About -Team
Thomas M. Rocca
President, KPI Group, LLC
Tom Rocca is president of KPI Group, headquartered in Atlanta, Georgia. (Marietta / Kennesaw) Tom has over 25 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) since 1987 and is a Past Chairman. Since 1990, he has also been an active member of SOCAP International / Society of Consumer Affairs Professionals and is the Past President of the Georgia chapter, now serving on the SOCAP National Board of Directors. He also serves on ICSA’s (International Customer Service Association), as the Georgia Chapter President & on the Board of Directors, in Atlanta. 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.
Education / BS, Marketing – Canisius College - Buffalo, New York, www.canisius.edu
Committees & Associations…
American Teleservices Association (ATA)
http://www.ataconnect.org/
- Chairman of the National Board 2002 - 2003, Past National Board member, 9 years
- Committees: Technology / International / Non-Profit / Compliance, State Legislation
- National Board of Directors 1995-1998,2002-2007/Executive Board 98, 02-04, 06-07
- Northern California Chapter, President 1992- 1995 / SCATA, Georgia Chapter, 2008
The University of Akron / College of Business Administration, www.uakron.edu , The Gary L. and
Karen S. Taylor Institute for Direct Marketing
- Member of the Executive Advisory Board / 2006-2008
Direct Marketing Association / Teleservices Council (DMA)
http://www.the-dma.org
- Active member of Teleservices Council & Operating Committee, 2003-2007 / Council Liaison
Society of Consumer Affairs Professionals (SOCAP)
http://www.socap.org
- National Board of Directors / 2008-2011
- Georgia Chapter President, 2004, now Past Chapter President & Chapter Board
- Northern California Board, Director (1995-2002); Chapter President (1997-1999)
International Customer Service Association (ICSA)
http://www.icsa.com
- Georgia / Atlanta Chapter President, Executive Marketing support (2002-2008)
American Resort Development Association (ARDA)
http://www.arda.org
- Active Member, Legislative Support Team / National Event Speaker
American Collections Association (ACA)
http://www.acainternational.com
- TCPA Legislative Committee / Lobby Team, Capitol Hill
and FCC support
Publications:
Customer Relationship Management (CRM) February, 2002: “Outsourcing 101”, Consumidor Moderno (Brazil) and a number of articles & interviews in Teleprofessional, Call Center Interactive, DM News, Wall Street Journal, Washington Post, Washington Times, USA Today, etc. Google: “Tom Rocca”
Key Note Speaker & Session Speaker:
ICSA, SOCAP, DMA, ICCM, SECAP, ATA, ACA, ARDA, NACCM, CRMA, CCNG, Summit Circuit, etc.
Listen to Tom Rocca on "Talk About Service" Radio, "Kindness Happens" & "Roving Rocca" segments can be heard anytime on www.talkaboutservice.net and streaming LIVE on Saturday mornings at 11:00 AM EST, on www.am990.com. Please join the excitement around the Kindness Revolution at http://www.thekindnessrevolution.net/, you can make a difference in someone's life!
Contact info…
Thomas M. Rocca
President / KPI Group, LLC
1014 Ector Drive NW, Kennesaw, Georgia 30152
770-427-3154 Direct Line / 770-778-1070 Mobile trocca@kpigroup.com / roccacall@aol.com /www.kpigroup.com SKYPE: trocca847 (International VoIP)
