Pivotal Connection (www.pivotalconnection.com), is a customer contact sales/service brokerage and consultation firm serving a large range of vertical markets including Cable/Satellite TV, Entertainment, Gaming, Real Estate, Insurance, Political Campaigns, Non-Profit, Consumer Products and Consumer Retail in both Business to Business and Business to Consumer applications. Key areas of consulting and outsourcing expertise include: • Inbound Call Center planning, development and launch • Outbound Sales Center planning, development and launch • Provide outsourcing options for B2B and B2C inbound/outbound call center support • Quality Assurance planning and implementation • Interactive Voice response (IVR) planning and implementation • Planning and implementation of Call Center Key Performance Indicators (KPI) and Service Level Agreements (SLA). • Inbound/Outbound Call Center “Check Ups” and “Tune Ups” • Broadcast Messaging and E-Mail Marketing