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We Create Consistently Remarkable Customer Experiences


“This is how teleservices should be done.”

– Dave Pearce, former Managing Director, Amtrust North America

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We Create Consistently Remarkable Customer Experiences


“This is how teleservices should be done.”

– Dave Pearce, former Managing Director, Amtrust North America

What We Do

We're a call center outsourcing and technology company
founded on the pursuit of creating

the perfect customer conversation.

We believe the closer we get to creating this conversation, the better we will be able to serve our clients, whether they want to improve performance, ensure compliance, or project the essence of their brand on every single call.


CallAssistant delivers:

Better
Performance

Remarkable Customer Experience

Peerless 
Compliance


To achieve this, we leverage a proprietary technology to run our call centers and
help other companies run their in-house centers that we call Echo.

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What Is Echo?


"The control and consistency possible with Echo is invaluable. This technology has been a game changer for us."

- Matt Gardner, Director of Product, One on One Marketing

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What Is Echo?


"The control and consistency possible with Echo is invaluable. This technology has been a game changer for us."

- Matt Gardner, Director of Product, One on One Marketing

Your brand's voice, every call.

Echo makes every agent sound like a top-performing agent, and makes script delivery effortless for the human operator. Instead of worrying about reading a script, agents can focus on actively listening to the person on the other end of the line and creating an exceptional conversation through their keyboard. 

How it Works

When agents use Echo, they communicate not by speaking with their voice, but by controlling a collection of audio files recorded with a voice, tone and level of enthusiasm that drives exceptional results for your particular program.

 

How It Sounds

Agents use Content Keys to drive the script forward while reacting to customer questions and needs, and Conversation Keys to make the call conversational through the use of natural language. Together, the agent and Echo work to create a remarkable customer experience.

We've spent almost 15 years building Echo from the ground up, always driving toward a better conversation. Find out how Echo can drive yours.

Learn more about Echo →

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Services at a glance


“It isn’t often you come across a company that can make a step function change in what you can offer to clients”
– Kevin Frick, former partner, McKinsey Private Equity Group, lead investor

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Services at a glance


“It isn’t often you come across a company that can make a step function change in what you can offer to clients”
– Kevin Frick, former partner, McKinsey Private Equity Group, lead investor

Inbound Call Center

CallAssistant specializes in scripted inbound calls. With a particular focus in the following call types:

  • Appointment setting
  • Order taking
  • Scripted sales
  • Tier one customer service

Learn more about Inbound  →

Outbound Call Center

CallAssistant has deep roots in outbound. We handle many different outbound call types including:

  • Lead qualification
  • Retention
  • Sales
  • Survey

Learn more about Outbound →

Software Licensing

If you run an in-house inbound or outbound call center focused on scripted calls, you can license Echo technology with our licensing product. We'll work with you to improve your call center's call quality, compliance and efficiency through Echo tehnology. 

Learn more about Licensing 

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Management Team


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Management Team


Peter Formisano, CEO

Peter Formisano, CEO

Mike Bills, Co-founder
and President

Steve Pockross, SVP and GM, Enterprise Division

Peter Formisano

CEO

Peter is CallAssistant’s CEO and serves on its Board of Directors. As CEO, Peter is responsible for the overall growth and direction of the company.

Prior to CallAssistant, Peter was General Manager for Arise Virtual Solutions’ Retail and Technology division. Before his time at Arise, Peter spent time at Computer Generated Solutions, where he built one of the most successful medium-sized contact centers in the industry, and at ClientLogic, where as Senior VP for Latin American Operations he was responsible for 8,000 employees in 7 countries and helped manage ClientLogic’s multi-billion dollar acquisition of Sitel Corporation. Prior to ClientLogic, Peter was Senior Director of Operations at Convergys where he established the company's retail and cable support businesses and led a decade of dramatic growth.

Peter holds a BA degree in Accounting and Management Information Systems from Iona College.

Mike Bills

Co-founder and President

Mike is a CallAssistant Co-founder and serves as President and member of the Board of Directors. Prior to his role as president, Mike served as CEO from 2009 - 2014. Mike co-founded CallAssistant in 2009 in Salt Lake City with his partner Troy Hooton and led the company as through a period of dramatic growth across the verticals of Enterprise BPO, political fundraising and not-for-profit fundraising.

Prior to CallAssistant, Mike was CEO of a manufacturing business he subsequently sold to a large manufacturing and transportation conglomerate . Prior to this, Mike served as president and COO of a family-oriented movie distribution business in Utah that included a large teleservices business, and led the team that built the first version of Echo technology.

Mike holds BS from University of Utah and an Masters in Business Administration from Westminster College. 

Steve Pockross

SVP and GM, Enterprise

Steve is CallAssistant's SVP and GM of the Enterprise Division, which serves both enterprise agent call center outsourcing and licensing products. Steve is responsible for the operation and expansion of the Enterprise Division including sales, marketing, and client services.

Prior to CallAssistant, Steve served as VP of Business Development and New Products at LiveOps, where he was part of the leadership team that built the company into one of the leading home-based agent call centers. Steve launched and managed many of LiveOps' enterprise businesses, including financial services, partnership marketing, and outbound telemarketing. In addition, Steve has also led various marketing and product development efforts at Western Union and HSBC. 

Steve holds a BA degree from Wesleyan University and an MBA from Northwestern University.

Rob Ferguson, CIO

Ryan Hunt, COO

Cheryl Gunn, VP of Client Services

Cheryl Gunn, VP of Client Services

Rob Ferguson

CIO

Rob is CallAssistant's Chief Information Officer. As CIO, Rob is responsible for maintaining CallAssistant's global technology architecture, scaling it to meet business needs, and driving the product roadmap to improve CallAssistant's products and services.

Prior to CallAssistant, Rob served as CIO at MonaVie, where he managed all aspects of the IT organization. Rob led teams and launched global technology solutions in over 40 countries. Rob also held various positions at Microsoft within the Finance and Technical Marketing Divisions. Prior to Microsoft, Rob was a consultant with Deloitte.

Rob holds a BS in Business Management and Information Systems from Brigham Young University.

Ryan Hunt

COO

Ryan is CallAssistant's Chief Operating Officer. As COO, Ryan is responsible for managing, scaling and innovating call center operations across CallAssistant's domestic and international locations.

Prior to CallAssistant Ryan was Vice President of Operations for the teleservices arm of a family-oriented movie distribution business in Utah, where Ryan played an integral role in operationalizing the product that became Echo at CallAssistant. Previous to this, Ryan was Director of Sales at the same company.

Ryan holds Bachelors in Economics and a Masters in Public Administration from University of Utah.

Cheryl Gunn

VP of Client Services

Cheryl is the Vice President of Client Services for CallAssistant’s Enterprise BPO and Licensing divisions. As VP of Client Services, Cheryl is responsible for leading a team of client services professionals to over-deliver on the needs of Enterprise clients.

Prior to CallAssistant, Cheryl provided over 10 years of strategic leadership and outstanding client support  in call center operations, training and client services in the BPO industry at Teletech, Stream and LiveOps, and spent several years leading the training efforts at Victoria’s Secret Direct. 

Cheryl holds a BS degree from Ohio University.