Brochure for the upcoming 2010 ATA National Convention and ATA Resource Guide.

1. Discover the
of great
customer contact
As to all Disney images, ©Disney
EVERTHING in your business
begins or ends with a phone call.
And EVERYTHING about your
contact center can be found here!
SEPTEMBER 12-15, 2010
Disney’s Contemporary Resort
www.ata2010convention.org

2. and
Join us in Orlando at Disney’s amazing
ort. With
completely renovated Contemporary Res
year, we
a line-up of 65% more content than last
magic of
are focused on helping you discover the
GREAT customer contact. © Disney
ers from over
Come and join executives and practition
experiences
25 countries who will be sharing their
and presenting how real business problem
s have been addressed with EARLY SPONSORS:
are committed to making
practical and actionable solutions. We
this the most cost effective and worthw
hile convention in the entire D I A MO N D
that we have not raised
industry. For this reason, you will notice
block of rooms at an incredible
conference prices and have reserved a
rate for this world class property.
e you unequaled opportunities
The 2010 Convention and Expo will giv
s and speed networking
to network during “hot topic” roundtable
business and have more fun
sessions. You will learn more, do more GOLD
in the past!
than at any convention you’ve attended
gs we have planned, you will
Of course, in addition to all the new thin
uding the PAC fundraiser,
still enjoy some traditional favorites incl
casino night. Join us and
annual golf tournament, awards gala and
, fun and ultimately, the
I promise that the education, networking
your company’s bottom line
professional development and benefit to
will be magical.
We’ll see you in September! EV EN T
Tim Searcy
ATA CEO
ADDITIONAL
Are you an executive or manager involved in or responsible for any
of these following industries? If so, don’t miss this conference!

3. Disney’s Contemporary Resort
Rising majestically between the shores of Bay Lake and Seven Seas
Lagoon, Disney’s Contemporary Resort immerses you in a world of
modern art and landmark architecture as sleek monorails silently
glide through the center of the stunning atrium lobby. You’ll enjoy
the distinctive style of oversized guest rooms and suites, most with
dramatic lakefront or Theme Park views, along with a marina, health
club, and an expansive pool area. For a truly memorable dining
experience, the award-winning California Grill o ers breathtaking
views of Cinderella Castle from high atop the hotel. And, you’re just
a short stroll or monorail ride away from all the sights and sounds of
the Magic Kingdom® Park and Epcot®.
WANT TO SEE MORE?
Purchase Special Disney Tickets in Advance: Available only to
convention attendees, their guests and family members, Disney’s
multi-day and half-day Meeting/Convention tickets are designed to
t any agenda and can’t be purchased at the Theme Park gates. For
more information visit, www.DisneyConventionEars.com/Tickets.
Extend Your Stay: Once you’re here, you’ll discover that the Walt
Disney World® Resort o ers © Disney
more magical experiences
than you ever dreamed
possible. Don’t pass up
the chance to add an
extra few days before or
after the convention for
a spectacular golf or spa
getaway or the perfect
vacation with family and
friends. The resort will
extend the same room
rates* for the convention to
any nights you add to
your visit.
*Room Rates are subject
to change without notice
and are based on availability.
Group rates may not be
combined with any other
discounts or o ers.
© Disney

4. Come Network With Us
From the expo hall to the special events, the 2010 ATA
Convention & Expo provides plenty of networking
opportunities with other business professionals.
Sunday Tuesday
ATA Open Golf Tournament Annual ATA Awards
ATA 4th Annual Gala
Tennis Tournament Casino Night
Opening Reception
Monday Wednesday
Opening Session & Keynotes Call Centers CARE
Philanthropic Project
Speed Networking
Expo Hall Opening & Reception
ATA Chapter/New Members’
Reception
ATA-PAC Live Music Event
Exhibiting and Sponsorships are a great way for companies
to enhance brand visibility, network for lead generation and Sponsorship Opportunities
showcase new products. The annual ATA Convention & Expo Take advantage of the multiple
attracts domestic and international teleservices decision opportunities to display your company
makers. Our convention attendees are quali ed buyers who name, logo and/or web address.
are ready to do business. ATA Cyber Café Breath Mints
In fact, past expos have resulted in up to one-third of event Attendee Bags Convention Breaks
attendees actually closing business on the exhibit hall oor. Awards Dinner Attendee Packet
Insert
At the 2009 Convention, 78% of our attendees were able Co ee Mugs
to close business during the event because they had nal Golf Polo Shirts
Opening Reception
decision making authority and/or high-level input on Boxed Golf Luncheon
Convention Navigator
products and services purchased on behalf of the company. Golf Bags Golf Caps
Badge Inserts
Golf Balls
Pad Folios
Convention Attendee Pro le Golf Carts
Lanyards
Golf Towels
Convention Pens
Golf Photographer
Owner President CEO Chairman
Exhibit Hall Reception
SVP EVP VP Golf Continental
Director Exhibit Hall Lunch Breakfast
Manager Session Sponsor Golf Water Bottles
Sales Account Exec
Other Hotel Key Cards Golf Tees
Attendee Listing Golf Hole

5. Keynote Presentations
Everything you need to know about acquiring new business, servicing customers, measuring
success, leveraging technology, and maintaining compliance in your contact center.
Creating Magic at Every Customer Touchpoint
Bob Simmonds
Vice President
Walt Disney World® Travel Operations
Bob joined Disney in January of 2005 where he is now responsible for the Walt Disney World
Travel Operations and Product Development for the Walt Disney World® Travel Company. In his
current role, he is responsible for the Disney Reservation Center, “Where the Magic Begins.”
Bob has been in the travel industry since 1976 and has been involved in a number of travel
industry segments. Prior to joining Disney, Bob was the Director, Call Centers Operations and General Manager of
the Telesales line of business at Expedia.com in Las Vegas. During his tenure with Expedia, Bob and his team built
the Telesales division from a “proof-of-concept” vision into a line of business quickly approaching $1 billion in
annual sales within 4 years. Bob was also responsible for starting Expedia’s cruise sales operations and building it
to nearly $100 million in sales during its rst year of operation.
Professional Personal Certi cation and Development – THE TIME IS NOW!
Lani Kane-Hanan
Senior Vice President
Resort Development & Planning,
Inventory and Revenue Mgmt. & Product Innovation
Marriott Vacation Club International (MVCI)
With nearly 25 years of experience in the hospitality industry, Lani is currently responsible for all
MVCI’s Resort planning and development, inventory and revenue management, and product
innovation activities. Her teams’ e orts support the Ritz-Carlton Destination Club, Grand
Residences, and Marriott Vacation Club businesses world-wide. She is a member of MVCI’s Executive Committee.
She is also an active member of the American Resort Development Association (ARDA), and serves as the
Chairperson of ARDA’s Meetings Committee.
Previously, Lani was part of the senior leadership team of a real estate consulting practice where she specialized
in development, acquisitions, and strategic planning for mixed-use real estate projects and companies.
Howard C. Nusbaum, RRP
President and Chief Executive O cer
American Resort Development Association
Howard C. Nusbaum is the president and chief executive o cer of the American Resort
Development Association (ARDA). Prior to joining ARDA, Nusbaum served as director of
Corporate and Industry Relations for the American Hotel & Lodging Association as well as
executive vice president of the Ohio Hotel & Lodging Association. He serves on the Board of
Directors of the U.S. Travel Association and its Executive Committee.
Before joining the world of hotel association management, he was vice president of marketing for Janus Hotels
and Resorts. Nusbaum is a past board member of the Educational Institute of the American Hotel & Lodging
Association. He received the Educational Institute of the American Hotel & Lodging Association’s “Lamp of
Knowledge” for his development of hospitality training programs. He also received national recognition for his
development of the very successful HOST Welfare-to-Work Program.

