TLC Associates' SecureRep Solution Awarded 2015 Customer Experience Innovation Award

Dec 08, 2015, 07:00 ET from TLC Associates

CEDAR RAPIDS, Iowa, Dec. 8, 2015 /PRNewswire/ -- TLC Associates (TLCA), one of the nation's top privately held customer contact providers, announced today that TMC, a global, integrated media company, has named SecureRep a winner of the 2015 Customer Experience Innovation Award. The SecureRep solution integrates technical innovation with multiple layers of environmental controls, and 100% physical monitoring and tracking to guarantee security of consumers' personal information during an interaction.

The 2015 Customer Experience Innovation Award recognizes best-in-class companies that are setting the standard in delivering exceptional customer experiences.

TLC Associates leverages its 20+ years of experience in supporting millions of consumers' communication of personal and financial information to create SecureRep, a 100% secure experience for consumers.  The solution spans omni-channel interaction channels: inbound and outbound call, web-based interactions, social media, back office, chat and email transactions. 

TLCA's security innovation, SecureRep, eliminates the call center representative's access to the consumers' credit card number and personal information during the interaction, regardless of the interaction channel.  "This is done through a complex network comprised of top of the line automated voice/data capture technologies, data leak protection and intrusion detection and protection solutions layered with TLC Associates' custom-built representative action tracking and monitoring and environmental control solution.  Additionally, SecureRep mandates that more customer information be treated as confidential than any other system," noted Greg Henn, TLC Associates' Executive Vice President of Technology, Network Security and Compliance. 

One of the unique keys to SecureRep's success is the implementation of exhaustive environmental and monitoring controls that go well above the requirements of PCI Compliance.   "TLC Associates' own innovation in monitoring, tracking, environmental and personal employee controls ensures that TLC Associates can not only monitor, but control representative access and activity. The effect is a top-of-the-line defense across all customer interaction channels."  noted Henn.

SecureRep's 360-degree view of representative activities tracks and restricts physical access and movement on call floor areas, PC terminals, network paths, and individual representative activity, movement and entries. All cell phones and other external communication or recording devices are forbidden in the center to ensure security.  Henn also notes that "TLC Associates continually audits performance of the SecureRep system and continual education for representatives and center management teams."

"TLC Associates has always taken the security of consumer's information seriously. All of our interaction centers and technical solutions are 100% PCI DSS compliant and we invest heavily in making sure that our teams are monitored and controlled at every step," remarked Thomas Cardella, President and Founder of TLC Associates. "The real benefit of increasing our security around the collection and storage of personally identifiable information is consumer satisfaction. If consumers are confident their information is secure when they interact with our client companies, we know that they will choose that company again and again. That is just one of the values that TLC Associates can bring to our clients. Clients know that our representatives are held to a higher standard."

SecureRep provides automatic encryption of card and transaction details at multiple levels; capability of full scale integration with EMV chip technology; public /private key encryption; numerous layers of password protection and real-time monitoring to identify representative's movements. 

By allowing secure transactions, this fully secure solution manages customer data across multiple contact channels, delivering proven increases in revenue and customer satisfaction. "For one of our clients, we have more than doubled their customer satisfaction, giving them a near 100% average customer satisfaction rating by securing their customer transactions," said Cardella.  "The connection this creates between consumers and our clients is invaluable."

"Congratulations to TLC Associates for receiving a 2015 Customer Experience Innovation Award. TLC Associates' SecureRep has been selected for enhancing the customer experience and improving business relationships," said Rich Tehrani, CEO, TMC. "We're pleased to recognize this achievement."

TLC Associates was recently ranked as the 12th largest integrated contact center provider in the world by TMC Net.  For more information, please visit or call (319) 730-4000.

About TLC Associates
TLC Associates is changing the way people think of customer contact centers. A 100% employee-owned company, TLC Associates focuses on front line employee satisfaction and with it, is able to drastically increase the return on investment of its nearly 25 Fortune 500 clients.  TLC Associates manages customer experience across all contact channels, exceeding client goals in sales and service alike.  Committed to creating quality jobs in the Midwest, the company has grown to four locations in the state of Iowa: Cedar Rapids, Coralville, Keokuk, and Marshalltown and another in El Paso, Texas. For more information about TLC Associates, please visit

Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry.  Please visit

About TMC
Global buyers rely on TMC's content-driven marketplaces to make purchase decisions and navigate markets. This presents branding, thought leadership and lead generation opportunities for vendors/sellers. 

TMC's Marketplaces: 

  • Unique, turnkey Online Communities boost search results, establish market validation, elevate brands and thought leadership, while minimizing ad-blocking.
  • Custom Lead Programs uncover sales opportunities and build databases.
  • In-Person and Online Events boost brands, enhance thought leadership and generate leads.
  • Publications, Display Advertising and Newsletters bolster brand reputations.
  • Custom Content provides expertly ghost-crafted blogs, press releases, articles and marketing collateral to help with SEO, branding, and overall marketing efforts.
  • Comprehensive Event and Road Show Management Services help companies meet potential clients and generate leads face-to-face.

For more information about TMC, please visit


SOURCE TLC Associates