Tom Rocca is president of KPI Group, headquartered in Atlanta, Georgia. Tom has over 30 years in customer service and sales technology re-engineering for call centers. He keeps a continual focus on “staying compliant” on all federal and state call center rulings. Mr. Rocca, with KPI Group provides outsource partner selection, RFP development and management, technology selection & contract negotiation, call center auditing, best practices & sales process flow analysis, sales and service performance enhancement (KPI’s), and federal, state and insurance compliance management.
Tom Rocca has been an active member of the American Teleservices Association (ATA), now PACE Association, www.paceassociation.com, since 1987 and is a Past National Chairman. Since 1993, he has also been an active member of SOCAP International / Society of Consumer Affairs Professionals and is the Past President of the Georgia chapter and just finished his on the SOCAP National Board of Directors.
He also serves on ICSA’s (International Customer Service Association), www.icsatoday.org, a past Georgia Chapter President & still active on the National Board of Directors. As an industry expert, Mr. Rocca is a frequent speaker at regional customer service and consumer affairs seminars focused on contact center technologies and giving legislative updates. He has written many articles and participated in numerous speaking engagements on “Trends and Facts on Consumer Contact Center Technologies”, “Industry Legislative Updates”, “Choosing an Outsourcing Partner” and “Compliance in an Evolving Contact Center Environment”. Listen to Tom Rocca on "Talk About Service" Radio, which can be heard anytime on www.talkaboutservice.net.