6. 2010 ATA Open Golf Tournament
Sponsored by 1-2-1 Direct Response
Co-chaired by: Stuart Discount
Tom Rocca, Support Seven
© Disney
Disney’s Magnolia Golf Course – Step onto the rst tee and into the shoes Tee Par Yardage Rating Slope
of champions. Power your way down the fairways at this home to the nal
rounds of the PGA Tour FUNAI Classic. These beautifully manicured links, Gold 72 6091 69.4 125
designed by Joe Lee, are named for an abundance of fragrant Magnolias. White 72 6642 72.3 130
Elevated tees, spacious greens and tranquil water hazards immerse you in a Red (W) 72 5232 70.5 123
natural setting t for a ful lling round of championship golf. Classic 72 7516 76.4 140
The classic design has very wide fairways, but 11 of the 18 holes have Blue 72 7182 74.9 136
water, and there are 97 bunkers scattered around the scenic landscape and
greens. The challenging signature hole, the par-3 sixth with the Mickey Mouse-shaped bunker in front of the green,
is nearly 200 yards from an elevated tee, over water to a shallow, elevated green. In all, Disney’s Magnolia Golf Course
measures 7,190 yards from the blue tees, with a course rating of 73.9 and a slope rating of 133.
Itinerary:
7:15 am: Hotel Departure
7:20 am: Breakfast & Registration at Disney’s Magnolia Golf Course
8:00 am: Shotgun Start Supporting Sponsor: Cyber City Teleservices
12 pm: Lunch/Awards Presentation
1 pm: Return to Hotel

7. SUNDAY, SEPTEMBER 12
7:00 am
8:00 am
Disney’s Magnolia
9:00 am – 12:00 pm
12:00 pm – 1:00 pm
12:00 pm – 6:00 pm
6:00 pm – 7:30 pm
8:00 pm – 9:00 pm
© Disney

8. 2010 ATA-PAC Event
Monday 7:00 pm
Join in the fun and support ATA-PAC!
The ATA-PAC is the bi-partisan political action committee of the American Teleservices Association which exists to elect candidates to the United States Congress. Participation in the
ATA-PAC is limited to restricted class association members and is voluntary. Contribution amounts are merely recommendations and impermissible donations shall be immediately
returned to the donor. ATA-PAC sta can answer any questions or clari cations regarding eligibility and/or participation.
Tickets: $150 donation per person

9. MONDAY, SEPTEMBER 13
8:00 am – 4:00 pm
8:00 am – 8:50 am
9:00 am – 9:20 am
9:20 am – 10:10 am
10:20 am – 11:10 am
11:20 am – 12:00 pm
12:00 pm – 1:00 pm
1:10 pm – 2:00 pm
2:00 pm – 2:50 pm
3:00 pm – 3:50 pm
4:00 pm – 5:00 pm
5:00 pm – 6:00 pm
7:00 pm
Night”
*TICKETS REQUIRED

10. MONDAY, SEPTEMBER 13
How to Best Leverage B2B Tools
9:20 am – 10:10 am 10:20 am – 11:10 am
and Processes
KEYNOTE The Good, the Bad & the Ugly
Steve Griggs, President,
Creating Magic at Every of PCI Compliance In nity Contact, Inc.
Customer Touchpoint Ed McGuiggan, VP Global eCommerce,
Kristyn Emenecker,
Nuance Communications
Bob Simmonds, Director-Solutions Marketing,
Vice President, Verint Witness Actionable Solutions
Get an up-close and personal look
Walt Disney World® at a proven inside sales account
Travel Operations Attend this session to learn about
management model that heavily
current trends, drivers and the impact
integrates the contact center with
of compliance with the Payment
Walt Disney World® is globally known other channels to acquire and
Card Industry-Data Security Standard
as THE family destination. But it is upgrade customers. A speci c case
(PCI-DSS) on today’s contact centers
the magic of the experience from study will be presented to showcase
and teleservices organizations. You’ll
the beginning to the end that keeps the evolution of the B2B model,
have an inside view of the positive
kids of all ages coming back. How including challenges faced, lessons
and negative e ects managers and
does Disney do it? By creating magic learned over the past four years,
business leaders experience as they
at every touchpoint. You will be and results attained. Discussion will
work to achieve and maintain PCI
given a behind the curtain glimpse include practical recommendations
compliance to protect consumer
at the Disney approach to “Creating on how to launch and continually
payment data; while at the same time
Magic” with their Guests starting re ne the results generated by an
complying with other regulations
with the Cast members of the Disney inside sales team. This session will
that require consumer authorization
Reservation Center (DRC). provide insight on how to prevent
and transaction record retention.
channel overlap along with best
Using the goal of “surprising and practices in B2B data management.
delighting” the Guest at every touch
point, Disney achieves best-in-class Social Revolution: Strategies
service ratings while signi cantly for Succeeding in the Contact A View from China: Insights on
increasing revenue per call. Bob will Center the Next Evolution in O shore
discuss how using a combination of Opportunities
technology, nding the right Cast Brent Bush,
Members and creating the right SVP/Group Managing Director, Ted Bernard, Senior Vice President,
motivation while keeping it fun has Harte-Hanks, Inc. In uent
transformed the DRC into a strategic Craig Meurer, Andy Jacobs, President & CEO,
pro t center for the Parks and Director of CRM & Technology In uent
Resorts Segment of the Walt Disney Solutions, Harte-Hanks, Inc. Tony Bruno, Director,
Company and the standard bearer for PCCW Teleservices
magic of the rst of many customer Understand how social media
touchpoints. a ects the contact center and The discussion will provide a
teleservices. Attendees will have a rsthand account of call center
tactical approach for initiating social and BPO programs in China. Both
CRM and support in the contact internal growth as an attractive
center – and know why they cannot market for multi-national companies
ignore this revolution in customer as well as access to talented, low
communications. Best practices will cost resources, makes China a very
be shared to understand emerging attractive location. India and the
trends and ensure long-term success. Philippines, which have become the

