Category Archives: News

Customer Service Book Published

Peter Lyle DeHaan Releases Sticky Customer Service

Peter Lyle DeHaan released his newest book, Sticky Customer Service: Stop Churning Customers and Start Growing Your Business, on June 17. 

Sticky Customer Service

“Customer service isn’t a once-and-done effort,” DeHaan says. “It takes ongoing work to truly meet your customers’ expectations.” In Sticky Customer Service, unearth practical, action-oriented insights to help turn customer service from an embarrassing weakness into a business strength. “Though Sticky Customer Service addresses all aspects of customer service, the telephone takes center stage, with added attention given to online and multichannel interactions.”

In Sticky Customer Service, you’ll discover:

  • The three key areas where customer service occurs and why they must work together.
  • How to avoid common errors that too many businesses make.
  • Why delighting customers is not the best approach and sets up future failure.

“Most businesses today give more attention to customer acquisition then customer retention. This is backward thinking,” DeHaan states. “It’s much easier and less costly to keep existing customers than it is to find new ones. Yet the actions of most businesses prove that they don’t understand this.”

Peter Lyle DeHaan, Publisher and Editor of Connections Magazine

Sticky Customer Service is book one in the Sticky series. Future titles include Sticky Leadership, Sticky Sales and Marketing, and Sticky Living.
Sticky Customer Service is available in e-book, paperback, and hardcover. Get your copy of Sticky Customer Service today.

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Wisconsin State Journal Names Amtelco “Top Workplace”

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Amtelco was awarded a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC. The anonymous survey uniquely measures fifteen culture drivers that are critical to the success of any organization, including alignment, execution, and connection. 

“During this very challenging time, Top Workplaces has proven to be a beacon of light for organizations, as well as a sign of resiliency and strong business performance,” said Eric Rubino, Energage CEO. “When you give your employees a voice, you come together to navigate challenges and shape your path forward. Top Workplaces draw on real-time insights into what works best for their organization, so they can make informed decisions that have a positive impact on their people and their business.”

Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center communication systems, software applications, and telephone switching technologies for forty-five years. Founder Bill Curtin II and Amtelco have received more than thirty U.S. Patents for telephony software, data handling methodologies, and telephone switching devices.

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Amtelco president Tom Curtin continues to be proud of the entire Amtelco employee team. He stated, “While 2020 proved to be very different from any other time in recent history, the Amtelco team stepped up and customer support became the top priority for every one of us. Our customers provide essential call center services to their communities, so we reached out to them to find out how we could help. Since our beginning in 1976, many challenges have arisen, and each time the Amtelco team prevailed, as we did once again in 2020.”

Telemarketing Services Firm QCS Hires SOC 2 Auditor



Quality Contact Solutions (QCS) hired Align Assurance, a third-party independent audit firm to perform a SOC 2 audit. A SOC (System and Organization Controls) 2 audit report provides detailed information and assurance about a service organization’s security, availability, processing integrity, confidentiality, and privacy controls, based on their compliance with the AICPA’s (American Institute of Certified Public Accountants) TSC (Trust Services Criteria). Over the past year the company has prepared and is now ready to begin the audit process.

“We are committed to ensuring the privacy and security of our client data and systems,” said Angela Garfinkel president and founder of Quality Contact Solutions. “To demonstrate our commitment, we are investing in SOC 2 Type II certification. The certification will assure current and future clients of our commitment to data safety.”

Align Assurance will handle the audit. The expected SOC 2 Type 1 certification completion is June 2021, with SOC 2 Type II certification completion expected by October 2021. 

Designed by the AICPA, the SOC 2 examinations assists organizations of any size, regardless of industry and scope, by ensuring the protection of the personal assets of their potential and existing customers. The SOC 2 attestation demonstrates that the services and systems assessed to achieve the rigorous security standards, processing integrity, confidentiality, privacy, and availability. 

Dean Garfinkel, QCS’s chief operating officer, will lead the project along with his team of IT and compliance professionals. “SOC 2 Type II certification is considered to be the benchmark for data security. By no means is the process quick and easy but it’s essential. We believe an in-depth review will demonstrate our commitment to data security and meeting the compliance needs of our clients today and in the future.”

