A key element of the data-driven marketing mix is the one to one contact brands can have with their consumers through voice to voice or telephone contact. This 90-minute course takes participants on a journey to launching or improving on a teleservices program touching on: types of programs, operating models – in house vs. out-source, scripting, motivation, KPIs and more.

Learning Experience

This is a narrated PowerPoint slide presentation format course and is partially interactive. It provides real-world practitioner-led learning. Active course participation is limited and includes assessments, minimal or no knowledge checks, activities, or resources/tools.

Who is this Course For?

Junior, middle, and senior marketer levels – all those interested in teleservices.

Course Outline

    1. Introduction and Overview of Key Concepts 
    2. Types of Teleservices Programs
    3. How to Assess Requirements
    4. Choosing an Operating Model:  In-house vs Outsource
    5. Teleservices Key Performance Indicators (KPIs)
    6. People
    7. Management
    8. Technology
    9. New “Contact Center” Tools
    10. Regulatory Compliance

Estimated Length of Completion

Approximately 93 minutes. This timing reflects basic run time, but seat time varies by user and could be significantly longer.

Download the full benefits here

Registration Pricing

Client-Side Tier Platinum Tier Gold Tier Silver Tier Individual Nonmember
Registration Client-Side Tier $0 Platinum Tier $0 Gold Tier $49 Silver Tier $79 Individual $149 Nonmember $149



Angela Garfinkel

Founder, Quality Contact Solutions 

Angela Garfinkel is the founder of Quality Contact Solutions. In addition to 20+ years of industry experience, Angela’s credentials include a B.S. in Telecommunications Management with an emphasis in Telemarketing Management and an M.B.A. from the University of Nebraska. Angela Garfinkel is the President and Founder of Quality Contact Solutions and QCS At Home.

Angela’s call center experience spans more than 20 years on both the call center vendor and client sides of the business. As an industry leader, Angela has been deeply involved with PACE as one of the founding members of the PACE Midwest Chapter. She is recognized as one of the leading operations and performance management experts in the call center industry. She frequently speaks and writes about how to improve call center performance and how to ensure regulatory compliance. Angela has a B.S. in Telecommunications Management, an M.B.A. and is certified as an ATA-Self Regulatory Organization auditor.




Nathan Teahon

Director of Operations, Quality Contact Solutions

Nathan Teahon is the Director of Operations for Quality Contact Solutions. As Director of Operations, Nathan is responsible for managing client programs, managing the company’s subcontract vendors, and for overseeing the QCS At Home management team. Nathan also works hands-on with clients to identify action plans to improve performance and ultimately increase return on investment for each call center dollar spent. Prior to his employment with Quality Contact Solutions, Nathan worked for a Top 50 Call Center company based in the Midwest. Nathan’s experience has run the gamut with stints as 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.