11. MONDAY, SEPTEMBER 13
dynamic speakers as they relate the
world’s major BPO players, are facing Breaking the Chains of successful progression of professional
talent shortages and higher attrition Traditional Metrics certi cation in the timeshare
rates. Many experts now believe that industry. From what it has meant for
similar BPO industries are expected Stephanie Millner,
the individual all the way through
to grow very fast in China. In 2006, VP Business Development,
to the board room, this session will
China’s overseas BPO business was GlobalCom Solutions
explore the keys to successfully
valued at about $1.4 billion and is Orlando Hampton
launching, building and maintaining
expected to reach as much as $6.3 Executive Vice President,
a professional certi cation program.
billion by 2010. SATMAP Enterprise Deployment, TRG
This is the future, and this session
Stepping outside traditional metrics. will point to the way the ATA will get
Do your measurements match there.
Best Practices for a Successful outcome objectives? Have you
Multi-Media Direct Response considered looking at Net Promoter 3:00 pm – 3:50 pm
Marketing Campaign Score? How would an alternative
perspective impact your customer Intelligent Interactions:
Jane Bulman, experience, rep retention, and Improve Response Rates by
Executive Director, National ultimately – the bottomline.
Teleservices, Comcast Getting to Know Your
Scott McKeen, Customers Through Data
1:10 pm – 2:00 pm Analytics
Senior Director, Sales Channels
and Market Development,
Time Warner Cable KEYNOTE Steve Brubaker,
Gerard Dehar, Professional Personal Chief of Sta , InfoCision
President, Speedeon Data Corporation Certi cation and Development
Rob Marshall, THE TIME IS NOW! Attendees will learn how developing
Chief Operating O cer, 360CRM the right criteria and application
Mark Boehmer Lani Kane-Hanan, can accurately lter their customer
Senior Vice President, 360CRM Senior Vice President, database for churn risk. Using data
Resort Development & Planning, analytics, attendees will learn tips
This highly educational panel Inventory and Revenue Mgmt. & for developing a multi-channel,
discussion will center around the Product Innovation cost-progressive direct marketing
focal areas for success on a “New Marriott Vacation Club International strategy that incorporates the
Movers” program, although the (MVCI) telephone, text, direct mail, etc.,
processes and methodologies can that minimizes churn and retention
Howard C. Nusbaum, RRP,
be employed across any campaign cost. Attendees will see proof that
President and Chief Executive O cer,
regardless of target audience. The highly personalized marketing tactics
American Resort Development
speakers will provide education developed from data analytics can
Association
regarding inbound, outbound, direct drastically improve marketing e orts
mail, print, chat and email. by lowering cost and boosting ROI.
he teleservices industry employs
5.3 million individuals in the
We will discuss things such as start Every time someone purchases a
United States, and accounts for
up and speci c areas of focus, good or service they are telling you
over $600 billion in sales of goods
including lists, data elements, something. Why not use that
and services, but we are woefully
selection criteria, script/presentation information by utilizing data analytics
inadequate in legitimacy to the
required components, selling/ and applying results to an integrated,
profession through certi cation.
servicing multiple client products to multi-faceted marketing approach?
ATA has decided to move forward in
new movers or existing customers on By doing so you can enhance brand
creating and promoting professional
a single call, and other components position, improve ROI, and increase
certi cation for individuals in the
and processes. response rates and customer
career of teleservices. But what does
retention.
certi cation mean, and what will it
do for the industry? Join these two

12. MONDAY, SEPTEMBER 13
Key Trends in Timeshare through increasing consumer the new legislation impact contact
Customer Contact expectation of a call, scripting centers as employers? How can
enhancements, e ective dial rates innovative solutions providers make
Gary Byrd, and use of good lead generation the most of the new requirements?
Chief Customer O cer & sources. Learn how to build a This interactive discussion will
Executive Vice President, defendable position if faced with explore the realities of the new
Wyndham Vacation Owership, Inc. a regulator investigative inquiry regulations, including a timeline for
Robert A. Kobek, RRP, or a CID. Finally, understand the implementation requirements and
President, Civil Investigative Demand process. new opportunities the law creates
CustomerCount The evidentiary and documentary for innovative solutions providers.
Howard C. Nusbaum, RRP, requirements can overwhelm
President and CEO, American Resort companies that are ill prepared.
Development Association Learn the elements of the CID Best Practices in Relationship
and how the process works from Management: Getting the Most
The American Resort Development beginning to end. Out of Outsourcer Partnerships
Association (ARDA), through its best
practices think tank, has identi ed Rita Wood, President, Network Direct
customer service and customer Social Media’s Impact on the
contact as one of the 5 most Call Center Industry – Trends Why do some outsourced programs
important initiatives that timeshare and Opportunities thrive…while others ounder?
marketers, sellers and operators Is it mostly a matter of up-front
should have as a business focus. Chris Bracken, CEO, selection… or can collaboration,
CallMe! Sta ng, LLC communication, and a shared
This panel of high level ARDA and Sam Falletta, President, Incept Corp. commitment to continuous
ATA timeshare executives will discuss improvement make the ultimate
current trends and how customer Learn how social mediums can di erence between program (and
loyalty begins in the contact center. greatly impact your recruiting e orts contract) failure and success? In
How smart marketing and sales and alleviate the di culties of nding this fast-paced, tip- lled session,
executives take advantage of that and keeping quality employees, how learn: what to do/not do in the
customer loyalty to create advocates, call center companies can e ectively selection process; how to build a
thereby decreasing the cost of utilize social media to enhance strong vendor management
marketing and increasing sales in this their brand, and the future of social foundation; how to stay connected
era of regulation. media within the call center industry. to “your” reps, customers and callers;
Understand how social mediums can the best in multi-sourced programs;
impact your business in 3 key areas: o -shore vs. on-shore partnership
The Inevitable Regulatory Your People, Your Brand and Your management; checks, balances
Inquiry; Proven Strategies That Services. and compliance; how and why
Reduce Risk outsourced programs can fail (and
what to do to avoid the typical
Ken Sponsler, Healthcare Reform and the pitfalls); Zen and the art of program
VP and General Manager, Contact Center maintenance.
CompliancePoint (a PossibleNow
company) Lynne Jacoby,
Mitch Roth, Attorney, VP Healthcare Solutions,
Roth Doner Jackson, PLC Synergy Solutions
Scott DeNardin,
VP of Finance & Corporate Compliance, This session will explore Healthcare
Defender Direct Reform’s impact on contact centers –
a look beyond the politics. How will
This session will address proven
strategies for reducing complaints

13. TUESDAY, SEPTEMBER 14
8:00 am – 2:30 pm
8:00 am – 8:50 am
9:00 am – 9:30 am
9:30 am – 10:20 am
10:30 am – 11:20 am
Annual Awards 11:30 am – 1:20 pm
Gala & Casino Night
Attend the ATA Awards Dinner and Gala event to pay 1:30 pm – 2:20 pm
tribute to award winners in the following categories:
Vendor Excellence Award
Pioneer Hall of Fame
Technovation Award 2:30 pm – 3:20 pm
Best of Show
International Teleservices Champion
Foundation Award 3:30 pm – 4:20 pm
Chapter Awards
Making A Di erence Award
6:30 pm – 8:30 pm
8:30 pm – 11:00 pm