Quality Contact Solutions is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. QCS offers many telemarketing services, including outsourced sales, upselling, cross-selling, surveys, lead generation, sales lead qualification, appointment setting, inside sales, and inbound customer service. 

Amtelco Receives Auditing Communication Sessions Patent


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Amtelco announced it received U.S. patent 10,917,524 for “Auditing Communication Sessions.” The patentable element is Amtelco’s systems and methods for auditing communication sessions. 

This improved system makes it possible to audit diverse types of communication sessions (such as calls and web chats) that provide accurate and efficient client notifications. It provides flexibility with respect to call auditing methods and allows the client to audit the communication session in a way that is suitable to their circumstances.

“The ability to audit different types of communication sessions is important to the success of our customers and their clients,” said Amtelco president Tom Curtin. “This accurate, efficient, and flexible method ensures that the quality of a caller’s interaction with the call center is satisfactory.”

Founded in 1976 to provide communication solutions to the answering service and medical messaging industry, Amtelco has a strong history in the telemessaging industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations, backed by top notch service and support. Millions of telephone calls are processed every day by Amtelco systems and software in operation around the world.

2021 NAEO Convention to Go Virtual



The National Amtelco Equipment Owners (NAEO) announced that the 2021 NAEO Annual Conference will be held virtually rather than live in Atlanta, Georgia. The conference will run from April 13–15 and 21, 2021. With continued substantial risk for large gatherings due to the Covid-19 pandemic and so many travel restrictions still in place, the board made the difficult decision to hold the 2021 conference virtually. 

“While we are disappointed not to be able to meet in person, we believe this virtual option will open new opportunities for our membership this year,” said association president Marvin Cooper. “Over the past year we have grown accustomed to virtual events and are more equipped to get the most out of this option. We will be able to involve more people at our offices than may have been possible in the past, hear from some new voices and minds that may not have been at past live conventions, and save on travel costs.” This year’s theme is Resilience and Reinvention.

In other news, NAEO welcomes Marie McGuire of AnswerTel in Athens, Alabama who was elected to a second term, Kelly Cammack of Apollo Answering Service in Houston, Texas who was elected to an initial term, and Michael Lebowitz of Call Experts in Charleston, South Carolina who was elected to an initial contemporary term after having served two terms in the past.

Amtelco Receives U.S. Patent for Speech-Enabled Scripting


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Amtelco announced it has been granted a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco’s system and method for intelligent speech-enabled scripting. 

This improved system alleviates the complexity and burdens that call centers face with configuring multiple, separate devices to work effectively together to facilitate the handling of incoming calls, manage the variation in call loads, and provide adequate security measures to ensure that sensitive information conveyed during a call is safeguarded.

“Speech-enabled intelligent scripting provides our customers with an efficient system to manage a productive call center,” said Amtelco president Tom Curtin.

Bill Curtin, the founder of Amtelco, received his first telecommunications patent in 1951. Since that time, Amtelco’s innovation has added twenty-nine patents, covering a wide range of communications processes. 

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Amtelco has a strong history in the telemessaging industry and was founded in 1976 to provide communication solutions to the answering service and medical messaging industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations and backed by top notch service and support. Millions of telephone calls are processed every day by Amtelco systems and software in operation in all fifty of the United States and more than twenty foreign countries. 

Amtelco Celebrates miSecureMessages App 10th Anniversary


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Amtelco announced the 10-year anniversary and continued growth of miSecureMessages, their secure messaging app. MiSecureMessages was built specifically to deliver HIPAA compliant text messages and meets the strict HIPAA and HITECH privacy and security standards of the healthcare industry. However, many industries outside of the healthcare sector have also found miSecureMessages to be a valuable encrypted messenger solution as well. 

MiSecureMessages’ tenth anniversary is occurring during unprecedented times. The COVID-19 pandemic has highlighted the considerable importance of maintaining personal space while communicating with co-workers. 

“MiSecureMessages is more than just an encrypted texting app,” said Gary Kerner, director of sales. “Our app is an integral part of a complete secure messaging system that can integrate with other systems. MiSecureMessages provides call centers and corporate teams with a solution to easily share texts, photos, audio files, and videos for their confidential communications.”

