Dotty Randall Stapleton
CEO
Product(s): Toll-Free Service
Industry: Communications, Services, Technology
Based in Roseburg, Oregon, TMS Call Centers have been providing call center services since 1990. TMS focuses on service to businesses and organizations that need a quick response to changing demands. The company’s clients range from small, startup businesses to large, nationally known organizations. Outbound programs including political surveys and follow-up sales calls, account for about ten percent of TMS’ business, while the majority of the company’s work is handling inbound calls for its clients.
Business Need
"TMS is an outsource call center. We provide local phone service for about a hundred different national clients.
So the calls come in from all over the country as well as some international calls. We have to provide the access
for our clients to terminate at our call center. We're a 24x7 / 365 center, so our need has to be reliability, and
obviously there's always a cost factor, but the most important is quality of service, reliability of service, and
what services are available from our provider."
Why Qwest
"The primary reason Qwest was chosen was they were very competitive price-wise, and their enhanced features beat
anybody--other than the other carrier that I had in here, which was AT&T.; Also, with Qwest, my clients could
re-route their calls to alleviate some of the queue congestion in their facilities. The only way TMS, as an
outsource call center, generates revenue is by answering calls. So it kind of killed two birds with one stone and
thereby giving better customer satisfaction, generating more revenue for them, and, obviously, in turn generating
more revenue for TMS."
Customer Service
"I have had the wonderful experience of being able to get calls re-routed in a matter of minutes because I can pick
up the phone, and I have a client in Salt Lake who needs to get traffic here immediately because something happened,
and I've had my rep build route sets, do whatever is necessary at any time to get traffic into our center if need
be. And I can't say that with any of the other telephony carriers that I have used over the last 20 years. It's
usually very difficult to get exceptional customer service; in fact, just within the last week there were some major
programming problems that had happened with a former client and they got it fixed within minutes, which I don't know
of any other carrier that I could say that about. Also, if I call my Qwest rep and she doesn't have an immediate
solution, she will conference in a technical person from Oklahoma or some other location so that I can get an
immediate answer--and the solutions are always immediate. I have never felt like 'Well, I don't have time to deal
with you.' And in this day and age when service isn't really paramount in customer service, I have to say that my
experience with Qwest has been exemplary."