14. TUESDAY, SEPTEMBER 14
to the Eight Critical Success Factors how to design an e ective policy to
9:00 am – 9:30 am of deploying the at-home model. minimize the risk of liability.
See rst-hand examples of cost You will also learn from recent
GENERAL SESSION reductions utilizing at-home agents. decisions in 2009 and 2010
State of the Industry and the addressing employees’ right to
Future of the ATA privacy, enforcing restrictive
LAMA and the Up-Sell/Cross Sell covenants through employees’ use
Tim Searcy, CEO, ATA of social networking, recent claims
Techniques That Turn Your Call
against employers in our industry
Based on the thousands of Center into a Pro t Center
and much more. You will also hear
interactions with contact center about current labor law issues and
leaders each year, hear an honest Judy McKee,
legislation impacting the contact
and realistic inside look at where McKee Consulting, LLC
center employment sector.
this industry is headed. Year after Sally Cordova,
year, this session is one of the most McKee Consulting, LLC
powerful and meaningful
presentations for anyone whose Learn the famous L-A-M-A technique Best Practices for Caller ID
business is tied to serving in this session and how it applies to Number and Name Display
consumers, so be sure not to your business operations. Presenters
miss this excellent opportunity. will demonstrate how to ask the James Baker, Senior Vice President,
Attendees will be presented with 6 billion dollar word question as Bank of America
the most useful facts and gures well as role play it with participants. Steve Brubaker, Chief of Sta ,
about the teleservices industry Mastering the ART of the SOFT InfoCision
world-wide and will share what is SKILL Statement-Question Technique Angela Morris, President,
really going on and what it will will be EASY for you to apply after Quality Contact Solutions, Inc.
mean for the future. attending this session. You will Dean Gar nkel, Chairman,
receive the proof that it works and Call Compliance, Inc.
methods to use to make it work in Michele Shuster, Partner,
9:30 am – 10:20 am your call center. Understand the MacMurray, Petersen & Shuster, LLP
Add-On Method, Buying Signal
Method and the Seed the Sale Method. Join this panel discussion to better
Leveraging Outbound Sales understand “how” Caller ID works
with Home Agents: throughout the U.S. phone carrier
The Marketlink Case Study Am I LinkedIn to a Future market (long distance carriers and
Lawsuit? local phone companies). Learn “best
Michele Rowan, CEO, practices” regarding setting up Caller
Customer Contact Strategies Chad Richter, Partner, ID phone numbers and names and
Kourtney Keough, CEO, Jackson Lewis LLP how to ensure complete regulatory
Marketlink compliance and increase contact
This session will discuss the Human rates and list penetration rates at
In 2010, Marketlink moved 15% of Resources, employment and labor the same time. Hear from a telemar-
its workforce home as an alternate considerations with employees’ keting legal expert regarding the
to adding additional facilities and is use of social networking sites. “musts” and “options” when it comes
likely to expand it further. Session As the number of users of social to ensuring Caller ID legal compli-
attendees will learn the details of networking sites (i.e. MySpace, Face ance for outbound telemarketing.
Marketlink’s vision, key objectives of Book, LinkedIn, etc.) continues to
the at-home model and the inside increase by signi cant proportions This will be a lively discussion which
track on Marketlink’s strategy for every month, so do the opportunities will utilize a series of case study
deployment. In addition attendees and challenges for employers. examples and panelist experiences
will get a rst hand look at how Learn how to e ectively manage em- regarding best practices for Caller ID
Marketlink measures success. ployees’ use of social networking that phone number and name delivery.
Finally, attendees will be exposed occurs both on and o the clock and

15. TUESDAY, SEPTEMBER 14
Self-Service: A Bridge Too Far? you know that training is consistent Contact Center Attrition and
across all agents? Are your call Retention
Eric Camulli, center issues based in training or
Vice President of Marketing, performance? Attendees will learn Jim Beuoy,
Virtual Hold Technology how to reduce training costs and Dir. QA & Corp. Compliance, Ameridial
Troy McNall, Manager, reduce training time, how to ensure Sam Falletta, President, Incept
System Performance Analysis, consistency in training and perfor-
Virtual Hold Technology mance improvement and how to If you haven’t put a gure on the cost
better understand if issues are of turnover for your contact center,
Each negative customer interaction training issues or performance issues. you should! Add up interviewing
costs your organization money, causes time, assessment tests, training,
frustration and threatens customer advertising expenses, and the
loyalty. This session will be examining
3:30 pm – 4:20 pm additional coaching time required
data from a few di erent companies bringing a new recruit up to speed
to demonstrate the value of solutions and you’ll arrive at a gure that
that bridge the customer service gap Compliance2:
Staying One Step Ahead almost always is your single largest
between self-service and live-service. expense. Learn the step-by-step
For example, learn how Southwest
Ryan Thurman, method to building a low turnover
Airlines recovered 500,000 abandoned
Director of Sales and Marketing, culture in in-house and outsource
calls and saved more than 47 years of
Contact Center Compliance environments. You’ll be provided
customer hold time in just 5 months.
Joe Sanscrainte, with studies that provide empirical
Learn how Blue Cross of Northeastern
Compliance Attorney, data that you need to convince
Pennsylvania reduced average speed
to answer from 4.8 to 2.6 minutes Law O ce of Joseph Sanscrainte stakeholders at every level of your
during peaks, improved abandons Gerard Dahar, CEO, Speedeon Data organization.
43% and signi cantly reduced call
blockage. Another example is how Learn about reverse engineering
Hertz reduced their average handle safe harbor practices and how to Meeting Today’s 24/7 Customer
time by 50 seconds utilizing these make them work for you. Hear Where They Live
“bridge the gap” solutions. actual stories from the “front lines”
of compliance and understand how Fred White, Vice President
to create the right balance between of Business Development,
The Role of Learning compliance and pro ts. Interactive Softworks
Management Technology in This session will also provide a
Enhancing the Customer comprehensive FCC/FTC Regulation In today’s highly competitive
Experience (Case Study) update-including express written marketplace, customers expect more
permission for wireless, robocalls, than ever from the organizations
Charles Hellings, and foreign markets calling they do business with. Customers
EVP- Sales and Marketing, for the US. This discussion will are increasingly frustrated with poor
ePath Learning, Inc. include an enforcement update and service, inconsistent information and
Jessie Woodson, the current statistics of recent DNC many companies’ inability to treat
Training/QA Manager violations. Analysis and statistics customers as individuals. Making the
Terminix regarding data marketing and the issue even more complex is the
DNC as well as the current status of growing number of ways businesses
Your service is only as good as the latest telemarketing compliance and customers are interacting –
last contact your client made with issues will be covered. including voice, text, web, email,
your agent. In order to enhance the Facebook, Twitter and more. This
customer experience, you rst have presentation will discuss how
to understand the state of that
experience now. What training is
in place for your agents? How do