The app also reduces the number of devices employees need to carry because BYOD (bring your own device) security is built in. MiSecureMessages is securely siloed from other messaging platforms like email and SMS.

In a few months, miSecureMessages will issue an app update to version 6.8, which will offer customers new capabilities and enhanced app performance. MiSecureMessages works on mobile phones, smartwatches, tablets, laptops, and desktop computers. It’s available for Android™ and Apple® iOS devices.

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For more information visit miSecureMessages.com and Amtelco.com

Chris Grothe Joins Quality Contact Solutions as VP of Operations



Quality Contact Solutions, Inc (QCS) announced that Chris Grothe has joined the organization as vice president of operations. Grothe is responsible for driving business performance and ensuring clients achieve their business process outsourcing (BPO) goals. 

Before joining the QCS team, Grothe racked up nearly three decades of call center and telemarketing services industry experience. Throughout his extensive career his passion for identifying opportunities and executing new strategies within an outsourced call center setting has fueled his success. In addition, Grothe has key experience in leading organizational change initiatives. As a telemarketing services professional, Grothe has immersed himself in the servant leadership philosophy and prioritizes removing obstacles that may hinder his team’s success.

“We are thrilled to have Chris join our team. He’s a skilled leader and is a great fit for the hungry, humble, smart culture we’ve built,” said Angela Garfinkel, president and founder of Quality Contact Solutions. “With his record of successful organizational development, operations improvement, and change management, Chris perfectly complements our talented leadership team.” 

Grothe is excited to make an impact. “I’ve been impressed with the tremendous ownership, effort, and passion from the entire QCS team,” Grothe noted. “When it comes to executing client programs, the team is persistent and works with urgency to achieve objectives and goals. It is my intent to ensure we continue to leverage the vast talent and knowledge we have as a company and to position the QCS operations team and our owner-operator partners for continued success.”

Quality Contact Solutions (QCS) is a certified woman-owned business enterprise and an industry leader in call center and telemarketing services solutions, including B2B and B2C programs. QCS offers many telemarketing services including outsourced sales, upsell, cross-sell, surveys, lead generation, sales lead qualification, appointment setting, inside sales, and inbound customer service. The QCS expertise resides in providing turnkey outsourced call center services that augments sales and marketing programs across a variety of industries. 

Amtelco’s Soft Agent Transforms Agent Experience

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Soft Agent now rated “Avaya compliant”

Amtelco announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions–helping customers optimize the agent experience by turning any personal computer into a professional telephone agent station. Avaya is a global leader in solutions that enhance and simplify communications and collaboration.

Amtelco helps customers simplify and optimize their contact center operations with solutions like Soft Agent that can be integrated with both hard-wired legacy systems and Session Initiation Protocol (SIP) based Voice Over IP (VoIP) networks. The backbone of the Soft Agent application is the Amtelco Sandbox, a single-point-of-entry solution that provides agents with the most current information possible to process calls and use that information to quickly resolve customer inquiries. The application is compliance-tested by Avaya for compatibility with the Avaya Aura® platform 8.1.

“We are excited that this latest release of our Soft Agent application has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, president, Amtelco. “Our mutual customers can confidently deploy Soft Agent with their Avaya OneCloud CCaaS solutions, helping them uncover new possibilities for getting more out of their communications infrastructure.”  

Amtelco is a leading supplier with more than 40 years of communication technologies and software communications applications.

Telescan Announces Auto-Patch of Client Calls Using Secure Apps

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Telescan, a division of Amtelco, announced a new feature in development for the Spectrum system for users of the Genesis Prism application: the ability to auto-patch client calls through Prism and present a pre-programmed phone number as the caller ID to the called party.

This feature will provide a straightforward way for clients to make calls directly through Spectrum’s secure messaging apps from their cell phones without revealing their personal cell phone numbers. Support for both Spectrum Secure Delivery and miSecureMessages will be through a common interface.

For more information, contact Amtelco at 800-356-9148 or info@amtelco.com.