CONTACT CENTER OUTSOURCING SIMPLIFIEDInbound and Outbound Voice and Digital Business Process Outsourcing Solutions
DEDICATED TO CUSTOMER EXPERIENCE
Customer Care, Telesales, Integrated Omni-channel Support, Contact Center Software and, Custom Development, and Professional Services
Mass Markets is a leading business process outsourcing provider of inbound and outbound call center services. Named to the Inc. 5000 list of fasted growing companies 9x, the company provides inbound customer service, outbound telesales, chat, back-office, cloud contact center software, programming and integration services, and digital customer relationship management support to businesses outsourcing B2B, B2C, and digital customer experience solutions. At Mass Markets we represent a diverse portfolio of clients from the Fortune 100 to emerging start-ups with experience spanning a wide range of industries and customer interactions.
An established contact center leader, Mass Markets provides domestic-based Business Process Outsourcing (BPO) inbound and outbound contact center services and cloud technology platforms that deliver a distinct business advantage through performance and efficiency. An industry expert, Mass Markets has experience executing high quality business-to-business and business-to-consumer interactions across a wide range of industries, products, and verticals. As clients continue to emphasize the need to reduce expenses, leverage technology and improve processes, it’s increasingly advantageous to outsource to a partner with a competent understanding of industry developments.
As an industry leader with deep expertise in managing interactions across the customer life-cycle, Mass Markets connects customer service, inside sales, market research, automated customer contact and back-office business processes into comprehensive, flexible solutions. Servicing a range of industries, Mass Markets designs high-performance, analytics-driven solutions that produce real results. We provide scalable, specialized solutions allowing clients to connect with customers to strengthen their experience using innovative technology, relationship management, compliance processes, data-driven insights, and human talent.
“Mass Markets’ goal is to challenge the status quo. The bottom line is that we can help clients move faster, grow larger and solve more problems with substantially more efficiency using our Anything-as-a-Service (XaaS) platform.”
–Anthony Marlowe, CEO
MCI is the Parent Company of multiple business process outsourcing, software, and technology services companies. MCI acquires and operates companies that have synergetic product and services portfolios with a focus on the development and delivery of dynamic technology, human capital, and professional services.
To become the premier US-based provider of Anything-as-a-Service, outsourced contact center services, technology and business process support.
To create a company employees love, a brand customers’ trust, challenging the status quo, realizing growth powered by performance for partners.
Our core values are critical to our competitive advantage. Integrity, continuous improvement, respect, and the pursuit of excellence are non-negotiable.
GROWTH THROUGH CONTACT CENTER CUSTOMER PERFORMANCE
Originally founded in 2003 as TMone. After selling the company in 2013, Mass Markets’ original founder, Anthony Marlowe re-acquired 100% of the company and re-branded it Mass Markets in October of 2015.
Mass Markets has a rich history of unrelenting growth with nine years on Inc. Magazine’s List of Fastest Growing Companies. We’ve scaled from a humble 5,000 square foot contact center with under 50 employees to over 1400 employees across four contact center facilities.
Telesales Customer Acquisition, Lead Generation, Customer Survey, Fundraising, Account Management, and Customer Calling
Customer Care and Sales Website Chat Support, E-Mail, Social Monitoring, Click2Call, SMS/Text, Web2Lead, Multi-Channel Marketing, and Back-Office
Customer Service, Sales, Technical Support, Reservations, Retention, Dispatch, Direct Response, Hotline, and Answering Services
Hosted Cloud Contact Center Software, Robo Dialing, IVR, Predictive Dialer, ACD, CRM, Software Development, Managed Services, and Integration Services
Experienced and Customer Centric BPO and SAAS Leadership
Mass Markets fields a diverse and experienced team of highly driven leaders that care about business growth through best-in-class customer support and a unique commitment to our people. Our team is a highly valuable extension of our customer base, providing leadership and execution that enables meaningful, outcome-based engagement from the front line to the c-suite. Through diversity and teamwork, the Mass Markets team presents a passionate and pragmatic approach to balancing challenging business process outsourcing. While we take our clients’ business results seriously, we also enjoy what we do, which shows in our proactive, improvement-focused support for our clients.
