Who we are
Since the mid-1980s, Donna West and Barbara Ireland have been writing newsletters contributing educational products and services to the Telephone Answering Service Industry.
Donna West founded Focus Telecommunications in 1987 and soon became involved in industry education. She was a primary author of the Agent Excellence video series and the ATSI – HIPAA training program which are still in use today. She has been producing agent and supervisor training for over 25 years.
Donna has received the ATSI Sharing Award, The ATSI President’s award, The NAEO Member of the Year award, The Don Berry Award, the ASTAA Mentor Award, and the ATSI Lifetime Achievement Award. She deeply believes that by investing in our employee’s education we will raise the competency, reputation and success of our industry.
Barbara Ireland began her answering service career at the age of 16, working on cord boards. She had been an agent, team lead, supervisor, customer care representative, sales assistant, programmer, custom report writer, trainer, quality assurance officer, and Director of Operations. In every position she has been a teacher.
Barbara came to Focus in 2000, and has been a partner in Business Calls, Inc. for over a decade as the company has produced presentations, conferences and workshops geared to Supervisors. Her dedication to the industry and to supervisors specifically has been exceptional.
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