Posts Tagged ‘call center’

TLC Associates Launches Omni Channel B-to-B Service

January 22nd, 2016

CEDAR RAPIDS, IOWA: January 2016 – TLC Associates, a leader in driving business to business revenue in outsourced customer contact centers for Fortune 500 leaders, is launching an omni-channel business service, aimed at helping companies maximize business-to-business communications by integrating across lines of contact. The solution integrates multiple interaction channels: inbound and outbound calls; web-based interactions; social media, back office, chat and email transactions and presents business professionals with standardized information, no matter how they choose to interact.

“Convenience and accuracy are critical in today’s world. Busy executives manage their purchases much the same way consumers do, integrating web and mobile searches, online chats, telephone interactions and texting allows them to research products, answer critical questions and make purchases at anytime, anywhere. Each interaction needs to be ready and available, delivering consistent information.” remarked Thomas Cardella, President and Founder of TLC Associates. “Our clients can now turn to TLC Associates to help them manage the volume of interactions in a way that will bring their customer real-life convenience. The benefit of TLC Associates’ omni-channel B-to-B service is that it distinguishes our clients’ brand among its competitors and increases their customer’s satisfaction.”

“In a recent study by Forrester Research, Building the B2B Omni-Channel Commerce Platform of the Future, more than 60 percent of companies said that their business customers expect omni-channel capabilities from them, and yet, in recent studies, less than 25% of companies are prepared to offer an integrated suite of communication channels for their customers, “ remarked Cardella. “Those companies that did offer omni-channel solutions, and participated in the Forrester study, received more than 30% higher sales revenue and 75% greater customer satisfaction.”

“For one of TLC Associates’ current clients, we have more than doubled their in-house business to business sales conversions, with higher satisfaction ratings, by our efficient use of text and chat mediums as follow ups to their business clients,” said Cardella. “Our representatives are able to develop a closer relationship with business customers. The connection this creates between customers and our teams is proven by consistently higher sales.”

TLC Associates was recently ranked as the 12th largest integrated contact center provider in the world by TMC Net and was awarded the 2015 Customer Experience Innovation award for its SecureRep security solution. For more information, please visit or call (319) 730-4000.

About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its Fortune 500 clients. TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike. Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and has an at home location in El Paso, Texas. For more information about TLC Associates, please visit

Thomas L. Cardella
President, TLC Associates
(319) 730-4000
[email protected]

Thomas Cardella & Associates to Add 60+ Jobs in Coralville, IA

August 20th, 2014

Thomas L. Cardella & Associates to Add 60+ jobs in Coralville, Iowa

New Client Program Spurs Expansion

CEDAR RAPIDS, IOWA, August 2014 – Thomas L. Cardella & Associates (TLCA) is adding more than 60 jobs to its Coralville, Iowa center. The expansion is driven by a new scope of work from an existing Fortune 500 client in the communications industry. With this addition, TLCA will soon be employing nearly 800 professionals in the Iowa City/ Cedar Rapids corridor alone.

“When presented with new business opportunities, we know we could place the business in a number of locations. However, we are committed to Eastern Iowa’s growth. We find that the caliber of professionals we are able to hire is exceptional in the Corridor,” stated Thomas Cardella, President.

“Our client has asked us to take on this additional business due to the very high quality of work provided by our Coralville employees. They are impressed by the professional skills and friendly demeanor of our teams– and by how much people at TLCA seemed to enjoy their jobs. With our Coralville team’s hard work, TLCA has been able to consistently deliver high customer satisfaction ratings and a very direct and positive return on our client’s investment. We are excited to be selected to grow with this client and offer more opportunities for professionals in the Corridor. ”

On behalf of Fortune 500 and mid-cap clients across many industries, TLCA offers customer service management and sales through integrated contact channels: inbound and outbound calls, email, direct mail, chat and social media.

These positions will be primarily inbound customer service professional positions, helping consumers manage their wireless phone accounts. Positions will start at $11 an hour guaranteed wage, with weekly bonuses and benefits.

For more information on these positions, please visit or call (319) 248-4200.

About Thomas L. Cardella & Associates

Thomas L. Cardella & Associates is a 100% employee-owned company, offering a unique combination of experience, and expertise in the ability to manage a variety of inbound, outbound, email and web chat programs in both the sales and service environment. Founded in April of 2007, the company has received recognitions for quality and excellence every year since its doors opened. Most recently, the company ranked on the Inc 500 list of fastest growing private US companies and was recently selected as a entrant for the Ernst & Young Entrepreneur of the Year 2013 Central Midwest Award. The company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown, and one location in El Paso, Texas, with more than 900 employees. For more information about Thomas L. Cardella & Associates or our opportunities for employment, please visit


Thomas L. Cardella, President, Thomas L. Cardella & Associates

(319) 730-4000 or [email protected]

Top 5 Reasons to Outsource in 2013 (saving money is not one of them)

January 23rd, 2013

bigstock-Highway-sign-as-symbol-of-Outs-26434235Outsourcing your call center services is a big decision and can have a tremendous impact to your overall business model. Read the rest of this entry »

David vs. Goliath (Call Center Edition)

November 9th, 2012

Bigger is not always better

(Small Call Center vs Large Call Center)

When looking for an outsourced partner is it better to go with the larger or smaller call center?. Read the rest of this entry »

Small Business and Telemarketing?

October 11th, 2012

B2B sales come with a lot of questions. Pay per click? Buy leads? Linkedin? Direct Mail? Many choices out there and all have challenges and uncertain ROIs. Read the rest of this entry »

More Recognition for TLCA

July 3rd, 2012

Thomas L. Cardella & Associates Wins Prestigious Call Center Award

Thomas L. Cardella & Associates wins awards at IQPC for 4th straight year. Read the rest of this entry »

5 Lessons the Call Center Industry Can Learn From the D-Rose ACL Injury.

May 1st, 2012

The Derrick Rose injury couldn’t have happened at a worse time for the Chicago Bulls organization. The playoffs aren’t necessarily over for the Bulls, but their chances have decreased since last Saturday afternoon. Losing star agents, supervisors, management staff can also affect the chances of call centers winning (hitting kpis). Read the rest of this entry »

Call Center Success: Part 1 (Agent Culture)

April 24th, 2012

Someday I will blog about our operations staff at TLCA, as I’m literally amazed everyday at what they are able to accomplish. I even tweeted yesterday “I am impressed everyday by our operations staff @TLCAassociates. They set the bar for my work ethic everyday”. But the most important factor any call center has and the majority of companies out there are the people (agents). Read the rest of this entry »

The Art of the Start: Detailing the Keys to Success for a Start Up Program

April 12th, 2012

Start ups in call centers can be a large task to take on whether it is a small new venture or an established program moving from one center to another. Here are the key components to a successful start up. Read the rest of this entry »