Category Archives: News

Complying with the Latest Telemarketing Rules

By Angela Garfinkel

There have been many changes to telemarketing rules and regulations in 2021. The most notable change was the April 1, 2021, U.S. Supreme Court decision in Facebook v. Druid

That decision effectively neutered the plaintiff’s bar in their pursuit of Telephone Consumer Protection Act (TCPA) class action lawsuits across the U.S. Here are the top takeaways from the decision: 

  • The decision narrowed the definition of an autodialer. Now virtually all telephony equipment (including predictive dialers) is non-Automated Telephone Dialing Systems (non-ATDS). 
  • This decision does not impact the restriction on robocalls or prerecorded voice messages. 
  • The decision does not impact the other provisions of the TCPA, including compliance with the National Do-Not-Call list

Florida Telemarketing Rules

On June 29, 2021, Florida Governor Ron DeSantis signed into law CS/SB 1120a telephone solicitation bill effective on July 1, 2021. 

This law amended the Florida Do-Not-Call Act and the Florida Telemarketing Act and provides a private right of action for telemarketing and text marketing violations. Some industry insiders are calling it a mini-TCPA. 

Also, many other states are expected to follow Florida’s lead, so watch out. Florida was the first state to create Do-Not-Call regulations in the nineties. 

The Florida Do Not Call Act now requires a company to have Prior Express Written Consent (PEWC) from the called party before placing calls or sending text messages using an automated system or a prerecorded call. 

Penalties for Violating Telemarketing Rules

Now, here’s the bad news. Unlike the TCPA, Florida widened the definition of an ATDS, making virtually all telephony equipment and dialers an ATDS. As a result, each per-call violation of $500 can triple to $1,500 per call; companies must capture PEWC before calling or texting a Florida telephone number or a Florida resident. 

The Florida Telemarketing Act now restricts how many times a company can place a call to a customer or prospect and when the calls can be placed. 

Permissible calling times are now 8 a.m. to 8 p.m. (the previous call times were 8 a.m. to 9 p.m.). Plus, a telemarketer may only place up to three calls in 24 hours to one person, regardless of any particular number called. 

In addition, the amendments added an anti-spoofing provision that prohibits utilizing technology to deliberately display a caller ID number that conceals the caller’s true identity. 

Some programs are exempt from the Florida Do-Not-Call Act and the Florida Telemarketing Act, including most Business-to-Business programs. Still, conduct a careful review of the Florida law before placing outbound telemarketing calls to Florida phone numbers or Florida residents. 

Angela Garfinkel is the president and founder of Quality Contact Solutions, a leading outsourced telemarketing services organization. Angela has the pleasure of leading a talented team that runs thousands of outbound telemarketing program hours each day. Contact Angela at angela.garfinkel@qualitycontactsolutions.com or 516-656-5118.

Telescan Introduces Spectrum Health Monitor

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Telescan, a division of Amtelco, announced the introduction of a new product, the Spectrum Health Monitor. The Spectrum Health Monitor was developed to make life a little easier for their customers.

The Spectrum Health Monitor automates regular troubleshooting steps and basic preventative maintenance to help prevent extended system down time. It actively monitors the individual system 24 hours a day. The Spectrum Health Monitor can monitor as many applications or services as needed. It is also able to monitor the status of the server to prevent serious issues, such as high CPU usage or low disk space, from becoming an issue that causes an outage. 

“We have created this tool to give our customers greater peace of mind through increased
reliability, allowing them to focus on running their business while their Spectrum system runs itself,” stated Brett Minster, Telescan general manager.

Amtelco logo

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. Telescan was founded in 1976 to make TAS businesses more efficient and profitable. In 2012, Telescan merged with Amtelco to provide call center solutions that meet or exceed customer expectations, backed by top notch service and support.

SA Hosted Unveils New Auto Dispatch Service

SA Hosted and Managed Solutions, a provider of virtual contact center services, announced that its Auto Dispatch module is ready for service. The new software is designed to streamline the entire dispatching process. Based on the client’s requirements, Auto Dispatch provides fast and error-free message delivery with the click of a single button.

“Auto Dispatch is a powerful tool for today’s answering service owners,” said Terri Paffile, SA Hosted senior manager. “Not only will they save the time their agents spend looking up instructions, but they will also save money by eliminating the need for extra agent resources.”

SA Hosted and Managed Solutions offers a full suite of customizable and affordable virtual contact center solutions. The company focuses on providing contact centers with the resources and technology they need to achieve the ideal customer experience, without a huge demand on their bottom line. By combining technology assets with the insight from their vertical partners, SA Hosted creates enterprise-wide solutions that maximize efficiency while minimizing development costs and capital investment.

Learn more at www.sahosted.com or email terri.paffile@sahosted.com.

Quality Contact Solutions Now SOC 2 Type 1 Certified

Quality Contact Solutions, Inc (QCS), a leading outsource call center and telemarketing company, announced that it is now SOC 2 Type 1 and HIPAA certified. The SOC 2 Type 1 and HIPAA certification report prepared by A-LIGN, a cybersecurity and compliance professional services firm, confirms the company’s information security practices, policies, procedures, and operations meet the SOC 2 and HIPAA standards for security, availability, and confidentiality.

