Interview with ATSI President Beth Cooper

By Peter DeHaan

In June, Beth Cooper became the new president of ATSI.  In this engaging interview with TAS Trader publisher Peter DeHaan, here is what Beth has to share about her new role and the future of the TAS industry.

Peter: Beth, congratulations on becoming ATSI’s new president.  What are some of your plans for this year?

Beth: Thank you, Peter.  It certainly has been interesting so far.  My plans?  To continue to lead ATSI down a fiscally responsible path.  Because of the ongoing economic challenges we are all facing, the ATSI board is taking a hard look at the products and services we offer to our members.  We will be doing fewer things than we have in past years, but our focus will be on services and projects that impact the greatest number of our members, and we will be doing these things better.  To use just one word: Focused. 

Peter: What are some of the opportunities that you see for the TAS industry for the next year?

Beth: One is harnessing social media.  People are communicating in more ways than ever before.  We need to position ourselves to help with communication overload.  Another is rapidly changing technological advances, which is becoming more affordable.

Peter: The opposite of opportunities is threats.  What are some of the threats you see looming?

Beth: I worry about the smaller companies, the “mom-and-pop” shops that exist in isolation.  They do not recognize the power of networking with industry peers.  We must be aware of business trends, not just in our corner of the country but across the nation and around the world. 

Peter: For the 2011 convention, an events company was involved.  How did that work out?  Are there any changes expected for next year’s convention?

Beth: It was a stroke of genius.  ATSI members know the telephone answering service business; Designing Events knows how to put on a show.  The feedback on the changes was very positive, and we want to continue to build on that success.  For our upcoming conference in Orlando June 12-15, 2012, I have asked the Designing Events team to bring innovative ideas to our planning meeting this month.  So stay tuned…

Peter: What other changes have occurred recently at ATSI that you would like to share with readers?

Beth: I am trying to resist change for change’s sake.

Peter: The TAS industry has seen many mergers in recent years.  With the number of TASs decreasing, how do you foresee the future of the industry?

Beth: While the number of TASs is certainly decreasing, I wouldn’t say that the number of customers served by our industry is decreasing.  I believe that the demand for quality agents who are able to do more than take a simple message continues to grow.  Mergers allow companies to take advantage of economies-of-scale, and these companies will have the financial resources available to invest in the ever-changing technological infrastructure that will be necessary for continued success. 

Peter: Thank you for your time.  Is there anything else you would like to share with us?

Beth: I can’t give away all my secrets just yet!

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