Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

TLC Associates - ContactCenterWorld.com Blog

TLC Associates Launches Omni Channel B-to-B Service

CEDAR RAPIDS, IOWA: January 2016 – TLC Associates, a leader in driving business to business revenue in outsourced customer contact centers for Fortune 500 leaders, is launching an omni-channel business service, aimed at helping companies maximize business-to-business communications by integrating across lines of contact. The solution integrates multiple interaction channels: inbound and outbound calls; web-based interactions; social media, back office, chat and email transactions and presents business professionals with standardized information, no matter how they choose to interact.

“Convenience and accuracy are critical in today’s world. Busy executives manage their purchases much the same way consumers do, integrating web and mobile searches, online chats, telephone interactions and texting allows them to research products, answer critical questions and make purchases at anytime, anywhere. Each interaction needs to be ready and available, delivering consistent information.” remarked Thomas Cardella, President and Founder of TLC Associates. “Our clients can now turn to TLC Associates to help them manage the volume of interactions in a way that will bring their customer real-life convenience. The benefit of TLC Associates’ omni-channel B-to-B service is that it distinguishes our clients’ brand among its competitors and increases their customer’s satisfaction.”

“In a recent study by Forrester Research, Building the B2B Omni-Channel Commerce Platform of the Future, more than 60 percent of companies said that their business customers expect omni-channel capabilities from them, and yet, in recent studies, less than 25% of companies are prepared to offer an integrated suite of communication channels for their customers, “ remarked Cardella. “Those companies that did offer omni-channel solutions, and participated in the Forrester study, received more than 30% higher sales revenue and 75% greater customer satisfaction.”

“For one of TLC Associates’ current clients, we have more than doubled their in-house business to business sales conversions, with higher satisfaction ratings, by our efficient use of text and chat mediums as follow ups to their business clients,” said Cardella. “Our representatives are able to develop a closer relationship with business customers. The connection this creates between customers and our teams is proven by consistently higher sales.”

TLC Associates was recently ranked as the 12th largest integrated contact center provider in the world by TMC Net and was awarded the 2015 Customer Experience Innovation award for its SecureRep security solution. For more information, please visit www.tlcassociates.com or call (319) 730-4000.

About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and has an at home location in El Paso, Texas. For more information about TLC Associates, please visit www.tlcassociates.com.

Contact
Thomas L. Cardella
President, TLC Associates
(319) 730-4000
thomas.cardella@tlcassociates.com

Source: http://tlcassociates.com/tlc-associates-launches-omni-channel-b-to-b-service/

Publish Date: January 22, 2016 5:00 AM


TLCA’s SecureRep Solution Wins Innovation Award

FOR IMMEDIATE RELEASE

TLC Associates’ SecureRep Solution Awarded 2015
Customer Experience Innovation Award

CEDAR RAPIDS, IOWA, December 8, 2015 – TLC Associates (TLCA), one of the nation’s top privately held customer contact providers, announced today that TMC, a global, integrated media company, has named SecureRep a winner of the 2015 Customer Experience Innovation Award. The SecureRep solution integrates technical innovation with multiple layers of environmental controls, and 100% physical monitoring and tracking to guarantee security of consumers’ personal information during an interaction.

The 2015 Customer Experience Innovation Award recognizes best-in-class companies that are setting the standard in delivering exceptional customer experiences.

TLC Associates leverages its 20+ years of experience in supporting millions of consumers’ communication of personal and financial information to create SecureRep, a 100% secure experience for consumers. The solution spans omni-channel interaction channels: inbound and outbound call, web-based interactions, social media, back office, chat and email transactions.

TLCA’s security innovation, SecureRep, eliminates the call center representative’s access to the consumers’ credit card number and personal information during the interaction, regardless of the interaction channel. “This is done through a complex network comprised of top of the line automated voice/data capture technologies, data leak protection and intrusion detection and protection solutions layered with TLC Associates’ custom-built representative action tracking and monitoring and environmental control solution. Additionally, SecureRep mandates that more customer information be treated as confidential than any other system,” noted Greg Henn, TLC Associates’ Executive Vice President of Technology, Network Security and Compliance.

One of the unique keys to SecureRep’s success is the implementation of exhaustive environmental and monitoring controls that go well above the requirements of PCI Compliance. “TLC Associates’ own innovation in monitoring, tracking, environmental and personal employee controls ensures that TLC Associates can not only monitor, but control representative access and activity. The effect is a top-of-the-line defense across all customer interaction channels.” noted Henn.

