Call Center Solutions Featured Article

John Dubay has taken charge of call center operations for Sound Telecom, a nationwide provider of telephone answering, call center and unified communication services. Dubay is a results-oriented, international management professional with extensive experience in client services, account management and BPO outsource organizations worldwide.

He has now been appointed as Director of Operations for Sound Telecom and he brings to the company more than 20 years of experience in the area of his expertise.

Dubay is known for his consistent management and ability to deliver client-specific operational metrics that are expected to add value to both Sound Telecom and its diverse client base.

“We are very excited to have John Dubay join our operations team in Spokane, Washington,” said Brian Gabriel, Sound Telecom’s COO. “Dubay has years of experience and a proven track record of developing process improvement to deliver world-class customer service.”

In his new role, Dubay will be responsible for management of the day-to-day operations of Sound Telecom’s multiple service delivery centers.

“We are thrilled to have John on board with us,” said president and founder of Sound Telecom Michael LaBaw. “John’s management style and extensive international call center experience will help us reach our aggressive 5 and 10-year growth plans.”

Sound Telecom was in news earlier this year when it used call monitoring metrics to honor super agent. Each month, the company honors a call center employee who has the highest quality score and implemented the award several years ago in an effort to improve agent quality scores.

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