History (New Inside Sales Website Under Construction)

Beginning as a small answering service in 1988, Protocall Communications expanded in 1998 to a multi-channel telemarketing operation focused exclusively on outbound business-to-business sales.  Over the past five years, the company again transformed itself to take advantage of new opportunities in the sale of deregulated energy.

1998

Protocall announces the opening of a new automated call center in Laurel, Maryland.

Protocall wins the industry’s equivalent of the Triple Crown — the MVP Quality Award, Customer Interaction Solutions magazine; the TELO, American Telesales Association; and the Award for Contact Center Excellence (ACCE), Teleprofessional magazine. Protocall is the only company to win all three awards in the same year.

Protocall holds an open house at the new call center. Guests include aides to the governor and a U.S. Senator, the mayor of Laurel, Maryland and a state Senator. Other dignitaries, including Representative Steny Hoyer, visit during the next year.

Specializing exclusively in outbound telecommunications sales, Protocall grows by more than 550 percent during 1998.

1999

Protocall wins its second consecutive MVP Quality Award.

Patuxent Publishing Company publishes, “Line of Work,” described as “a day in the life of a telesales company.” The article is based on a reporter’s month-long access to the Laurel call center.

Protocall wins the Maryland Blue Chip Enterprise Initiative (BCEI) co-sponsored by MassMutual and the U.S. Chamber of Commerce.

Protocall celebrates the first anniversary of the Laurel call center with the addition of 100 new employees.

Protocall continues to attract new accounts, including MCI Wireless, Sprint Business, Lucent Technologies, Dow Jones, Cogent, Comcast, AT&T, SAVVIS, Insight and National Geographic.

Protocall wins a contract to market Verizon Communication’s local and long distance telephone service to businesses.

2000

Protocall wins its third consecutive MVP Quality Award.

Protocall Communications awarded a contract with GTE of Irving, Texas to market an array of telecommunications services.

Protocall announces that Deborah Liebel has joined the company as a cooperator to direct call center operations.

Protocall is a finalist for Award for Contact Center Excellence (ACCE) from Teleprofessional magazine.

 

2001

Protocall wins its fourth consecutive MVP Quality Award.

Ellen Kleinknecht named a finalist for the 2001 Maryland Ernst & Young Entrepreneur Of The Year® (EOY) award.

Protocall wins the 2001 CTAM (Cable & Telecommunications Association for Marketing) Broadband and Cable Modem Marketing Case Study Competition.

Protocall receives a grant from the Maryland Department of Business and Economic Development to train the company’s employees and to conduct a company-wide symposium on quality customer contacts.

2002

Protocall wins its fifth consecutive MVP Quality Award.

Protocall is listed among the Top 50 U.S. Outbound Contact Centers by Customer Interaction Solutions magazine.

Protocall becomes a business unit of Call Solutions, Inc. (later NOVO 1) of Waukesha, Wisconsin – the former owners, Ellen Kleinknecht, Deborah Liebel and Scott Kleinknecht, continue to lead operations.

Ellen and Scott Kleinknecht are finalists for the 2002 Maryland Ernst & Young Entrepreneur Of The Year® (EOY) award.

Protocall ranks among the Washington Business Journal’s 2002 Fast Track 50, the fastest growing public and private companies in Greater Washington.

Protocall begins selling electricity and gas for energy clients.

2003

Protocall wins its sixth consecutive MVP Quality Award.

Protocall is fifth on Inc. magazine’s Inner City 100, a national list of companies that are creating job opportunities for inner-city residents.

Anticipating the arrival of Wireless Line Number Portability (portability), Protocall announces it is gearing up operations to help wireless providers retain customers in the face of increased competition.

2004

Protocall wins its seventh consecutive MVP Quality Award.

Protocall wins the 2004 CTAM (Cable & Telecommunications Association for Marketing) Broadband and Cable Modem Marketing Case Study Competition.

2005

Protocall wins its eighth consecutive MVP Quality Award.

Protocall wins CRM Excellence Award from Customer Interaction Solutions magazine for Orbital Customer Acquisition Application.

Verizon names Protocall Top Vendor with the presentation of the “2005 John Dolan Memorial Diamond Award” for marketing quality and productivity

2006

Protocall wins its ninth consecutive MVP Quality Award.

Verizon names Protocall Top Vendor in the U.S. for small business telephone and broadband sales.

2007

Protocall wins its tenth consecutive MVP Quality Award.

Protocall opens a second call center in the Old Town section of Laurel, Maryland at 204 Main Street.

Protocall wins the AT&T Circle of Excellence award, placing it among the top performers in the Solution Provider program that serves small and medium-sized business customers.

2008

Protocall wins its eleventh consecutive MVP Quality Award.

2009

Protocall wins its twelfth consecutive MVP Quality Award.

2010

Protocall wins its thirteenth consecutive MVP Quality Award for an outbound telemarketing program to sell deregulated energy to households for Constellation.

2011

Protocall Communications partners with Constellation to sell deregulated energy to households door-to-door in the Washington Metropolitan Region.  The company refocuses its business strategy to outside energy sales, which now includes a business-to-business division.  The company uses telemarketing to complement outside sales and renewals.

2012

Protocall Communications expands into multiple territories to sell deregulated energy for Constellation.

2013

Protocall Communications is now selling deregulated energy for Constellation in 11 states.