Our People
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“We are very proud that to maintain an attrition rate that is less than half of the industry.” Tiffany Dechant, Contact Center Manager

“Customer service people are a company’s eye’s and ears. They’re an irreplaceable source of essential marketing insights.” Dan Collins, President

“Our operations team focuses on process efficiencies bringing value and savings to our clients.” Mike Doherty, Operations Manager

“Our very low rate of employee turnover is one of the reasons why we’re able to provide consistently high quality service.” Mary Ann Kerr, VP Client Operations

“This is a great group of people at TMP Direct. We’re like a family.” Amy Rucker, Director Client Services

“Our approach to outbound is very strategic; this is why we have clients that have turned to us for outbound support for over 18 years.” Vivienne Reise, Contact Center Manager

“You will not regret working with us. We do as good a job as anyone — and much better than most.” George Eisele, Chief Executive

“One of the most impressive things about TMP Direct is that everyone places a very high value on doing jobs well.” Bob Curtis, IT Director

Tiffany Dechant, Quality

Contact Center Quality Manager

Q. How did you get into Contact Center Management

A. I worked my way up the ranks. I started out as an agent on the phones and have held nearly every position available within the contact center before my latest promotion to manager.

Q. The attrition rate in your Contact Center is less than half of the industry average. What factors do you attribute to your low attrition rate

A. I think the main factor is the people. TMP Direct is a family oriented company that works with the agents as much as possible should they experience hardships. The location is also a major factor. Many of the agents live nearby or in Pennsylvania. Now that we have expanded our remote agent program, commuting long distances has decreased providing another level of employee satisfaction.

Q. What do you find most challenging in managing a Contact Center

A. It’s difficult keeping track of everything that is happening each day. There is always something new happening, either a new client, a new program, a new problem, yet that is also what holds my interest day to day. I never know what the day will bring.

Q. What do you like to do in your spare time

A. Spare time I have a teenage daughter and son in college, they don’t leave me with much time to spare. Luckily, I truly enjoy spending my time with them. I also enjoy gardening and live music.

Q. If you could travel anywhere in the world where would you go

A. To only choose one place is difficult. I love to travel and have been to most of the 50 states. I would have to choose a tropical island, either Seychelles or The Cook Islands.