Contact Center Solutions Featured Article

Bill Hardy Named Director of Call Center Operations for ILD Telecommunications

September 23, 2009

ILD Telecommunications has announced the naming of Bill Hardy as Director of Call Center Operations. In his new position, Hardy will oversee the call center efforts of ILD Telecommunications, including the three divisions of ILD Teleservices, RollCall Business Conferencing and Intellicall Operator Services.

The streamlining of operations will be a key focus for Hardy as he sets out to improve overall functions. The key emphasis will be placed on customer care, operational effectiveness and cost efficiency.

With more than 20 years of professional experience in the field, Hardy offers broad expertise in strategic and tactical management, technology, business process and call center operations. Most recently, he served as a Senior Consultant with M2 Consulting in San Francisco. In this role he managed a nationwide project for a membership organization of some two million members.

Catering to the payment processing industry, ILD Teleservices offers alternative payment solutions and services to a wide variety of merchants. Such services and solutions include LEC Billing, Direct Billing, Credit Card Processing, Automated Clearinghouse processing and Phone Billing. The company also provides a variety of risk management and fraud prevention services.

The RollCall Business Conferencing solution delivers premium audio conferencing and Web collaboration tools for more than 100,000 users to enable international toll-free origination from more than 50 countries. This scalable service is designed to seamlessly handle a wide variety of corporate conferencing needs, from small sales calls to operator managed investor relations calls with thousands of participants.

Intellicall Operator Services, ILD Telecommunication’s third business unit, offers a suite of onshore outsourced operator services in state-of-the-art call center facilities throughout the country. U.S. clients in such industries as hospitality, inter-exchange carriers, Regional Bell Operating Companies and a number of other organizations benefit from this division.

Last year, ILD Telecommunications made a joint statement with ThinkEngine Networks that it would be deploying the VSR1000 Media Server for its ROLLCALL Business Conferencing division. This is expected to support ILD’s growth and help the company to take a long-term migration path from TDM to IP conference calling.

As contact centers continue to gain in value for the organization, an increased focus on streamlined operations that improve the customer interaction is likely. As this continues, companies such as ILD Telecommunications should enjoy growing opportunities in a less than promising global economy.
  

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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