Category Archives: News

Tom Curtin Receives 2022 ATSI Hall of Fame Award

Amtelco


Amtelco announced that Tom Curtin, CEO, was recognized as the 2022 Association of Teleservices International (ATSI) Hall of Fame award recipient. The ATSI Hall of Fame award is given to deserving individuals in appreciation and recognition for their contributions to the industry. ATSI presents the awards at the association’s annual conference to members who show their core values, commitment to peer group success, and the industry.

Tom Curtin, CEO of Amtelco, has worked in the industry since the early 1980s. He has held positions in sales and operations. With the sad passing of his father over twenty years ago, he assumed the helm at Amtelco.

Amtelco CEO Tom Curtin

Under Tom’s stewardship, Amtelco has remained a leader in the development of leading-edge products, set the standard for customer service, opened new markets in healthcare, and always put their customers first. His calm demeanor and quiet personality are much appreciated. Amtelco has consistently been named a top place to work in Madison, Wisconsin.

“We all benefit from the institutional knowledge held by these folks,” said Tifani Leal, ATSI president. “We are so proud for ATSI to recognize a Curtin for the second time and welcome Tom to the ATSI Hall of Fame.”

“I am so humbled by this honor. I vividly recall Mr. C (aka Mr. Curtin) receiving this award in San Diego, California, and how very proud I was to see him receive it,” said Tom Curtin, Amtelco CEO.

“I am truly blessed that he set the stage for Amtelco’s culture ahead of me. This award is humbly accepted on behalf of and due to all Amtelco family members, including employees and our family of customers.”

Amtelco and Telescan

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. The 1Call Division was created in 1997 to help streamline communications for the healthcare call center marketplace. In 2012, Telescan merged with Amtelco.

Together Amtelco, Telescan, and 1Call focus on supplying call center solutions that meet or exceed customer expectations, backed by top notch service and support.

Peter Lyle DeHaan Publishes Healthcare Call Center Book

Latest book, Healthcare Call Center Essentials, released earlier this month on June 6, 2022.

Healthcare Call Center Essentials: Optimize Your Medical Contact Center to Improve Patient Outcomes and Drive Organizational Success

The book Healthcare Call Center Essentials is designed for those who want to manage a more effective medical contact center. From daily operations to long-term success, this essential guide will help readers create a thriving contact center that meets the urgent needs of both patients and the medical community.

In it, you can discover how to better manage your team and support achievable strategies to meet goals and support patients and healthcare centers. By implementing the strategies and tips in Healthcare Call Center Essentials, you can improve your daily systems and perfect your contact center operation.

Peter Lyle DeHaan, Publisher and Editor of Connections Magazine

“Though the focus of this book is healthcare contact centers, the content readily applies to call centers in other industries,” DeHaan said. “This includes both corporate and outsource call centers. It’s a vital resource for every call center leader.”

In addition to writing and publishing magazines and books about the call center industry, DeHaan’s lifetime of experience includes managing a multi-location call center, employment with a call center vendor, and consultant for call centers and telephone answering services.

Healthcare Call Center Essentials is available today in e-book, paperback, and hardcover. Get your copy today.

Quality Contact Solutions named Top 10 Healthcare BPO for 2022

Quality Contact Solutions (QCS) shared that they have been recognized among the Top 10 Healthcare BPO Companies 2022 by Healthcare Business Review.

“We are excited to share that Quality Contact Solutions has been named a Top 10 Healthcare BPO for 2022 by Healthcare Business Review, a trusted source by healthcare leaders for information on managing healthcare business and operations,” said Julie Kramme, vice president of sales for QCS.

“With lower costs and increased efficiencies, business process outsourcing (BPO) is the perfect solution for healthcare organizations,” added Kramme. The QCS team can support the various needs of their clients in the nuanced healthcare industry.

Quality Contact Solutions is 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. 

Telescan Announces Spectrum Updates and New Features

Amtelco

Telescan, a division of Amtelco, announced the R1-22 software update. This release provides several updates and introduces some all-new features for Spectrum users. Some of the highlights in this release include:

Prism II has a new destination option available in Prism II’s directory. The new destination format is designed to allow transferring an inbound call to another number upon successful entry of a passcode by the caller.

Some telephone answering service (TAS) managers have reported significant charges on their phone bill after an operator connected a caller to 911 for an emergency. In response to this, outbound calls to 911 are now disabled unless an outbound 911 caller ID is defined in the Prism II switch settings.

Prism II now allows inbound and outbound calls to be put in a parked state. To prevent inadvertent parking of calls, Agent II now prompts the operator to confirm that park is the intended state for the call.

