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CIS: November 10, 2009 eNewsLetter
November 10, 2009

TLC&A Begins Hiring at Iowa Contact Center

By Brendan B. Read, Senior Contributing Editor

In what may be a hopeful sign that the economy is beginning to turn around, Thomas L. Cardella & Associates (TLC&A) announced that it will begin hiring immediately to fill 55 full-time and part-time positions at its Coralville, Ia. contact center.

The staff will handle outsourced inbound sales orders for a premier catalog, Internet and retail clothing supplier. The flexible schedule consists of both evening and weekend shifts. Paid (News - Alert) training begins Nov. 16 and 21.

President Thomas L. Cardella told the Iowa City Press-Citizen that the added work is coming from an existing client. His firm employs 800 people across the state, including 200 in Coralville.

“Their clothing sales are increasing,” Cardella said. “They have an increased need for more people on the phone.”

The contract follows growth-driven expansions by TLC&A in 2009 amidst a tough and competitive market. In July TMC, citing a Chicago Tribune story, reported that it has a new contact center in Grinnell, Ia. It has opened four other centers in the state, reported the story, including Cedar Rapids, Coralville, Keokuk and Marshalltown over the last two years.

The key to the company’s success is a highly personal dedication to both clients and staff enabled by adopting and using ‘practical edge’ methods and products. TLC&A is focused on Fortune 500 clients in the financial services, insurance, publication, technology, telecom, entertainment, utilities, and travel industries. It provides inbound customer service and support, outbound teleservices, e-mail management, and Webchat services. It uses at-center supplemented by at-home agents, supported by tools such as skills-based routing and VoIP.

TLC&A has been suitably honored with two prestigious awards from the International Quality and Productivity Center (IQPC) Best in Class Call Center and 1st Place Runner Up Call Center Leader of the Year. The Excellence Awards are designed to honor, recognize and promote contact centers that demonstrate true best practices in the contact center spectrum. Leading organizations were identified and assessed by a group of contact center experts and leaders.

“The company is thrilled to be recognized by IQPC with these two prestigious awards,” Cardella, who founded the firm that bears his name in 2007, said in a statement. “We are extremely proud of what we have developed, and we are very pleased to be recognized by our industry peers. It highlights our ability to deliver excellent results that meet and exceed client expectations while providing quality customer care, solidifying the fact we are a leading service agency for Fortune 500 companies.

“This validates the hard work and dedication of the entire organization, especially the commitment of the team to fully grasp the vision for the company and consistently delivering the results our clients want and deserve,” Cardella said.

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Patrick Barnard


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