are linked together so as to be viewed and managedas a single mega-site, allowing significant economies ofscale and improvements in performance to take place, buthopefully without the attendant problems aroundenvironment, morale and attrition that plague many verylarge operations.

The virtual contact center model has been driven byseveral factors. These include:

• For businesses involved in acquisitions or mergers,the number of contact centers they run haveincreased. M&A activity peaked in the late 1990sand early 2000s, especially in businesses such asbanks and insurance companies

• Rapid contact center growth in particular areas hascaused agent recruitment and retention issues. Thishas meant that businesses have moved to newphysical locations in which to establish and growtheir operations

• A rise in teleworking and remote locations meansagents may never see their parent contact center.This is increasingly the case in 2nd and 3rd line

technical support, where skilled agents can beextremely scarce and expensive to replace

• Some companies prefer to offer a local touch tocustomers by basing operations in the area whichthey serve

• Improvements in networking and communications,such as IP telephony and converged networks,have meant that the virtual contact center is nowmuch more easy to realize at an affordable cost

• Companies have increasing needs to serve globalcustomers, necessitating either contact centersoperating in different time zones, or payingovertime for working anti-social hours

• Operational redundancy and disaster recovery arepossible with multisite contact centers

• Smaller contact centers tend to have lower staffattrition rates than large operations.

Treating multiple contact centers as a virtual contact centerallows great efficiencies can be made through economiesof scale. This is especially true where businesses are usingskills-based routing. All agent competencies are displayedto the scheduler – regardless of agent location – who canbe more flexible, simply because the available resourcepool is so much more deep.



HOME–BASED AGENTS“Homeworking would bring us flexibility to add agents and be open longer hours”

This is perhaps the main advantage of homeworking, in that travel-to-work time is eliminated, and in an emergency, agentscan be requested to log-on for an hour or so by a text message to their mobile phone (in a typical contact center, the

operation just had to deal withit, or overflow calls to anoutsourcer, which can beexpensive). Some contactcenter agents rely upon publictransport which may not runwell outside core hours, andsome are put off by having towait around and travel in thedark. Homeworking alsoopens the door to the sorts ofpeople might never seekemployment in a typicalcontact center – as elementsof the industry do not have agood reputation – but whowould happily work in theirown home taking calls.

There is a general opinion thatflexibility of staffing is a majoradvantage of homeworking,

although surprisingly, one-third of contact centers using homeworking were lukewarm as to the amount of additionalflexibility that homeworking actually brought.

“Homeworkers would not be as productive as agents based in a central location”

29% of non-homeworking respondents expect homeworkers to be less productive than centralized staff, perhaps as theyare not in such a high pressure environment, with supervisors encouraging them, peer pressure and wallboards tellingthem the state of play. Tosome extent, it depends onthe definition of ‘productive’: ifit is a matter of call volumes,then not having these cues tohurry up may well have aneffect. On the other hand,there are perhaps fewerdistractions in the home.

In any case, there is noreason to expect that qualitywill suffer - probably quite theopposite - and thehomeworking model isparticularly suitable to movingagents between queuesrapidly, which in fact willimprove the productivity of theentire operation.



USING HOSTED & MANAGED SOLUTIONSThose 21% of contact center respondents who have actually implemented a hosted or managed solution have generallyfound that it has delivered significant advantages.

63% of respondents agreed that the overall cost of ownership was cheaper, with 19% disagreeing. 80% said that they hadbeen able to use more powerful functionality, with 7% disagreeing. 65% said that changes to the system were now easier,with no respondent stating otherwise.



INBOUND ACTIVITY

OPINIONS ON MULTIMEDIAOne of the big problems withmultimedia as a whole is that cross-media interactions are difficult to track,with voice agents often having no ideaabout what the customer has emailed,text-chatted about or viewed on thewebsite. It is also the case that contentgets put onto the website that agentshave not been briefed about (but stillhave to answer questions about), andin some cases, cannot even accessthe website at all from the desktop.However, 45% of respondents say thisis not a problem for them.



AUTOMATED INTERACTIONS61% of contact centers stated that the main issue that held back speech-enabled self-service was that their businesswasn’t really suited to automation. However, the previous section showed that two-thirds of the contact centers that offerno full self-service options today could see some benefit in automating at least a small part of their processes.