Another new option allows the caller’s name (if available) to display in the call queues window at an agent station and in the Prism II inbound call status screen.

Some network environments place special requirements on the configuration of SIP audio. Agent II now has additional configuration settings that allow for it to adapt to certain special network requirements.

“We were excited to introduce this release at the TUNe conference held in April,” stated Brett Minster, Telescan general manager. “Users will find several enhancements made to the Spectrum system applications.”

Amtelco and Telescan

Telescan was founded in 1976 to make TAS businesses more efficient and profitable. In 2012, Telescan merged with Amtelco. Together, Amtelco and Telescan focus on providing call center solutions that meet or exceed customer expectations and are backed by top notch service and support. Millions of telephone calls are processed every day by their systems and software in operation in all fifty of the United States and more than twenty foreign countries.

Amtelco Receives Madison, WI Top Workplaces 2022 Award

Amtelco

Amtelco received a Top Workplaces 2022 honor by The Wisconsin State Journal Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by Energage, LLC. The anonymous survey uniquely measures fifteen culture drivers that are critical to the success of any organization.

“Companies need to authentically represent their brand to job-seekers,” said Eric Rubino, Energage CEO. “The employee experience needs to be on the mission-critical list. Leaders who embrace a people-first culture will benefit greatly. By giving employees a voice and showcasing your authentic culture through employer branding, organizations can attract those job seekers who complement their culture. Culture drives performance.”

Amtelco is known for treating both employees and customers with respect. Matt Heron president and CEO of AnswerFirst, an Amtelco customer, said, “Working with the Amtelco folks has always been a pleasure, and I can’t say enough about you all. I am always impressed at your success in creating a strong culture, lasting relationships, and people-first support.”

Amtelco, a family-owned business located in McFarland, Wisconsin, has been a trusted name in call center systems, software applications, and secure texting technologies for over forty-five years. Every day by Amtelco systems process millions of calls around the world.

Founder Bill Curtin, II, and Amtelco have received more than 30 U.S. Patents for telephony software, data handling methodologies, and telephone switching devices. The company reflects Mr. Curtin’s ingenuity and generous. Amtelco has earned industry praise with its award-winning products and proudly supports local and international charities.

Amtelco and Telescan

Advances in technology is helping the contact center industry to grow and continue to be the hub of information. Amtelco CEO Tom Curtin is proud of the entire Amtelco employee team. He stated, “Thanks our dedicated employees, 2021 ended as the best year we have ever had in our forty-five plus years. Last year we added many new positions to our growing staff and are currently hiring for more positions this year to support our expanding customer base.”

AnswerNet Acquires Quality Contact Solutions


AnswerNet, a full-service provider of inbound, outbound, automated, and global BPO contact center services has acquired Quality Contact Solutions and its subsidiary QCS At Home.

The acquisition was officially finalized on December 31, 2021. As a result, AnswerNet retained all employees of Quality Contact Solutions. Chris Grothe, Quality Contact Solutions’ vice president of operations, was appointed to oversee the company.

Quality Contact Solutions (QCS) specializes in telemarketing call center solutions that achieve sales results for its clients. Their areas of expertise include B2B outbound marketing, B2C outbound marketing, TCPA call center consulting, and outsourced telemarketing quality assurance. Their experience covers a wide variety of industries for clients whose brands are world-renowned.

“We are very excited to welcome the Quality Contact Solutions team to the AnswerNet family,” said Gary Pudles, AnswerNet’s president and CEO. “As one of the most respected providers of call center services in the United States, Quality Contact Solutions offers additional telemarketing, BPO, and compliance expertise and bandwidth that our clients can take advantage of immediately. In addition, the disciplined experience the QCS team adds will benefit all facets of the AnswerNet organization.”

“I am proud of the Quality Contact Solutions team and what we have built in the last 15 years.” added Angela Garfinkel, the former owner of QCS. “With more than 1500 employees and 30 plus call center locations in the U.S., nearshore, and offshore, the combined resources of the AnswerNet companies and Quality Contact Solutions will give the QCS clients access to more services and operational efficiencies in 2022 and beyond,” said Garfinkle.

The Quality Contact Solutions acquisition complements the other brands included in the AnswerNet family of companies, which include business process outsourcing (BPO), telemarketing, education, nonprofit, answering service, appointment setting, and third-party verification.