Chief Executive Officer
Anthony Marlowe is the CEO of Mass Markets, GravisApps, and MCI. In 2003, Marlowe co-founded the well-known call center industry Business Process Outsourcing (BPO) company, TMone, and served as its CEO until 2007. Marlowe was recognized by Inc. Magazine in 2007 as one of the 25 youngest CEOs in America. From 2008 to 2015, Marlowe served as TMone's President. In early 2015 Marlowe fully transitioned the company to ERC Holdings, LLC. In 2013, Marlowe had sold 83% of his interest in TMone to Enhanced Resource Center, an RLJ Equity Partners/The Carlyle Group Company. TMone ranked on Inc's list of America's Fastest-Growing Companies for eight consecutive years (2007-2014). Marlowe is also the owner of MBM Developments, a commercial real estate firm.
Mass Markets launched on October 1st, 2015 by Anthony Marlowe after Marlowe Companies Inc, LC (MCI) acquired TMone, LLC back from ERC. The company, headquartered in Iowa, provides Anything-as-a-Service (XAAS), Business Process Outsourcing (BPO), and Managed Services for Fortune 100 and emerging market clients. The company's many American-based service delivery, customer contact and data centers have a capacity of 3,000 employees throughout Iowa and South Dakota.
At the age of 22, Marlowe directly led a sales organization of over 200 employees and became the youngest member of management to be inducted into the MCI Telecommunications Hall of Fame. His contributions were consistently recognized by executives with several awards, including “Best of the Best” and MVP for his work in Arlington, VA at the company’s International Call Center Services hub.
In 2016, MCI acquired all of the software, software-as-a-service (SaaS), applications, goodwill and intellectual property from Gravis Marketing and renamed it GravisApps. In 2016, GravisApps’ solutions supported over 200,000,000 calls, thousands of agents, and hundreds of clients.
Marlowe and his wife Julia reside in the Iowa City, IA area.
Chief Customer Officer
Jason Falco holds a Masters of Technology Management degree from the University of Denver, and a Bachelor of Science in Business Administration degree from the University of Northern Colorado. Falco is a proven leader with 27 years of experience and success in operations, sales management, channel management, marketing, project management, process development, consulting, business development and business process outsourcing. His core strengths include leadership, organization, analysis, and business planning. After obtaining his undergraduate degree, Jason spent 8 years at MCI where he centralized all mid-market customer service functions into a call center environment, saving the organization $3 million per year. Next, he spent 3 years at Evolving Systems, where he worked with software development teams to ensure appropriate revenue recognition. In addition, he worked with Marketing to implement a product development stage-gate process that incubated new ideas more efficiently through formalizing the go to market decision-making process.
Jason's most recent experiences were at Qwest, where he was Director of Vendor Management and Alternative Markets. His organization generated over $280 million in net sales revenue/yr. To accomplish this, he partnered with over 30 different call center suppliers and 24 Alternative Markets partners across an 11-year period. During this tenure, Falco's organizations contributed over 40% of the total high-speed internet sales for the CenturyLink Consumer organization. From 2010 to 2011, he grew the Alternative Markets channel by 70%+ year over year. Throughout his career, Jason has run virtually every type of residential and commercial call center program. His teams have been responsible for over 1,300 full-time agents and 5,000 shared agents throughout the U.S., Canada, and Latin America. Jason has also traveled extensively, visiting 17 countries across 3 continents. All of his prior experiences have honed his ability to translate clients requirements into operational excellence - one of his main specialties and a skill set that positions Mass Markets for dramatic growth in 2017 and beyond.
Executive Vice President
Michael Gray is currently the Vice President of IT Systems and Reporting at Mass Markets and has over 20 years of IT experience in the business process outsourcing industry. In his current role, Gray manages the IT Staff and is responsible for maintaining policies and best practices for Database Management, Software Development, Business Intelligence, and Reporting Analytics. Gray also oversees IT Security and Disaster Recovery / Business Continuity Planning at Mass Markets' four contact centers.
Prior to Mass Markets, Gray was with Edge Teleservices where held roles in database programming, data processing automation, and taking a leadership role early on as IT Director. More recently, Gray has utilized his skill and experience in data processing management and streamlining data workflows to successfully plan and manage several systems integration and platform migration projects.
ETHAN Z. DAVIS
Senior Vice President
As the Senior Vice President of Mass Markets, Davis is responsible for leading the Marketing and Human Resources business units where he oversees the company’s brand, digital marketing, corporate communications, content strategy, social media advertising, talent management tactics, infrastructure planning, employee development and HR technologies. An advocate for innovation, Davis has led multiple initiatives to advance the organization in human capital management, digital marketing automation and through the creation of an insight-driven culture. Passionate about how technology and process improvement can accelerate business transformation, Davis is always a force for positive change across the organization.