16. TUESDAY, SEPTEMBER 14
organizations can leverage the right Partners in Performance…A consultants who are completely
technology and make the most of Look at ATA Partners Winning focused on the customer. This
multi-channel communications to Business in Harsh Economic presentation will focus on how to
e ectively engage customers and Times build dialog guides that serve as
turn them into customers for life. road maps for conversations and how
Laurie Alm, President, to coach reps to use this consultative
Interactive Softworks will discuss Motivated Incentives approach that will have a dramatic
a case study with customer, Tranzact. Jim Iyoob, e ect on customer satisfaction and
The presentation will detail how Vice President of Global Development, generating increased pro ts for the
Tranzact uses Interactive Softworks’ Etech, Inc. bottom line.
technology solution that enables
the company to manage numerous This session will provide an overview Attendees will learn from examples
complex customer campaigns, of targeted sales approaches to of dialog guides used by some of the
reduce operational costs, and identify, qualify and close clients. It largest U.S. companies and leave with
respond quickly to new will also include a general overview a 4 Step Model and methodology for
opportunities. of the RFP process and how partners building e ective Dialog Guides.
are introduced into the equation.
Based on an actual case study, the
What It All Means for presenters will demonstrate how the
Outsourcers partnership with Etech and
Motivated Incentives helped
Tim Searcy, CEO, ATA demonstrate a unique competitive
John Redinger, advantage for a major Fortune 500
VP Sales and Marketing, DialAmerica company and ultimately closed the
deal. Learn how to create a value
What impacts are the economy, state proposition to sell your contact
& federal regulations, the o shore service team, how to nd the right
vs. onshore debate, automation partners, and how to use incentives
choices and customer feedback to distinguish your company from
having on the buyers’ selection of the rest of the pack.
outsourcers? This session will help
both clients and outsourcers make
sense of where to go from here. The Moving From Scripting to
ATA and DialAmerica have once again Consulting: The Key to
teamed up to study outsourcing Delivering Sales and Service
from the purchaser’s point of view.
Excellence
Hear the key purchasing factors
beyond recession and into recovery,
Joel Linchitz, President,
particularly for the large scale
Phone for Success
buyers. The ATA and DialAmerica will
release ndings of our third annual
In order to be successful scripting
authoritative study of U.S. buyers of
today needs to move away from
outsourced teleservices.
word for word monologues to
communication dialogs that focus on
needs and rapport building. It’s time
for call centers to raise the bar and
coach their sales and service reps to
become professional communication

17. WEDNESDAY, SEPTEMBER 15
9:00 am – 1:00 pm
Call Centers CARE
Make a Di erence... Join the Movement...
Get Involved... ATA Travel Site
The ATA will partner with a local charity on
You now have an opportunity to
Wednesday, September 15th for a philanthropic
save and serve with the new ATA
activity. This is a day of caring and camaraderie
travel service, powered by the
that you simply won’t want to miss. We provide the
world’s largest travel providers,
food, transportation and Call Centers CARE t-shirts.
Travelocity and Expedia. Every
Each year during our national events, a Call Centers time you book your travel on the
CARE activity is organized so industry professionals ATA travel site, a portion of your
from around the world can join in a combined e ort payment will be donated to ATA
to give back and support a local community. Join us Call Centers CARE.
and show how much you CARE.
This travel service allows you to
For complete details about the event and charity we receive the lowest pricing and
will be assisting, visit our special events page on the most extensive selection that
convention website: www.ata2010convention.org Travelocity and Expedia have to
o er including over 55,000 hotels,
all major airlines, car rentals,
cruises, attraction tickets,
and more.
Make sure you and everyone you
know books personal and business
travel on the new ATA travel site.
Make a di erence today!
www.atatravelsite.com

18. 2010 Program At-A-Glance
MONDAY, SEPTEMBER 13
8:00 am – 4:00 pm
8:00 am – 8:50 am
9:00 am – 9:20 am
9:20 am – 10:10 am KEYNOTE PRESENTATION : Creating Magic at Every Customer Touchpoint
The Good, The Bad and The Ugly of PCI Social Revolution: Strategies for Succeeding
How to Best Leverage B2B Tools and Processes
Compliance in the Contact Center
10:20 am – 11:10 am
A View from China: Insights on the Next Best Practices for a Successful Multi-Media New Ways to do Representative Analysis and
Evolution in O shore Opportunities Direct Response Marketing Campaign Training
11:20 am – 12:00 pm
12:00 pm – 1:00 pm
1:10 pm – 2:00 pm KEYNOTE PRESENTATION: Professional Personal Certification and Development – THE TIME IS NOW!
2:00 pm – 2:50 pm
Key Trends in Timeshare Customer The Inevitable Regulatory Inquiry; Social Media Impact on the Call Center Industry – Trends
Contact Proven Strategies that Reduce Risk and Opportunities
3:00 pm – 3:50 pm
Intelligent Interactions: Improve
Healthcare Reform and the Contact Response Rates by Getting to Know Best Practices in Relationship Management: Getting the
Center Your Customers through Data Most Out of Outsourcer Partnerships
Analytics
4:00 pm – 5:00 pm
5:00 pm – 6:00 pm
7:00 pm
TUESDAY, SEPTEMBER 14
8:00 am – 2:30 pm
8:00 am – 8:50 am
9:00 am – 9:30 am GENERAL SESSION:
LAMA and the Up-Sell/Cross Sell Techniques That Best Practices for Caller ID Number and
Am I Linkedin to a Future lawsuit?
Turn Your Call Center into a Pro t Center Name Display
9:30 am – 10:20 am
The Role of Learning Management
Leveraging Outbound Sales with Home
Self Service: A Bridge Too Far? Technology in Enhancing the Customer
Agents: The Marketlink Case Study
Experience
10:30 am – 11:20 am
11:30 am – 1:20 pm
1:30 pm – 2:20 pm
2:30 pm – 3:20 pm
Meeting Today’s 24/7 Customer Where
Compliance2: Staying One Step Ahead Contact Center Attrition and Retention
They Live
3:30 pm – 4:20 pm
Partners in Performance… A Look at Moving from Scripting to Consulting:
What it all Means for Outsourcers ATA Partners Winning Business in Harsh The Key to Delivering Sales and Service
Economic Times Excellence
6:30 pm – 8:30 pm
8:30 pm – 11:00 pm

