Contact Center Solutions Featured Article

Cathy Jo Van Pelt, a direct response services manager with over 16 years of experience in fulfillment operations and client relations, has been promoted to Vice President of Client Services at the AB&C Group, a provider of outsourced direct response processing, call center, and fulfillment services for multichannel marketers. Headquartered in Martinsburg, West Virginia, the company processes millions of orders and handles millions of phone calls each year for leading commercial and nonprofit direct marketers.

 

Van Pelt joined the AB&C Group in 1992 as one of the company’s first call center representatives in their Charlestown, West Virginia facility. She held supervisory positions in AB&C’s call centers before transferring to the company’s Client Services Department in 1995. After serving as an account manager for several years, Cathy Jo was promoted to increasingly responsible management positions within the department, most recently as Director of Client Services.

 

“Cathy Jo has developed excellent knowledge of AB&C’s fulfillment systems and how to apply them in meeting the service requirements of our clients,” noted Robert Pulciani, CEO of AB&C’s parent company BlueSky Brands. “That, combined with her superior communication and project management skills, has made her an invaluable part of AB&C’s ability to maintain long-term client relationships by being responsive to their needs and offering creative solutions to their business challenges.”

           

“I’m honored by the promotion and look forward to the new challenges that it will bring,” stated Van Pelt. “AB&C is a leader at what we do because of the people we have and the high value we place on relationships both internally and externally. I’m committed to maintaining and enhancing AB&C’s reputation for consistently delivering a high level of cost-effective service to our clients and their customers.”

 

AB&C’s services include “Relationship” Call Centers, order management, product and premium fulfillment, e-commerce fulfillment and customer service, and inventory management. The superior customer service provided by AB&C’s “Relationship” Call Centers earned the company the Center of Excellence Certification from BenchmarkPortal and the Center for Customer-Driven Quality, based at Purdue University. AB&C is the first to achieve this designation among providers of outsourced call center solutions, according to the company.