“At QCS, our priority has always been to protect our clients’ data and implement the highest security and privacy measures available, stated Angela Garfinkel, president and founder of Quality Contact Solutions. “Our SOC 2 Type I and HIPAA certification demonstrate our continued commitment. Having a respected third party confirm the strength of our systems validates our efforts.” 

Established by the American Institute of Certified Public Accountants, the SOC 2 examination is designed for organizations of any size, regardless of industry and scope, by ensuring the personal assets of their potential and existing customers are protected. SOC 2 reports are recognized globally and affirm that a company’s infrastructure, software, people, data, policies, procedures, and operations have been formally reviewed. 

Quality Contact Solutions expects to achieve SOC 2 Type 2 certification by the end of November 2021.

The Health Insurance Portability and Accountability Act (HIPAA) defines policies, procedures, and processes required to protect electronically protected health information (ePHI). As the regulatory oversight related to HIPAA increases, healthcare providers and their business associates like QCS must ensure compliance on an ongoing basis.

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. For more information, visit www.qualitycontactsolutions.com

Amtelco’s Expansion Supports Future Growth

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Amtelco recently completed an expansion and remodel of their facility that had been under construction for the past year. The expansion allows for additional employee workspaces as they continue to grow and add new products and services to support their customers’ needs. 

“This expansion supports our mission as we continue to work together to provide industry-leading solutions backed by five-star support,” said Tom Curtin, president of Amtelco. “Customer support is a top priority. Our workforce has increased by 15 percent in the past year to keep up with the needs of our customers.”

A remodel of the old production space was commemorated as the Joe Everly Courtyard. Joe Everly, CEO, has been a familiar face at Amtelco for over forty years. Tom Curtin stated, “We are proud to honor Joe Everly’s hard work, guidance, and dedication.” 

Recognized as a Top Workplaces employer, Amtelco is known for treating their employees like family. In appreciation of their employees, the remodel included a wellness room, HR benefits room, and updated breakroom. 

Founded in 1976, Amtelco has a strong history in the telemessaging industry to provide communication solutions to the answering service and healthcare communications industry. Amtelco focuses on providing call center solutions that meet or exceed customer expectations, backed by top notch service and support. 

Amtelco Call Processing Application Rated “Avaya Compliant”

Amtelco banner

Amtelco’s Genesis Intelligent Series application version 5.4 is compliant with Avaya OneCloud™ Unified Communications as a Service (UCaaS) solutions. This helps customers enhance call processing to prioritize critical calls and improve call routing and management. 

Amtelco’s solution is a call center software suite featuring multi-channel integrations with built-in speech recognition, text to speech, and voice services. The software helps customers track metrics with customizable reporting, enhance accountability with call logging and video screen capture, connect remote agents, and manage on-call scheduling. Customers can also run it in a virtual server environment or in the cloud. 

Avaya compliance-tested the application for compatibility with Avaya Aura® Session Manager 8.1 and Avaya Aura Communication Manager 8.1 via SIP trunk. Avaya is a global leader in solutions that enhance and simplify communications and collaboration.

“We are excited that our latest application release has successfully completed Avaya DevConnect compliance testing,” said Tom Curtin, Amtelco president. “Our mutual customers can confidently deploy it with the Avaya Aura 8.1 platform, helping them get more out of their communications infrastructure.”  

Amtelco is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market, and sell innovative third-party products that interoperate with Avaya technology. As a Technology Partner, Amtelco can submit products to Avaya for compliance testing, where a team of DevConnect engineers develops a comprehensive test plan for each application to verify its Avaya compatibility. 

This enables customers to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure, helping speed deployment of new applications and reduce both network complexity and implementation costs.

Learn more about how Amtelco is part of Avaya’s DevConnect program

AnswerNet Acquires TPV.com

Contact Center Strengthens Services with Third-Party Verification

AnswerNet announced the acquisition of TPV.com, a leading third-party verification service working with energy and telecom businesses throughout the United States. 

Third-party verification services, also known by the industry acronym TPV, use humans and technology to confirm consumer sales transactions after an in-person or phone sale. The service protects consumers and providers by uncovering and clarifying potential contract or agreement ambiguities prior to the delivery of the telecom or energy services.

The acquisition was officially finalized on June 30, 2021. 

With the acquisition, AnswerNet expands its existing third-party verification solutions business and adds another strong brand to the organization’s growing family of companies. AnswerNet’s other brands include business process outsourcing (BPO), telemarketing, education, nonprofit, answering services, and appointment setting

“We are extremely excited to welcome the entire TPV team to the AnswerNet family,” said Gary Pudles, AnswerNet president and CEO. “They are an important addition to our company because it gives us a leading brand with which to focus our existing and future TPV efforts. With this acquisition, we have taken another step in solidifying our position as the leading provider of TPV services in North America.”

Founded in 1997, TPV.com is a customer contact center business that provides business process outsourcing solutions. Its core competency is independent third-party verification services for businesses nationwide. TPV, LLC will continue to operate as an entity.

AnswerNet is a full-service provider of inbound, outbound, automated, and BPO call center services. Founded in 1998, the company now has thirty sites with 2,000 full-time employees across the U.S. and Canada.

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.

Wisconsin State Journal Names Amtelco “Top Workplace”

Amtelco banner

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.

Amtelco logo

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.