19. You asked for it and we heard you loud and clear so…What’s New this Year?
Hot Topic Roundtables - Introduced at the ATA Washington Summit - Hot Topic Roundtables
were a Big Hit! This is an opportunity to sit down and discuss the most pressing issues in the
contact center industry with other experts in the eld. This is a unique opportunity to gain new
perspectives and network with professionals that share your interests.
Just a few of the topics that will be covered include:
PCI Compliance
Wireless consent – the latest regulatory updates
Social media integration in the contact center
Vendor management best practices
Self service strategies
Next generation KPI’s
O shore vs. onshore
Workforce management
Best tools for hiring and training
Best practices for managing contact center/customer relationships
ATA Speed Networking- Another HUGE success, we are bringing this fast-paced, fun event to Orlando!
Think of it as speed dating for businesses leads. Join in this simple activity to make sure that you
leave this year’s convention with lots of new contacts and new business opportunities! Don’t be
shy – simply bring plenty of business cards and be prepared to share friendly conversation and your
expertise with other contact center professionals.
REGISTRATION RATES
Registrant Type Paid in full by Aug 6 Standard Registration Fee
ATA Member $1095 $1395
ATA Platinum Member $895 $1195
ATA Chapter Board Member $995 $1295
ARDA Member $1095 $1395
Non-Member $1595 $1895
Register online: www.ata2010convention.org or call 317.816.9336.
Registration includes access to great educational sessions and expo hall admission.
It also includes annual event favorites such as the opening reception, casino night,
Call Centers CARE service project, the annual awards gala dinner, speed networking
and other great networking opportunities.
SPECIAL EVENTS:
ATA Member Non-Member Team of 4
Golf Tournament $179 $199 $675
Tennis Tournament $25 $30 N/A
PAC Event $150 $150 N/A
Disney’s Contemporary Resort Reserve your room early and receive
4600 World Drive the group rate of $185/night, subject to
Lake Buena Vista, FL 32830
(407) 824-1000 website to make reservations.
© Disney

20. 3815 River Crossing Parkway, Suite 20
Indianapolis, Indiana 46240
REGISTER BEFORE AUGUST 6th AND SAVE $300!
VISIT: CALL:
Names You Want to do Business With:
Bank of America Incept Corporation Protocol Global Solutions
Names You Want to do BusinessCorporation
360CRM Bluegreen
With: In uent Inc. Republic Telcom Worldwide
Aditya Birla Minacs Call Compliance, Inc. InfoCision Management Corporation Shell Vacations, LLC
ADT Security Systems Inc Capital One Inktel Direct Corp Showtime Networks Inc.
AEGON Direct Marketing Services CareCall, Inc. Innovative Marketing & Sales Silver Leaf Resorts
A nion Group Comcast Intersections Inc. Sirius XM Radio
All American Dish Corporate Call Center iPacesetters, LLC SITEL Worldwide
Allstate Insurance Company Cross Country Home Services IQT, Inc. Smart sh Technologies
Allus, Global BPO Center Cyber City Teleservices Mac Murray, Petersen & Shuster, LLP Starwood Vacation Ownership
Alorica Inc. Defender Direct Marketlink Synergy Solutions, Inc.
Alpine Access DialAmerica Marriott Vacation Club TCIM Services, Inc.
American Customer Care, Inc. Diamond Resorts Microsoft Technology Marketing Corporation
American Express International Mobius VP, LLC Telerx
American Honda Finance DIRECTV MTI The Allant Group
Corporation Discover MxEnergy The Results Companies
American Red Cross Disney Destinations LLC NCO Customer Management, Inc. The Sun-Sentinel/Orlando Sentinel
American Resort Development Edge Teleservices, Inc. Neustar Toastmasters International
Association Etech, Inc. Northwest Direct Teleservices, Inc. TPG TeleManagement, Inc.
American Water Resources First Data Corporation NovaTel Trident Business Management
Ameridial GE Consumer Finance NOVO1 Voiance Language Services
APX Alarm Security Solutions, Inc Global Contact Services Omaha Steaks, Inc. West Corporation
Associated Bank N.A. Hamilton Contact Center Services Optima Direct, Inc. Wyndham Vacation Ownership
Associated Community Services Hilton Grand Vacations Company Paci c Monarch Resorts Plantronics
AT&T HSBC Card Services PossibleNOW
Avaya ICT Group, Inc. Progressive Impressions International

21. 2010 ATA Resource Guide
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1 www.ataconnect.org

22. 2010 ATA Resource Guide
2

23. 2010 ATA Resource Guide
Table of Contents
About the American Doing Business with Members . . .10 Industry Facts and Figures . . . . .153
Teleservices Association . . . . . . . .4 SPONSORSHIPS INDUSTRY FACTS AND FIGURES. . . . . . 153
OUR MISSION EXHIBITING CONTACT CENTER SIZE . . . . . . . . . . . 153
ADVERTISING OUTBOUND ACTIVITY. . . . . . . . . . . . . 154
ATA Board of Directors . . . . . . . . . .5
COST PER CALL . . . . . . . . . . . . . . . . 154
ATA Government Affairs . . . . . . . .11
Make the Most of Membership . . .6 BUDGET. . . . . . . . . . . . . . . . . . . . . . 154
MEMBER ALERTS
PROTECTION FROM GOVERNMENT WORKFORCE MANAGEMENT . . . . . . . . 155
REGULATION ATA Political Action VIRTUAL CONTACT CENTERS. . . . . . . . 156
BUSINESS NETWORKING Committee . . . . . . . . . . . . . . . . . . .12 HOME–BASED AGENTS. . . . . . . . . . . . 157
EDUCATION MAKE AN INDIVIDUAL ATA-PAC USING HOSTED & MANAGED
COMMUNICATION CONTRIBUTION SOLUTIONS . . . . . . . . . . . . . . . . . . . 158
SELECT THE ATA-PAC PAYROLL DEDUCTION INBOUND ACTIVITY . . . . . . . . . . . . . . 159
Join an ATA Chapter . . . . . . . . . . . .7 PROGRAM OPINIONS ON MULTIMEDIA . . . . . . . . . 159
2010 CHAPTER DIRECTORY MAKE ATA-PAC PARTICIPATION FUN AUTOMATED INTERACTIONS . . . . . . . . 160
Platinum Membership . . . . . . . . . .8 DIALERS . . . . . . . . . . . . . . . . . . . . . 161
ATA Self-regulatory Organization 13
PLATINUM MEMBERSHIP PROVIDES AN SURVEY TECHNIQUES . . . . . . . . . . . . 162
AUDITOR CERTIFICATION
INSTANT RETURN MANAGERIAL ISSUES. . . . . . . . . . . . . 163
BECOME AN SRO TRUSTEE!
ON YOUR INVESTMENT COST OF INDUCTION . . . . . . . . . . . . . 163
ATA CORPORATE MEMBERS Regulatory Compliance Tools . . .14 MOST IMPORTANT ATTRIBUTES
INVEST IN A PLATINUM MEMBERSHIP OF A SUCCESSFUL CONTACT
Call Centers Care . . . . . . . . . . . . .15 CENTER AGENT . . . . . . . . . . . . . . . . 164
PLATINUM MEMBERS
METHODS OF MOTIVATING AND
Staying in Touch . . . . . . . . . . . . . .16 RETAINING AGENTS . . . . . . . . . . . . . 165
Participation in ATA Events . . . . . .9
ATA WEB SITE SALARIES . . . . . . . . . . . . . . . . . . . . 166
CHAPTER EVENTS
ECONNECTIONS ONLINE NEWSLETTER SALARIES BY CONTACT CENTER
2010 ATA COMPLIANCE SEMINAR SERIES
SOCIAL NETWORKING ACTIVITY TYPE AND SIZE . . . . . . . . . 166
ATA WASHINGTON SUMMIT
ATA RESOURCE GUIDE INDUSTRY IMPACT . . . . . . . . . . . . . . 167
ATA CONVENTION & EXPO LOOKING FORWARD . . . . . . . . . . . . . . 168
Outsourcers Buyer’s Guide . . . . . .17
ATA Membership Directory . . . . . .65
Published by: The information in this publication is believed to be correct at the time of
American Teleservices Association publication, but cannot be guaranteed. Please note that the information ATA
3815 River Crossing Parkway, Suite 20 delivers will be based on information gathered in good faith from both primary
Indianapolis, IN 46240 and secondary sources, whose accuracy we are not always in a position to
Phone: 317-816-9336 guarantee. As such, American Teleservices Association can accept no
www.ataconnect.org liability whatever for actions taken based on any information that may
subsequently prove to be incorrect.
All Rights Reserved.
The 2010 ATA Resource Guide
No part of this publication may be reproduced, stored in a retrieval system or
transmitted in any form by any means, electronic, mechanical, photocopying, Copyright 2010© American Teleservices Association
recording or otherwise, without the prior permission of the publisher,
American Teleservices Association (ATA).
3 www.ataconnect.org