SecureRep’s 360-degree view of representative activities tracks and restricts physical access and movement on call floor areas, PC terminals, network paths, and individual representative activity, movement and entries. All cell phones and other external communication or recording devices are forbidden in the center to ensure security. Henn also notes that “TLC Associates continually audits performance of the SecureRep system and continual education for representatives and center management teams.“

“TLC Associates has always taken the security of consumer’s information seriously. All of our interaction centers and technical solutions are 100% PCI DSS compliant and we invest heavily in making sure that our teams are monitored and controlled at every step,” remarked Thomas Cardella, President and Founder of TLC Associates. “The real benefit of increasing our security around the collection and storage of personally identifiable information is consumer satisfaction. If consumers are confident their information is secure when they interact with our client companies, we know that they will choose that company again and again. That is just one of the values that TLC Associates can bring to our clients. Clients know that our representatives are held to a higher standard.”

SecureRep provides automatic encryption of card and transaction details at multiple levels; capability of full scale integration with EMV chip technology; public /private key encryption; numerous layers of password protection and real-time monitoring to identify representative’s movements.

By allowing secure transactions, this fully secure solution manages customer data across multiple contact channels, delivering proven increases in revenue and customer satisfaction. “For one of our clients, we have more than doubled their customer satisfaction, giving them a near 100% average customer satisfaction rating by securing their customer transactions,” said Cardella. “The connection this creates between consumers and our clients is invaluable.”

“Congratulations to TLC Associates for receiving a 2015 Customer Experience Innovation Award. TLC Associates’ SecureRep has been selected for enhancing the customer experience and improving business relationships,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement.”

TLC Associates was recently ranked as the 12th largest integrated contact center provider in the world by TMC Net. For more information, please visit www.tlcassociates.com or call (319) 730-4000.

About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its nearly 25 Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and another in El Paso, Texas. For more information about TLC Associates, please visit www.tlcassociates.com.

About CUSTOMER
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.

About TMC
Global buyers rely on TMC’s content-driven marketplaces to make purchase decisions and navigate markets. This presents branding, thought leadership and lead generation opportunities for vendors/sellers.

TMC’s Marketplaces:
• Unique, turnkey Online Communities boost search results, establish market validation, elevate brands and thought leadership, while minimizing ad-blocking.
• Custom Lead Programs uncover sales opportunities and build databases.
• In-Person and Online Events boost brands, enhance thought leadership and generate leads.
• Publications, Display Advertising and Newsletters bolster brand reputations.
• Custom Content provides expertly ghost-crafted blogs, press releases, articles and marketing collateral to help with SEO, branding, and overall marketing efforts.
• Comprehensive Event and Road Show Management Services help companies meet potential clients and generate leads face-to-face.

For more information about TMC, please visit www.tmcnet.com.

TLC Associates Contact:
Thomas L. Cardella
President, TLC Associates
4515 20th Avenue, SW
Cedar Rapids, IA 52404
(319) 730-4000
thomas.cardella@tlcassociates.com

TMC Contact:
Rebecca Conyngham
Marketing Manager
203-852-6800, ext. 287
rconyngham@tmcnet.com

###

Source: http://tlcassociates.com/tlca-wins-innovation-award-with-securerep-solution/

Publish Date: December 29, 2015 5:00 AM


TLC Associates Adds 75 New Jobs to Support New Client

CEDAR RAPIDS, IOWA, November 12, 2015 – TLC Associates (TLCA), one of the nation’s top privately held customer contact providers, is continuing its current growth trajectory, adding a signed agreement with one of the nation’s largest media corporations.

On behalf of Fortune 500 and mid-cap clients across the communications, financial services, publishing, healthcare and agriculture industries, TLCA offers customer service management and sales through integrated contact channels: inbound and outbound calls, email, direct mail, chat and social media.

“This new business-to-business program represents a new endeavor for TLCA. This new program allows us to offer well-paid, professional positions to more seasoned telemarketing and service agents in the area,” stated Thomas Cardella, President and Founder of TLC Associates.

“Being able to continue to grow TLCA and bring more jobs to Iowa is always exciting, but these positions I am particularly thrilled to announce,” noted Cardella. “The Corridor has a number of talented people in service and sales, and this program offers them a more professional career path, and a chance to execute on their talents. These are not your every day call center positions. Offering a greater range of schedules and skills to the area’s professionals is exciting.“

“This Fortune 500 client selected TLCA for their business due to the very high quality of service and sales results our Corridor employees deliver. And we deliver the top level results to our clients each and every day,“ Cardella continued. “What I consistently hear from new and old clients alike is how impressed they are by the professional customer service and sales skills of our teams–and by how much people at TLCA truly enjoy their jobs.“

In order to meet the hiring demand, TLCA is offering on the spot interviews for interested professionals on

Thursday, November 19th from 10 am until 8 pm
Friday, November 20th from 10 am until 8 pm
Saturday, November 21st from 9 am to 1 pm

Interested candidates are asked to join us at 4515 20th Avenue, SW in Cedar Rapids. Candidates may also apply online at anytime at www.tlcassociates.com.