As such, there are likely to be issues around expenditure, operational costs and customer reaction to address for thesepotential users of self-service. 61% of respondents were unsure that they had the in-house IT resource to run automatedspeech self-service, and 50% thought that the ongoing costs and effort would not be worth it. However, the biggestinhibitors were the initial investment (which could be alleviated through a hosted model) and that fact that customers wouldnot like it. As touchtone IVR (when badly-implemented) is a major bugbear for customers, replacing it with a quicker andmore powerful alternative (ASR) could be seen as a benefit. Only 27% of respondents think that ASR is not yet up to thejob technically.



DIALERSThere are three types of dialer or dialing mode considered within this report, differing in the way in which they increase thevolume of outbound calls.

Outbound call attempts and live contacts per agent per hour, by dialer type Dialer type Attempts per agent per hour Live contacts per agent per hour

Predictive 46 12.0

Progressive 42 9.4

Preview 24 7.1

None 17 5.1

Types of outbound automated dialer Dialer type Explanation

Preview dialers A Preview Dialer dials the number from a database record, but does not have the capabilityto detect the call progress. The agent monitors the call’s progress (connection / no answer /busy / answering machine) and takes or drops the call

Progressive dialers A Progressive Dialer has the additional ability to detect the call’s progress automatically. Itselects an agent for a call and dials numbers for the agent, until it gets a valid contact, whenit then puts the call through to the agent if the contact is live

Predictive dialers A Predictive Dialer is a system that automatically calls a list of telephone numbers insequence and screens out no-answers, engaged tones, answering machines, anddisconnected numbers while predicting at what point a human caller will be able to handlethe next call. There is a risk of a live connection being made to a customer without an agentavailable to talk which can be managed by keeping the over-dial rate very low

While a fair proportion of large contact centers will use preview dialing, then main pattern emerging is that it is currentlylarge operations that use the top-end predictive dialers, although the hosted and managed services solutions availablemean that this functionality is available on a per-call basis.

The potential efficiency gains that a dialer can bring to a contact center can be seen clearly in the following table.Respondents using predictive dialers have an average call attempt rate of more than double those operations usingmanual dialing, translating into a far superior live contact rate as well.



SURVEY TECHNIQUESThe following figure shows that respondents believe that outbound third-party telephony is the most effective customersatisfaction survey method currently being used, as the neutrality of using an outsourcer was seen to provide betterresults. There is a more lukewarm feel to written surveys, but half of respondents considered post-call IVR to be a goodway of gauging customer satisfaction.

While there is not a single measurement method which is generally agreed upon to be the best, outbound telephonesurveys (whether carried out by the business or an outsourcer) rate slightly higher than more hands-off approaches,perhaps simply because people are less likely to refuse a person rather than ignore an SMS or written questionnaire.

It would be interesting, however, to see whether the customer satisfaction rankings that are gathered by people aregenerally higher than those gathered by machine, as there is a hypothesis that suggests that people will be more likely totell the whole truth if they do not have to be negative towards another person.

However, although outbound calls are expensive, they can gather more detailed information about specific comments,rather than just statistics, further allowing the company to rectify unacceptable service hopefully before the customerdefects elsewhere.



MANAGERIAL ISSUESThe following tables investigate whatkeeps contact center managers awakeat night. Often, the focus uponcustomer satisfaction improvement isout in front by some distance, but thisyear, the economic downturn hasdriven contact centers to focus uponthe effect of the operation on theirorganization’s bottom-line, withincreasing revenues and decreasingcost taking positions 1 and 2.

‘Achieving set metrics’ has droppedfrom no.1 to no.4 this year, as profit-driven metrics replace operationalmetrics in the contact center industry’scollective psyche. Interestingly, staffattrition reduction has fallen off theradar entirely for many of the report’srespondents, as attrition drops andmore important matters come to thefore.

COST OF INDUCTIONThe largest contact centers will usually tend to spend slightly more than smaller operations, as they have more access totraining techniques that lower-budget operations do not (e.g. external trainers, e-Learning, etc.), as well as the standardtraining methods. However, there is little difference in per-capita spend across size bands, as they have all been cut to thebone in 2009.