24. Dedicated to Serving the Contact Center Industry
About the American Teleservices Association
The American Teleservices Association (ATA) is the only non-
profit trade organization dedicated exclusively to the
advancement of companies that utilize contact centers as an
integral channel of operations. ATA members include
companies with inbound or outbound contact centers, users
of Teleservices, trainers, consultants, and equipment
suppliers who initiate, facilitate, and generate telephone,
Internet, and e-mail sales, service, and support.
Founded in 1983, the American Teleservices Association
(ATA) represents more than 4,000 contact centers that
account for over 1.8 million professionals worldwide. Contact
centers offer traditional and interactive services that support
the e-commerce revolution, provide specialized customer
service for Fortune 500 companies, and generate annual
sales of more than $900 billion.
ATA provides leadership in the professional and ethical use of
the telephone for conducting business and is committed to
serving the needs of its members, recommending the highest
standards of quality for the channel and protecting the rights
of consumers. Members benefit from the ATA’s strong
advocacy at the national and state level; advanced and timely
educational opportunities and business building events;
advocacy and support in the public realm; and rich and
trusted resources for Teleservices professionals.
OUR MISSION
ATA is committed to serving the needs of its members by
recommending the highest standards of quality for the
channel and protecting the rights of consumers. ATA values
members by providing essential business elements in the
form of:
• forums for networking at international, national and regional
levels;
• programs for business learning;
1983-2008
• advocacy of Teleservices users’ and providers’ interests Celebrating over 25 years
before State and Federal government; as the ONLY association
• research on consumer and regulatory topics of interest to dedicated exclusively to the
Teleservices users and providers; Teleservices channel
• consensus, voluntary guidelines for industries who utilize
Teleservices in their business operations;
• information about global developments in Teleservices; and
• education of the general public and media to promote
Teleservices providers’ and users’ business interests of
their strong commitment to customer service and
satisfaction.
ATA INFORMATION 4

25. Industry Leadership
ATA Board of Directors
The ATA Board of Directors includes prominent individuals representing a cross-section of industries.
The Association is pleased to introduce this extraordinary group who continue to
lead the ATA as it continues a path of growth and strength.
Executive Committee Directors
Phillip Grudzinski,
Ricky Arriola Stuart Discount
Chairman
Inktel Direct 121 Direct Response
American Express
Mark Boehmer,
James Baker Lori Fentem
Vice Chairman
Bank of America Synergy Solutions, Inc.
360CRM
Steve Brubaker
Robert Simmonds,
Dean Garfinkel
Treasurer InfoCision
Management Call Compliance
Disney Destinations
Corporation
Mike Rauscher, Barbra Merwin
Jane Bulman
Secretary
HSBC Card &
Comcast
Home Service USA Retail Services
Lisa DeFalco, James Danz Mitchell Roth,
Chair Emeritus ATA Counsel
Trident Business
TPG Telemanagement Management Roth Doner Jackson
Michael Eubanks Tim Searcy, CEO
AEGON Direct American Teleservices
Marketing Services Association
5 www.ataconnect.org

26. Experience the ATA
Make the Most of Membership
The benefits of membership in the ATA are many, but active profession on Capitol Hill. Whether testifying in front of
participation is the only way to make the most of it. By Congress, working with the regulatory agencies, participating
attending local and national events, engaging in meaningful in the US Government Affairs Committees, or personally
communication with fellow members, and taking advantage of contacting members of Congress, ATA is working for the
business opportunities, ATA members are contributing to the benefit of its members.
active, healthy growth of the Teleservices industry.
Explore the many membership opportunities to find fits for BUSINESS NETWORKING
you and your organization. All of ATA’s activities place specific emphasis on enhancing
• Grow your business through local and national networking business relationships and forging new ones with industry
opportunities colleagues. Teleservices leaders know that ATA is the only
professional association 100% dedicated to serving
• Attend chapter events to leverage business and topics Teleservices professionals. Offering you easy access to
specific to your region industry leaders in your area of interest and expertise is just
• Learn about compliance to reduce business risks one more way ATA membership contributes to your bottom
line.
• Support your industry with strong government
representation
EDUCATION
• Know how state and federal legislation may impact your
business As the host of numerous local and national events, ATA
provides attendees with cutting edge professional
• Join ATA Committees which focus on specific topics that development opportunities. We feature industry experts
affect your industry responsible for the newest trends in our industry at the ATA
• Take advantage of discounts from select vendors and on Annual Convention & Expo, the ATA Washington Summit, and
ATA Events at regional events held across the country. ATA also conducts
complimentary seminars on Industry Compliance on a
• Understand how the ATA Self Regulatory Organization can regional basis. ATA Chapters present local events several
facilitate the complications of regulation and compliance times per year.
Most importantly, ATA membership affects your bottom
line. Business leaders know that building a business is often COMMUNICATION
about having the right connections, and ATA membership
Members receive relevant industry news from the ATA. The
makes that easy.
organization maintains frequent contact with members
through eConnections, the association’s bi-weekly email
PROTECTION FROM GOVERNMENT REGULATION newsletter. This online publication provides breaking news,
Simply put, ATA diligently works to educate lawmakers emerging issues, in-depth analyses, association news and
regarding the importance of the Teleservices industry and to reminders, and links to crucial information for the Teleservices
aggressively oppose potentially damaging legislation affecting professional. The ATA also provides a robust website serving
the industry. ATA is an active voice for the Teleservices as the industry’s first stop for information and numerous
social networking opportunities.
ADVOCACY – EDUCATION – NETWORKING
WWW.ATACONNECT.ORG
ATA INFORMATION 6

27. Get Involved
Join an ATA Chapter
Each ATA chapter provides networking opportunities and ATA Chapters provide an integrated platform of education,
educational services in its area by holding several events networking and social activities while providing innovation,
throughout the year that provide a localized forum through creativity, proven methodologies, and the ability to interact with
which call center practitioners can unite to promote education, the local resources of the American Teleservices Association.
professionalism, compliance and goodwill in the teleservices
Chapter membership is free to all ATA members.
industry and among member companies.
Get involved!
2010 CHAPTER DIRECTORY
ARIZONA (AZ, NM, NV) MIDWEST (IA,KS,MO, MN, ND, SD, NE) SOUTH CENTRAL (AR, LA, MS, OK, TX)
Stephanie Millner Christine Haerich Laurie Alm
GlobalCom Solutions Protocol Global Solutions Motivated Incentives
19316 E. Oriole Way 405 Donegal Dr. P.O. Box 93195
Queen Creek, AZ 85242 Smithville, MO 64089 Southlake, TX 76092
480-888-9984 816-873-3558 888-642-7743
stephaniem@gcsolutions.net chaerich@protocolgs.com lauriealm@motivatedincentives.com
CHICAGO METRO (IL, WI, NW IN) MOUNTAIN (CO, UT, WY) SOUTHEASTERN (AL, GA, NC, SC, TN)
Jim Maratea, Co-President Rick Lang Sandy Sponsler
The Allant Group Single Source Telecom PossibleNOW
2056 Westings Ave. 7208 S Tucson Way 4375 River Green Parkway
Naperville, IL 60563 Suite 100 Duluth, GA 30096
630-778-2736 Centennial, CO 80112 770-255-1040
jmaratea@allantgroup.com 720-279-8442 ssponsler@possiblenow.com
rick@singlesourcetelco.com
Shireen Wedlock, Co-President
LYNX Services WEST COAST (CA, OR, WA)
847-838-6943, 800-806-2573 OHIO VALLEY (IN, OH, MI, KY, WV)
Ray Pollum
swedlock@lynxservices.com John Stanovcak NobelBiz
Open Integrity, Inc. 5857 Owens Ave.
FLORIDA (FL) 330-338-5564 Carlsbad, CA 92008
johns@openintegrity.com 760-405-0105
Luis Gonzalez
rpollum@nobelbiz.com
InkTel Direct
13975 NW 58th Court POTOMAC (DC, MD, VA, WV)
Miami Lakes, FL 33014 CHAPTER PRESIDENTS COMM:
Janelle Iturbe
305-523-1142 Roth Doner Jackson Chris Haerich, Chair
Luis.gonzalez@inktel.com 8200 Greensboro, Suite 820 Kathleen Kelly, Vice Chair
McLean, VA 22012 dvsAnalytics.
MID ATLANTIC (DE, NJ, PA) 703-485-3539 17255 North 82nd Street
jiturbe@rothdonerjackson.com Scottsdale, AZ 85255
Bryan Gray, Co-President
480-538-7700
NCO Group
NY METRO (NY, NJ, CT) kkelly@dvsAnalytics.com
507 Prudential Rd
Horsham, PA 19044 Rich Simms National Board Liasion:
215-385-4425 DialAmerica Lori Fentem
bryangray@comcast.net 960 Macarthur Blvd. Synergy Solutions, Inc.
Mahwah, NJ 07495 16435 N. Scottsdale, Ste 130
Rob Marshall, Co-President
800-531-3131 Scottsdale, AZ 85254
360 CRM
rsimms@dialamerica.com 602-296-1601
204 Carter Dr.
llfentem@callsynergy.com
Westchester, PA 19382
610-429-5036
rmarshall@360crm.net
For more information on how you can be involved with your local ATA chapter,
visit us online at www.ataconnect.org/chapters,
email Lisa Nye Ford at Lisa@ataconnect.org or call at 317-816-9336.
7 www.ataconnect.org

28. The Best Return on Your Investment
Platinum Membership
PLATINUM MEMBERSHIP PROVIDES AN INVEST IN A PLATINUM MEMBERSHIP AND
INSTANT RETURN ON YOUR INVESTMENT. YOU’LL ALSO RECEIVE:
Platinum Membership in the ATA includes all the benefits of • Two complimentary registrations to the annual ATA
Corporate Membership, but with additional discounts and Washington Summit (Value: approx $1,800)
recognition.
• Discounted registration to the annual ATA Convention &
Expo (Savings: approx. $250/member)
ATA CORPORATE MEMBERS RECEIVE:
• Premier subscription to the ATA’s Regulatory Guide (Value:
• Bi-weekly ATA Members Newsletter, eConnections approx. $800)
• Up-to-date compliance and regulation email alerts • Special recognition in the ATA Membership Directory
• Online Membership Directory listings (Savings: priceless)
• Complimentary listing in the ATA Resource Guide • Special recognition in conference brochures and other ATA
promotional materials
• Free and discounted industry research, reports and
whitepapers • Access to the Platinum-Member Only events and
receptions during national conferences (Savings: priceless)
• Discounted registration rates for the ATA Legislative
Conference, Annual Convention & Expo, Chapter Events,
and all other networking and educational opportunities
• An opportunity to purchase discounted programs and
publications
THE AMERICAN TELESERVICES ASSOCIATION THANKS THEIR PLATINUM MEMBERS
FOR SUPPORT OF THE INDUSTRY AND THE ASSOCIATION.
1 2 1 Direct Response Defender Direct NOVO1
360CRM DialAmerica Optima Direct, Inc.
Aditya Birla Minacs Discover Plantronics
AEGON Direct Marketing Services Disney Destinations LLC PossibleNOW
Affinion Group Edge Teleservices, Inc. Progressive Impressions International
Allstate Insurance Company Etech, Inc. Protocol Global Solutions
Allus, Global BPO Center First Data Corporation Republic Telcom Worldwide
Alorica Inc. GE Consumer Finance Shell Vacations LLC
American Customer Care, Inc. Hamilton Contact Center Services Sirius XM Radio
American Express HSBC Card Services SITEL Worldwide
American Honda Finance Corporation ICT Group, Inc. Smartfish Technologies
American Water Resources Incept Corporation Synergy Solutions, Inc.
Ameridial Influent Inc. TCIM Services, Inc.
APX Alarm Security Solutions, Inc InfoCision Management Corporation Technology Marketing Corporation
Associated Bank N.A. Inktel Direct Corp Telerx
Associated Community Services Innovative Marketing & Sales The Allant Group
Bank of America Intersections Inc. The Results Companies
Bluegreen Corporation Mac Murray, Petersen & Shuster, LLP The Sun-Sentinel/Orlando Sentinel
Call Compliance, Inc. Microsoft TPG TeleManagement, Inc.
CareCall, Inc. MTI United Nearshore Operations UNO
Charlton MxEnergy Voiance Language Services
Comcast NCO Customer Management, Inc. West Corporation
Corporate Call Center Neustar Wyndham Vacation Ownership
Cross Country Home Services Northwest Direct Teleservices, Inc.
Cyber City Teleservices NovaTel
ATA INFORMATION 8