These positions will offer employees a variety of shifts, paid time off, competitive wages, and large bonuses and unlimited commission opportunities. Exact wages vary by position and shift, with full medical benefits available.

“This is an exciting time to work for TLCA. There is so much growth potential.” stated Cardella.

For more information on these positions, or to apply online, please visit www.tlcassociates.com/employment or call (319) 248-4200.

TLC Associates was also recently ranked as the 12th largest integrated contact center provider in the world by TMCNet.

About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its nearly 25 Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and another in El Paso, Texas. For more information about TLC Associates, please visit www.tlcassociates.com.

Contact
Thomas L. Cardella, President, TLC Associates
4515 20th Avenue, SW
Cedar Rapids, IA 52404
(319) 730-4000 or thomas.cardella@tlcassociates.com

Source: http://tlcassociates.com/tlc-associates-adds-75-new-jobs-to-support-new-client/

Publish Date: November 12, 2015 5:00 AM


TLC Associates Ranked 12th Largest Call Center Provider In the World

CEDAR RAPIDS, IOWA, May 2015 — TLC Associates (TLCA) was recognized as the industry’s 12th largest call center provider, as ranked by TMC, in its CUSTOMER magazine 30th Annual Top 50 Teleservices Agencies Ranking.

“We are very proud to continue to be ranked among the top call center providers in this industry. Our growth is proof of the trust our clients continually place in us,” stated Thomas Cardella, President, “and of the success our talented representative teams have in meeting client goals.”

“I am excited to share that our ever-growing base of clients continues to drive additional volumes to TLCA because of our quality performance, ensuring that TLCA remains a top provider in the call center industry,” noted Cardella.

TLCA was also ranked by TMC, a global integrated media company, as the 9h largest outbound provider, the 14th largest inbound provider and the 3rd largest interactive provider. The Top 50 Teleservices Agencies Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound.

Stated Rich Tehrani, CEO, TMC. “This ranking is truly the benchmark for choosing large-capacity teleservices agencies.”

The Top 50 Teleservices Agencies Inbound, Outbound and Interactive rankings are published online and in the May 2015 issue of CUSTOMER magazine. For more information about the award, please visit www.tmcnet.com. For more information about TLC Associates, please visit www.tlcassociates.com or call (319)730-4000.

About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its nearly 25 Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and another in El Paso, Texas. For more information about TLC Associates, please visit www.tlcassociates.com.

Contact
Thomas L. Cardella, President, TLC Associates
(319) 730-4000 or thomas.cardella@tlcassociates.com

Source: http://tlcassociates.com/tlc-associates-ranked-12th-largest-call-center-provider-in-the-world/

Publish Date: May 28, 2015 5:00 AM


TLC Associates Brings 300 New Jobs in Iowa

CEDAR RAPIDS, IOWA, March 31 2015 – Thomas L. Cardella & Associates (TLCA), one of the nation’s top privately held customer contact providers, is growing, adding more than 300 new jobs to the Cedar Rapids/Iowa City, Iowa corridor. The rapid expansion is driven by a new scope of work from existing Fortune 500 clients in the communications and entertainment industries.

“We are thrilled to be able to offer the Eastern Iowa community, and our current employees, a broader choice of employment opportunities.,” stated Thomas Cardella, President. “With this addition, TLCA will soon be employing more than 900 call center professionals in the Iowa City/ Cedar Rapids corridor alone.”
On behalf of Fortune 500 and mid-cap clients across many industries, TLCA offers customer service management and sales through integrated contact channels: inbound and outbound calls, email, direct mail, chat and social media.

“Our clients have asked us to take on this additional business due to the very high quality of work provided by our Corridor employees. They are impressed by the professional customer service and sales skills of our teams–and by how much people at TLCA truly enjoy their jobs. With our team’s hard work, TLCA has been able to consistently deliver high customer satisfaction ratings and a very direct and positive return on our client’s investment.”

“With this expansion, and a soon to be announced new client,” quoted Cardella, “TLCA will nearly double its size in 2015 and will need to launch a new location. We feel this is a testament to our high quality of service, new offerings and our honest and upfront approach to client relations.”

These positions are inbound customer service, inbound account management and inbound sales positions. Representatives will be helping consumers manage their wireless phone and internet accounts, purchase entertainment and home services packages and troubleshoot home and personal electronics performance.

These positions will offer employees a variety of shifts, paid time off, competitive wages, and large bonus and commission opportunities. Exact wages vary by position and shift, with weekly bonuses and full medical benefits available.