Prior to being appointed to his current role, Davis served in multiple executive roles of increasing responsibility including Senior Vice President of Customer Experience, Vice President of Talent Acquisition and Vice President of Operational Support. He joined the company in 2003 in an employee development role and has held various positions encompassing information technology, project management, client services, quality assurance, recruiting, business development, contact center operations, human resources, and marketing.
A key executive leader in Mass Markets' growth, Davis has played a critical part in the organization's attainment of its long-range strategic plans. His diverse industry experience and acumen have been instrumental in multiple, vital business initiatives including new site deployments, disaster recovery, offshore/near-shore partnerships and numerous acquisitions, integration, and rebranding initiatives.
Throughout his professional career at Mass Markets, Davis has pooled a wide array of invaluable experience supporting multiple verticals and unique business processes for Fortune 500 clients. Before joining Mass Markets in 2003, Davis spent several years in operations management at Infinity Marketing Solutions. He began his career in operations management at MCI WorldCom in 1999. Davis has certifications in project management and human resources and has over 20 years of industry experience across a wide range of business processes.
Davis and his wife Trisha live near Iowa City, IA with their daughter Nora and Entlebucher Mountain Dog Oliver.
Regional Vice President
For over 15 years, Kate has grown with the ever-changing BPO & Contact Center Industry. Since starting on the phones as a sales agent, she has held operations management roles until her recent move to Talent Acquisition in 2015. As Director of Talent Acquisition Operations, Kate has led her team through numerous months of record breaking growth and expansion. In her role, Kate leads the Talent Acquisition team in their recruiting efforts to staff Mass Markets with the most effective and reliable employees.
Vital to our growth, Kate is a relentless change agent; implementing countless improvement focused initiatives on Mass Markets recruiting & hiring efforts. Shattering multiple records in her department, Kate continues to raise the bar daily. She has helped to create and maintain strong interdepartmental relationships that have aided in increasing company efficiency and profitability. Kate holds a BA in both classical languages & international studies from the University of Iowa. In her spare time, Kate enjoys the outdoors and spending time with her multitude of pets and farm animals.
Senior Director of Operations
Catrina Rodgers is the Sr Director of Operations for our Spearfish, SD office located in the heart of the beautiful Black Hills! Leading the center to success by creating a solid team work environment with all employees focusing on the goals of the company and clients they support. Joining the Mass Markets leadership team in September 2011, Catrina initially directed her energy on creating solid client relationships and growing those she supported both internally and externally to continued growth. Through effective coaching and mentorship, she found herself shortly thereafter, managing all day to day interactions for the Spearfish location and all clients they support by accepting the Director of Operations position.
Consistently driving results for overall organizational strength by creating all tools needed for success at all levels of the business, never leaving any stone unturned. Before devoting her professional career to Mass Markets, Catrina grew her knowledge and skills through 13 years of prior call center experience in both inbound and outbound organizations. Building a strong bench within her teams, she focused on every individual player giving each one strength and focus in their area of expertise. Outside of her professional career, Catrina enjoys spending her time with her husband and son exploring the great outdoors creating lasting memories!
Director of Network Engineering
Lee Shoup is Director, Network Engineering for Mass Markets where he is responsible for all information technology support functions within the organization. Reporting to the VP of IT Systems and Reporting, Shoup leads the desktop support, systems administration, security and network engineering initiatives.
As a 5-year veteran of Mass Markets with over 18 years of call center information technology experience, Shoup possesses the knowledge to keep Mass Markets moving forward. Throughout his career, Shoup held positions of Network Support Technician, IT Helpdesk Manager and Senior Manager of IT.
Director of SaaS
Lee Liu is currently the Director, SaaS for Mass Markets where he is responsible for all database related management, development and business intelligence functions for the business process outsourcing (BPO), platform-as-a-service (PaaS) and anything-as-a-service (XaaS) divisions of the organization. Reporting to the IT System & Reporting VP, Lee oversees the company's database management and business reporting system which supports human resource, Finance, and Operation departments. As an experienced manager and 20-year veteran of IT Professional, Lee brings a high level of expertise in the areas of information technology, business intelligence, and project management.