New miSecureMessages Server Version Release

Amtelco announced the release of new server version 6.8 for their secure messaging app called miSecureMessages. This new server release contains many anticipated new features such as:

  • High Availability Configuration: Allows miSecureMessages configuration for multiple servers, with automated failover from one server to another if the primary server goes down. This feature provides continuous uptime during server upgrades and maintenance and prevents downtime due to a single server failure.
  • Genesis Protected Dialing: Phone calls placed from the miSecureMessages app displays the organization’s phone number instead of the device’s phone number.
  • Shared Device Licenses: Allows device registration for use by multiple miSecureMessages users, enabling organizations to provide their employees with a pool of devices to use at work and keep personal devices off the network.
  • Single Sign-On Identity Provider: Keeps track of passwords and performs authentication.
  • Dark Mode (for iOS): The app will switch to dark mode when used on a device that is set to the “Dark” appearance in the iOS settings. In dark mode, most screens display as white text on a dark background, instead of black text on a light background.

“We are excited to release this highly anticipated version of miSecureMessages,” said Tom Curtin, CEO of Amtelco. “I would like to specifically thank our group of customers who enthusiastically volunteered their time to test the app update to ensure it would meet the needs of all of our customers. Maintaining personal space while communicating with co-workers is critically important during the pandemic. We are proud to play a small part in protecting employees and their customers.” 

HIPAA and HITECH-compliant miSecureMessages is a secure messaging application. The app provides end-to-end encryption that enables staff to securely send and receive texts, photos, audio, and video files. miSecureMessages seamlessly integrates with existing software to improve an organization’s communication time. The app works on mobile phones, smartwatches, tablets, laptops, and desktop computers, and is available for Android™ and Apple® iOS devices. For more information visit miSecureMessages.com.

Amtelco, with a strong history in the telemessaging industry, 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. By working closely with customers, Amtelco continues to develop innovative features and products.

Amtelco Announces Intelligent Series 5.5

Amtelco announced the release of version 5.5 for their Intelligent Series (IS) suite of call center applications. Some of the new features include:

  • Artificial Intelligence: Enhances the caller’s experience by utilizing machine learning to determine the optimal way to route calls based on prior call history. 
  • Genesis Conference Bridge: Conveniently provide concurrent multi-party conferences and expands infinity conference bridge with additional features to increase the control moderators have over conferences.
  • Speech Analytics: Provides a deeper analysis of call logs, including a transcript of the call and describing the overall tone of the caller.
  • Call Tracker Charting: New user-friendly charts and graphs added to IS supervisor reports to track call center performance. 
  • Expiring Licenses (for web agent connections): This feature can add web agent coverage during a holiday season or a special campaign.
  • Spell Check Languages: Intelligent messaging scripts now support Dutch, French, and Spanish spell check dictionaries. 

“The latest version enhancements make call processing easier by speeding up the call process,” stated Tom Curtin, Amtelco president. “They improve the caller experience and help increase accuracy.”

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. 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 in all fifty of the United States and more than twenty foreign countries.

Quality Contact Solutions Receives SOC 2 Type 2 Certification

Quality Contact Solutions, Inc, a leading outsource contact center and BPO company, received its SOC 2 Type 2 certification. 

This certification follows an extensive audit performed by A-Lign Assurance, a cybersecurity and compliance professional services firm. The audit confirms that Quality Contact Solutions’ information security practices, policies, procedures, and operations meet the SOC 2 standards for security, integrity, availability, privacy, and confidentiality. 

“Compliance has become an essential component for companies to create trusted relationships with clients,” said Angela Garfinkel, president and founder of Quality Contact Solutions. “Data security is critical in today’s business climate. Our clients can be confident that we are committed to and making every investment to establish and maintain the most stringent controls needed to ensure the highest level of security and compliance.” 

The SOC 2 Type 2 certification is an independent audit assessing internal controls involving security, availability, and confidentiality of the data processed on behalf of customers, as defined by the American Institute of Certified Public Accountants (AICPA) Trust Services Criteria. As part of the audit, Quality Contact Solutions demonstrated robust data protection policies and procedures, including data security, confidentiality, and availability of data to those that have permission to access it. 

A copy of the SOC 2 Type 2 report is available to clients and prospective clients upon request.

Since 2007, Quality Contact Solutions (QCS) has established itself as an industry leader in contact center and BPO solutions, including B2B and B2C programs. QCS offers many contact center and telemarketing services, including outsourced sales, upselling, cross-selling, surveys, lead generation, sales lead qualification, appointment setting, inside sales, technical support, and inbound customer service.

Telescan Introduces Spectrum Health Monitor

Amtelco call center hosted services

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.