“Additionally, TLCA has a new initiative to ensure that we are exceeding our employee’s expectations. Our centers are being outfitted with expanded employee lounges with home-like settings and entertainment for our employees’ use. We are investing in our employees by increasing wages, offering more contests and prizes, and added professional development opportunities. TLCA has many long-standing employees, with high retention rates that are almost unheard of in this industry, and it is our intention to continue to improve. “

For more information on these positions, or to apply online, please visit www.tlcassociates.com/employment or call (319) 730-4028.
TLC Associates was also recently ranked as the 18th largest integrated contact center provider in the world by TMC Net and is a recent recipient of the Quality Innovation Award offered by TMC Net for its integrated business service.

About Thomas L. Cardella & Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its nearly 25 Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and another in El Paso, Texas. For more information about TLC Associates, please visit www.tlcassociates.com.

Contact
Thomas L. Cardella, President, Thomas L. Cardella & Associates
4515 20th Avenue, SW
Cedar Rapids, IA 52404
(319) 730-4000 or thomas.cardella@tlcassociates.com

###

Source: http://tlcassociates.com/tlc-associates-brings-300-new-jobs-in-iowa/

Publish Date: April 1, 2015 5:00 AM


TLC Associates Wins Customer Experience Innovation Award

Omni Business Solution Honored for Improving Customer Experience
CEDAR RAPIDS, IOWA November 2014 – TLC Associates announced today that TMC, a global integrated media company, has named its Omni Business Solution as a 2014 Customer Experience Innovation Award winner presented by TMC’s CUSTOMER magazine.
The 2014 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences.
TLC Associates’ Omni Business Solution manages customer touchpoints across every aspect of business,” remarked Thomas Cardella, President and Owner of TLC Associates. “Typical contact centers manage customer interactions at or near the customer direct purchase only. Our Omni Business Solution recognizes that customers interact with businesses at many points and this solution helps integrate their experience and feedback from all of those interactions.”
“For example,” says Cardella, “a major durable goods retail client uses TLCA’s Omni Business Solution for product tests, product and brand marketing services, loyalty program management, goods distribution tracking, mass channel marketing assistance, invoice collections, dealer support, warrantee management, order entry and, finally, end-user satisfaction surveys.”
“This product is really an amalgamation of the work we have been performing for our Fortune 500 clients for years,” continued Cardella. “Our full cycle solution helps clients view their customers not as a series of transactions, but as one continuous relationship. We are proud to be positioning our clients to deliver industry-leading service.”
“The close customer connection our clients receive with this integrated solution has proven to be invaluable, delivering increased customer satisfaction and driving up client return on investment.” said Cardella, ”It is a key reason our company is experiencing exponential growth.”
“Congratulations to TLC Associates. Its Omni Business Solution has been selected for this award because of its ability to advance the ever-important customer experience,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement.”
TLC Associates was also recently ranked as the 18th largest integrated contact center provider in the world by TMC Net. For more information, please visit www.tlcassociates.com or call (319) 730-4000.

About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its nearly 25 Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and has a quality assurance specialty location in El Paso, Texas. For more information about TLC Associates, please visit www.tlcassociates.com.

About CUSTOMER
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.customer.tmcnet.com.

About TMC:
TMC is a global, integrated media company that supports clients’ goals by building communities in print, online, and face to face. TMC publishes multiple magazines including Cloud Computing, M2M Evolution, Customer, and Internet Telephony. TMCnet is the leading source of news and articles for the communications and technology industries, and is read by as many as 1.5 million unique visitors monthly. TMC produces a variety of trade events, including ITEXPO, the world’s leading business technology event, as well as industry events: Asterisk World; AstriCon; ChannelVision (CVx) Expo; Cloud4SMB Expo; Customer Experience (CX) Hot Trends Symposium; DevCon5 – HTML5 & Mobile App Developer Conference; LatinComm Conference and Expo; M2M Evolution Conference & Expo; Mobile Payment Conference; Software Telco Congress, StartupCamp; Super Wi-Fi & Shared Spectrum Summit; SIP Trunking-Unified Communications Seminars; Wearable Tech Conference & Expo; WebRTC Conference & Expo III; and more. Visit TMC Events for additional information

Company Contact:
Thomas L. Cardella
President, Thomas L Cardella & Associates
(319) 730-4000
thomas.cardella@tlcassociates.com

TMC Contact:
Rebecca Conyngham
Marketing Manager
203-852-6800, ext. 287
rconyngham@tmcnet.com

###

Source: http://tlcassociates.com/tlc-associates-wins-customer-experience-innovation-award/

Publish Date: February 9, 2015 5:00 AM

ABOUT US IN 60 seconds!

Industry Champion Award Leaderboard

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =