Quality Contact Solutions is a call center management and consulting firm founded in 2002. They specialize in managing outsourced call centers, consulting on call center operations, home-based call centers, and telecommunications services. Their goal is to help clients meet contact center goals through their experience in call center management.

1. 808 4th Street · Aurora, NE 68818 · 866 963-2889 · www.qualitycontactsolutions.com
Capabilities & Executive Summary
With nearly two decades of inbound and outbound call center management and consulting
experience, our goal is to help medium and large companies meet their contact center goals, lead
generation goals and best-in-class customer service goals.
Quality Contact Solutions was founded by Angela Morris, a nationally recognized industry
leader with 20 years of experience. Quality Contact Solutions was created to bring value-added
solutions to clients who desire assistance in making their telephone contacts more productive and
of higher quality.
About Quality Contact Solutions
Quality Contact Solutions (QCS) specializes in four distinct niches:
1) Telemanagement: QCS manages outsourced telemarketing programs on a day to day
basis. The vendors can either be selected by QCS or by the client.
2) Call center consulting: QCS evaluates in-house operations, outsourcing operations,
technology solutions, training programs, quality assurance programs, motivation and
compensation systems, reporting and analytics. We provide specific, actionable ideas
that will improve call center performance and cut costs.
3) QCS At Home: This is the newest venture for the QCS family of companies. Clients
have the unique opportunity to take advantage of the latest call center trend—
homeshoring. Homeshoring utilizes work-at-home call center agents which are recruited
from all 50 states in the United States and are screened to meet the highest levels of
quality and professionalism.
4) Quality Voice & Data Management: This sister company provides telecommunications,
networking, systems integration and database development advice to QCS and our
clients.
Our Mission: To provide value-added telemanagement and consulting services to clients that
desire the highest quality and return-on-investment from their contact center organization.
The QCS Advantage
There are six key advantages to placing your telemarketing and telesales campaigns with Quality
Contact Solutions instead of directly with a call center:
Key #1: Project Management Services
QCS provides proactive oversight for your telemarketing campaigns. QCS works closely
with the call centers' staff on a daily basis to achieve the best results, and then communicates
back to you. Our clients appreciate being informed without having to be overly involved.
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2. Key #2: Exceptional Knowledge and Insight
Our management team has over 45 years of combined telemarketing experience. QCS can offer
ideas and strategies to obtain maximum results from your telemarketing campaign. Having
experience from the vendor's side, QCS is in a unique position to work with the call centers to
achieve optimal campaign performance.
Key #3: Greater Value
QCS is in a position to negotiate "wholesale" rates with telemarketing vendors. For about what
you would pay going directly to the call center, you get the added value of the QCS
team's experience and expertise managing your campaign for you, giving you better performance
with less of your time invested.
Key #4: Greater Capacity
Because we work with multiple call centers, QCS has the capacity to fulfill all your
telemarketing needs. We will place your campaign with the call center best suited to perform
your campaign.
Key #5: One Call Service
QCS is a one-call destination. There is no need to call several vendors to check their capacity,
determine their performance capabilities, and negotiate pricing for each campaign. This is
a service provided by QCS.
Key #6: Solid Reputation
QCS' reputation is one of uncompromising integrity, superior performance, and friendly
professionalism. Our clients have learned they can trust QCS to speak plainly and truthfully
about every aspect of a campaign. Our approach has always been that of a consultant and
advocate for our clients.
These competitive advantages clearly make placing your telemarketing projects with QCS a far
superior experience than dealing directly with multiple people from several different call
centers. QCS provides proven leadership for ensuring that each telemarketing campaign will
receive the best combination of price, service, and performance.
Our Business Beliefs
 Quality and performance are not an either-or tradeoff in the contact center.
 High quality calls will improve performance.
 Integrity is the baseline from which we operate.
 Creative thinking drives value-added process improvements.
 Responsiveness and urgency show that we care.
 Doing the job right is rewarding and fun.
 Our partners make us better.
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3. Memberships and Affiliations
 Direct Marketing Association
 Direct Marketing Association Teleservices Council
 American Teleservices Association
 American Teleservices Association’s Self-Regulatory Organization
 Society of Consumer Affairs Professionals
 Women’s Business Enterprise National Council (QCS is a Woman owned business)
Telemanagement Services
Experience counts. Our experience in the call center industry gives us an advantage in
understanding the right ways to optimize your prospecting and lead generation contact dollars.
We focus on each of the major disciplines in the call center environment including:
 Recruiting/Hiring
 Training
 Resource Planning
 Scheduling and Forecasting
 Quality Assurance
 Telephone Sales Representative Development
 Technology
 Process
 Telecommunications
“I have known Angela for almost 10 years. We have worked together both as client and vendor along with
working on the ATA Mid-west Board. Angela has excellent knowledge and a solid understanding of the
Teleservices Industry in terms of what it takes to provide quality performance based results from an operations
and management perspective. Angela's expertise in Marketing and the Teleservices Industry has greatly aided
the ATA Mid-West Chapter. Angela would be an excellent asset to any organization looking to improve their
Teleservices operations.” March 13, 2008
Tom Caprio, CEO/President
Meyer Associates
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4. Call Center Consulting Services
“Know-how” is what separates leaders who perform (who deliver results) from those who don’t.
It’s the hallmark of people who know what they’re doing. When a company realizes the need for
professional call center consulting help, it is critical to engage with a consulting resource that has
real know-how.
“I have had the pleasure of working with the Quality Contact Solutions team on a variety of projects over the
last year, and have been impressed with every interaction. QCS combines strategic thinking with the focus to
execute on plans in a way that produces exceptional results for their clients. I am thankful for the relationship
and insight that has been provided, and look forward to working together closely on additional projects in the
future.” June 4, 2008
Sam Falletta
President, Incept Corporation
At QCS we have built a solid reputation on our know-how. We help you plan and manage all
facets of starting up or outsourcing your call center. Our expertise includes detailed strategic
planning, developing the business case as well as hands-on project management and
implementation, including defining the right technology architecture at the right time, forecasting
staffing requirements, and developing quality and human resource programs.
The bottom line is that we can help you build or outsource a call/contact center that enables you
to deliver cost-effective quality-focused calling programs on time and on budget.
Outsourcing Analysis
Outsourcing is an option that many organizations consider as a means of controlling costs and, in
some cases, improving service levels and customer satisfaction. However, many organizations
are not comfortable with this option and may not understand its benefits completely.
Quality Contact Solutions recognizes that outsourcing is not for everyone. That’s why we’ve
developed a consulting program that examines in-house call center environments to determine if
outsourcing is applicable in any form. Our outsourcing analysis considers many potential
options including:
 Full outsourcing
 Selective transactions
 Peak/seasonal traffic
 Outbound campaigns
 Web-based support
 Night/Evening Shifts
 Offshore Outsourcing
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5. “Angela is an outstanding leader with an incredible grasp of the business drivers in the contact center industry.
Her ability to quickly assess client needs and to turn this knowledge into operational solutions is excellent.
Angela has also proven herself to be a tremendous asset to the industry through leading quality initiatives,
association advocacy and reputation development.” June 10, 2007
Tim Searcy, CEO/President
Catalyst Solutions & American Teleservices Association
In the outsourcing realm, QCS provides a turnkey solution to companies that decide to navigate
through the tedious process of selecting an outsourced service provider. The turnkey program
includes:
 Requirements definition
 RFP development
 Vendor selection
 Contract negotiation
 Project management
 Quality review
Why would a company outsource the function of selecting an external third-party call center?
The key benefits of engaging QCS include:
 Experienced, objective analysis
 Reduction in resource requirements
 Cost savings
 Quality implementation
QCS At-Home
There are times when a client program is best placed in an incubator environment where the
program can be nurtured with exceptionally qualified call center agents handling the calls. QCS
At Home was formed in January 2010 to fill this unique need for clients that require a different
type of call center experience or for clients that would fall through the cracks in a larger call
center environment.
Each QCS At Home employee has a minimum of two years of call center and sales experience
and has been screened to ensure only the “best” are employed. Employees work from a virtual
call center platform that utilizes state-of-the-art call routing, inbound call queuing, outbound
predictive dialing and a robust information delivery system to the agent’s desktop.
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6. Our experience gives us an advantage in understanding the right ways to optimize your inbound
call handling and outbound call handling contact dollars. We take new offers, new programs and
small programs and incubate them in this very unique environment. Some programs will stay in
this environment long-term and others will be grown and then placed with our larger call center
vendor partners for roll-out. We handle a multitude of types of campaigns, including:
 Outbound business to business lead generation
 Outbound business to business appointment setting
 Outbound sales
 Inbound call handling
 Email
 Click to chat
Quality Contact Solutions’ Leadership Team
In addition to an extensive network of vendor partners, QCS has a team of employees dedicated
to our clients’ success.
Angela Morris is President and Founder of Quality Contact Solutions. In addition to 17 years of
industry experience, Angela’s credentials include a B.S. in Telecommunications Management
with an emphasis in Telemarketing Management and an MBA from the University of Nebraska.
Prior to founding Quality Contact Solutions, Angela was Vice President of Hamilton Contact
Center Services, a Top 50 inbound, outbound, and e-contact service agency with locations
throughout the US. During her significant tenure at Hamilton she was responsible for all aspects
of contact center business including sales, account management, operations, information
services, and strategic planning.
In addition to her commitments to Quality Contact Solutions, Angela participates in various
community and youth development organizations, and is also active the DMA Teleservices
Council, where she currently serves on the Teleservices Advisory Committee; the American
Teleservices Association, where she currently holds the Marketing Director position on the
Midwest Chapter Board of Directors; and the Society of Consumer Affairs Professionals.
Angela is also a frequent speaker at industry events engaging and educating audiences on such
subjects as multi-channel integration, measuring customer satisfaction, staffing and scheduling,
e-learning, agent retention, and regulatory compliance.
Dean Garfinkel is founder of Quality Voice & Data Management, Inc. Dean has over 25 years
experience in the telecommunications field, and oversees all of Quality Contact Solutions’
technical operations. In addition, Dean develops and manages strategic business relationships
for Quality Contact Solutions. Mr. Garfinkel is recognized across the teleservices industry as the
leading expert on telecommunications and compliance technologies, and has been quoted in such
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7. diverse publications as USA Today, Newsday and the Chicago Tribune, as well as many industry
trade magazines. Dean currently serves as one of the Board of Directors of the American
Teleservices Association.
Nathan Teahon is the Director of Operations for Quality Contact Solutions. Prior to his
employment with Quality Contact Solutions, Nathan worked for Hamilton Contact Center
Services. During his tenure with Hamilton, he ran the gamut with the different positions he held.
Nathan has call center experience as a Supervisor, Quality Assurance, Program Management,
Account Management, and also as a Call Center Manager. His diversity of call center experience
lends itself well to support a wide variety of clients and their unique requirements.
Melissa Hinrichs is the Director of Client Services for Quality Contact Solutions. Melissa is an
invaluable member of the team and ensures that the client always receives flawless data. Prior to
working at Quality Contact Solutions, Melissa spent over 10 years working for Hamilton Contact
Center Services in a variety of positions, including Reporting Specialist and
Programmer/Analyst.
Kelsey Olsen is the Client Services Specialist for Quality Contact Solutions. Kelsey works on
proposals, marketing items, as well as the backup for client data and reports. Prior to working at
Quality Contact Solutions, Kelsey spent over 8 years working for Hamilton Contact Center
Services in various positions including Human Resources and Programmer/Analyst.
Marcia Jenkins is the Operations Manager for QCS At Home and Quality Contact Solutions.
Prior to her employment with Quality Contact Solutions, Marcia worked for Hamilton Contact
Center Services. During her tenure with Hamilton, she ran worked as a front-line call center
agent, in Quality Assurance, Program Management and Facility Operations Manager. Marcia is
particularly well-known for her no-nonsense approach to getting high quality results for her
clients on a consistent basis, earning her respect from her clients, her peers and her employees.
Lisa Jones Barksdale is a certified ATA-SRO Auditor on staff with Quality Contact Solutions.
In addition, Lisa is the founder and Principal Consultant of Dynamic Auditing Solutions, LLC
and is the Compliance and Operations Manager for Collegebound Network. Lisa’s expertise
stems from formulating innovative working processes and cost-effective solutions to drive high
levels of performance in a call center. Lisa has extensive background in setting up company
compliance training programs which refine knowledge for both management and staff on best
practices and knowledge of DNC rules and regulations, while providing best-in-class customer
service. Lisa graduated from Clark Atlanta University in Atlanta Georgia, with a Bachelors
degree in Political Science and Philosophy. Lisa became a Certified ATA-SRO auditor in March
of 2010. She is very active in her community through organizations such as Jack & Jill of
America and Cinderella’s Closet where she raised more than 500 prom dresses for less fortunate
high school girls during the 2010 prom season.
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8. Brian Hirsch is the I.T. Support Specialist for Quality Contact Solutions. Brian is responsible for
maintaining an extensive network which is utilized for all client programs. In addition, Brian is
responsible for ensuring that special I.T. projects can be completed in a timely manner.
Hector Ignacio is the Translation Specialist for Spanish Bilingual programs. Hector has a deep
background in radio marketing and advertising. Hector assists clients in translating their scripts
and information from English to Spanish. In addition, Hector works hands-on with the QCS
operations team to monitor call center vendors on all Spanish Bilingual projects.
“There are few people that have the industry knowledge that QCS staff has - as well as the ability to deliver
results with integrity.” April 7, 2008
Paul Hubert, Gift Certificates.com
Paul Hubert is a former client
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