Cost of induction course per head, by contact center activity type

Contact Cost of Changecenter induction course sinceactivity type per head ($) 2008

Inbound $1,890 -70%

Mixed $2,875 -30%

Outbound $1,255 -37%

Average $2,016 62%

Cost of induction course per head, by contact center size

Contact Cost of Changecenter induction course sincesize per head ($) 2008

Small $1,575 -73%

Medium $2,053 -59%

Large $1,631 -60%

Average $2,016 -62%



MOST IMPORTANT ATTRIBUTES OF A SUCCESSFUL CONTACT CENTER AGENT This year’s survey investigated the attributes that contact center managers believe are most important for a successfulcontact center agent to have. While each contact center has different ideas, some key findings emerged.

25% of respondents stated that empathy – the ability to see another’s point of view – is the no. 1 most important attributefor a contact center agent to have, with a further 29% placing it 2nd or 3rd. This is a characteristic which is hard to learn,and which is ripe for identifying in the recruitment phase through personality testing, for example. Empathy is important foran agent to display in order to make the caller feel that someone is listening to and understanding them, and that they aretrying to solve their issue, rather than just seeing the caller as a nuisance. As such, empathy is vital for improving customersatisfaction and loyalty, cross-selling and up-selling.

The attribute of reliability appears second most-often in the top 3 agent requirements. Reliable agents have low absencerates and keep working away at their tasks, a trait which the process-focused contact center prizes highly.

Amongst other traits, sales ability of course was rated no. 1 in most sales-focused environments, and the ability to multi-task was often placed no. 2 or 3.

Perhaps surprisingly, 29% of respondents stated that one of their top 3 requirements was for the agent to be a teamplayer. Making and answering calls is by its nature, a solitary role, albeit one usually surrounded by other people, but theimpact upon morale, and thus performance that a team player can have is prized highly.



METHODS OF MOTIVATING AND RETAINING AGENTS Many of the other motivational tools are seen to be generally effective, although it is interesting to see that multimedia andcall blending are not rated particularly highly by management, although elsewhere in this report, both blending methodshave proven their worth in terms of staff attrition and productivity.

Both call blending and using homeworking as a reward for the best agents had their critics. In the case of the latter, it maybe that management does not want to lose the example that such agents set to their peers by having them work at home,or that it is a divisive method which demotivates those people left in the contact center, as if stating that the contact centeris a second-class place to be.



SALARIESThe human element to contact centers is usually atforefront of any conversation around the industry, and withthe majority of most operations’ cost attributable to thehuman element, this is unsurprising.

Against a backdrop of economic gloom and withconsiderable redundancies across the board, contactcenter salaries have held up surprisingly well. Asrespondents to this survey can change from year to year,the question was asked to this year’s respondents howtheir own salary patterns had changed in the past year.The answer supported the wider findings that agentsalaries had not in general been affected by the economiccrisis, with 42% of respondents reporting salary increasesand 44% reporting no change.

SALARIES BY CONTACT CENTER ACTIVITY TYPE AND SIZE Normally, outbound contact center employees tend to getpaid relatively less than their inbound equivalents, mainlybecause the former will tend to receive a much higherperformance-related bonus, and this is the case with newagents, but the gap is much less than it has been inprevious years. Those in mixed inbound-outboundoperations will tend to be paid more across the board.



INDUSTRY IMPACTThe map below, taken from “North American Contact Centers in 2006: The State of the Industry” analyze the US contactcenter industry by nine divisions.



LOOKING FORWARDIf time and money were no object, this is what most want in their contact center according to ContactBabel’s 2010survey. The majority of the responses fell into thesecategories:

1 Integrated CRM

2 Knowledge Base

3 Speech Analytics

4 Integrated Voice

5 Multimedia

6 Website

7 Unified Communication Platform

More specifically, these are the more desired improvements to management information systems.

And finally, how will the contact center look in five years’ time? Below are responses from the 2010 survey:

MIS improvement Proportion ofrespondents

Consistency and consolidation across systems to give full view of contact center 28%

Real-time reporting 18%

Agent-level reporting inc. adherence to schedule 10%

100% customer view 7%

Automation of reports 7%

Cross-site management 7%

First-call resolution measurement 3%

Multimedia handling 8%

Other 12%