Lee started as a reporting developer at Mass Markets in 2013. As the data architect, Lee conducts in-depth technical analysis of all database systems, including the governance framework, architecture, and disaster recovery and business continuity. With the certificate of Microsoft Certified System Developer, Lee maintained the database system which has 700GB across 100 databases, built SSIS packages to load tens of thousands of records of third party data every day. Lee also developed critical components in C# to perform automation operations such as Excel report generation and recording files processing. Lee’s expertise is with performance tuning. In some cases, space and / or time cost were reduced by more than 90%. Lee continuously evaluated new technologies as they apply to company needs so that the department can stay on top of the cutting edge. Lee is proficient in both database programming and frontend reporting development languages.
Director of Project Management & Compliance
Nate Monroe is Director of Compliance and CAAS (Communications as a Service) for Mass Markets, where he is responsible for managing the overarching regulatory policy for the company with regard to state and federal rulemaking, ethical business practices, and customer interaction in addition to managing the development and deployment of Mass Markets’ diverse telephony infrastructure, communications software, services, and supporting technologies.
Over the course of his nine-year tenure, Monroe has held positions of increasing responsibility in operational leadership, employee development, quality assurance, telephony and dialing systems, data management, business intelligence, project management, and corporate business development and sales support. Playing a key role in growth and continuous improvement initiatives throughout the organization, Monroe brings experience from the successful deployment of more than 15 high profile clients into Mass Markets’ production environment and provides critical insight into the technological, operational, and strategic approach necessary to achieve results for existing long-term clients and new opportunities alike.
Director of Executive Analytics
Charles Westfall is the Director of Executive Analytics for Mass Markets where he is responsible for all workforce management, business intelligence, and data analytics for the business process outsourcing(PBO), platform as a service (PaaS) and anything as a service (XaaS) divisions of the organization. Reporting to VP of Systems Integration and Reporting. Charles has studied Data Analytics at SNHU, is a certified green belt in six Sigma and has over 10 years of experience working with fortune 500 companies as a reporting analyst.
Throughout his career here at Mass Markets Charles held multiple positions of increasing responsibilities such as WFM and Business Intelligence. Charles’ experience has provided analytical data to support decision-making at executive levels that has helped bring in new clients and grow the company. Charles is knowledgeable in advanced Excel operations, VBA/VBS, SQL, predictive modeling, and has developed many automated reports that has helped all programs succeed. Before his career at Mass Markets, Charles was the Site Operational Analyst for a global call center. On his free time, Charles loves to travel with his son, and is determined to visit each state and country in North America.
Contact Center Experience Across a Wide Range of Market Segments
BUSINESS PROCESS OUTSOURCING EXCELLENCE
Tech-Enabled and People-Powered Call Center Services Infrastructure
- Talent Acquisition
- Disaster Recovery
- Business Continuity
- Employee Development
- Workforce Management
- Reporting & Analytics
- Programming & IT
- Project Management
STRATEGIC CONTACT CENTER OFFICES
State-of-the-Art Call Center Facilities
All Mass Markets locations are in the Midwest to provide our customers with a strong, accent-neutral workforce in markets with sustainable staffing and strategic cost advantages.
CALL CENTER LOCATIONS
Iowa City, IA
West Des Moines, IA
Dakota Dunes, SD
Contact Center Social Responsibility with Integrated Business Goals
Committed to the people and communities where we operate. Our commitment to corporate citizenship is embedded in our culture. Involvement in community events, philanthropy, environmental sustainability and various fundraising is our duty to others as well as part of our corporate responsibility strategy to further corporate social responsibility (CSR), sustainability initiatives and aid in building a strong base for our brand while facilitating employee engagement.
Stronger Through Unique Perspectives and Ideas
Mass Markets thrives because of the diversity of our extraordinary team members. An open-minded, diverse workforce composed of different backgrounds is a strategic imperative.
Mass Markets is happy to participate in our clients’ diversity programs. Our company strives to do all we can to assist our clients in meeting their diversity goals.
Visit our FAQ page for more information or submit an inquiry and our team will reach out via e-mail to schedule a call.
Our FAQ section is a great place to find answers to some of the more common questions we receive regarding our business process outsourcing services. You will also find links to download more information on our services, information surrounding our flexible pricing models, and a full lexicon of contact center terminology.