Teleservices firm Thomas L. Cardella & Associates (TLC&A) is expanding its Keokuk, Iowa, facility, adding 55 new positions and paying $9 to $10 per hour for which hiring will begin immediately.
The expanded Keokuk center follows other expansions and new centers over the past few months in Coralville and Marshalltown, Iowa.
“As a Keokuk native, I am pleased to continue to build our company in Iowa and to bring additional quality jobs and benefits to the residents of Lee County,” says company President Thomas L. Cardella.
TLC&A has locations in Cedar Rapids, Coralville, Keokuk, and Marshalltown, Iowa. It also has at-home agents. The firm focuses on serving the direct marketing needs of Fortune 500 clients in the financial services, insurance, publication, technology, telecom, entertainment, utilities, and travel industries.
TLC&A meets clients’ needs with solutions including inbound customer service, outbound teleservices, e-mail management, chat, and customer support services. It uses an Avaya VoIP system for inbound calls, and the company leverages technology, particularly flexible architectures and design philosophies, to build custom solutions.
For outbound calls, TLC&A relies on SER dialers. Analyzing lists daily, it predicts the most favorable calling windows and list success, blend leads, and distribute lists to sites for optimum results. It prefers custom designing algorithms with call attempt parameters for better success rates and less inconvenience to customers.
Avaya (News - Alert) Contact Center Express enables multi-channel solutions to enhance productivity. It also has the latest recording software from Tantacomm that improves quality and training, and permits clients’ remote live monitoring.
Founded in April of 2007, Thomas L. Cardella & Associates is ranked as one of the fastest growing contact center companies in the United States. In twenty months, Thomas L. Cardella & Associates has grown to four locations and over 500 employees.
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Edited by Michael Dinan