Welcome to Kenmare

Feature Stories (Vol. 109 No. 34--8/22/2007)

MTI has lots of work but needs employees
Jobs have changed to more inbound
customer service

This article is the first in a series about employment
opportunities and needs in Kenmare.

By Caroline Downs

One of the best-kept secrets about job opportunities in Kenmare could be MTI.

"The general public doesn’t know just what kind of company we are," said Wanda Emerson, Public Relations Coordinator for MTI. "We’re a conversational soft-sell company. Our marketing reps know the company they’re calling for and know the clients."

She and Raquel Nachatilo, Director of Human Resources, recognize that a stereotype still persists of telemarketers as obnoxious salesmen using the telephone to barge into the family supper hour. However, MTI representatives operate under different principles.

"We call for large telecommunications companies nationwide," Nachatilo said. "We contact their customers. And, we’ve branched out into internet and dish network sales."

In fact, the company recently changed its name from Midwest TeleMark, International, to Midwest TeleServices, International to reflect its goals. "We’ve become a more full-service provider for our clients," said Nachatilo. "We’re also processing orders (from sales) right into their systems."

The change has led to growth at MTI, with the Kenmare site as one of the prime locations to receive more work. "This is a nice, new opportunity for those people interested in a different realm," said Nachatilo. "We have the work. We just need the people."

Judy Gesvalli of Kenmare has nine years’ experience with MTI and has served as the Kenmare site manager for the past year. "I have 32 cubes up front," she said, "and I’m working 27 of them."

She led the way to a second room that stood ready with computers at 22 more stations she would like to see filled. "We need more reps," she said. "I’d encourage people to come in and see what we do."

Kathy Cook, now Vice President of Operations for MTI, started in the Kenmare call center and would like to expand that site for inbound order entry work. "These are for orders on sales that we make or if a person adds a service," she said. "Our client has vendors out selling phone services, so the calls coming to MTI are inbound." After verifying the sale, the MTI agent processes the transaction.

According to Cook, MTI handles 200 to 300 calls per day from one such client. A second, similar client began using MTI for the same approach in early August.

In addition to the outbound calls and the inbound order entry, MTI has a client who created an online marketplace of utility and home services. Customers choose the providers they want, with those calls coming to MTI as order entries. Cook said 75 to 100 of those calls are now received daily and are expected to increase, along with orders from yet another client whose website allows customers to upgrade their internet broadband or DSL connections.

"We’re looking at a thousand orders a day," Cook said, "and we have another client looking at the same opportunities. The order entry [work] could very easily double."

"People perceive inbound as customer service," Nachatilo explained. "We train them to have a customer service feel."

She said the company’s clients have been pleased with results shown by MTI. "They like the work ethic we can offer to them," she said. "And we don’t get a lot of people who get tired of the approach that we bring."

Company started in 1990
MTI’s founder, the late Steve Hett, and his business partner Marv Thom launched the company in 1990 with the philosophy that this type of business would provide good employment for workers in small, rural communities. According to Emerson, that goal continues today under CEO Kathy Hett with jobs open for everyone from students age 16 to senior citizens.

"We’re constantly hiring because we’re growing," she said. "Our clients are pleased with what we do, so we get more work all the time. And we’ve got so much work again."

She described the company as "family friendly," with full-time status at 34 hours per week and the flexibility for adults to arrange their schedules to attend their children’s activities. Part-time employees work at least 20 hours per week and high school students at 15 hours per week with the option to take off time during a school sports season and then return at the same pay. College students are also welcomed back to MTI at their former pay scale during vacations from classes.

Agents generally work from 11 am to 7 pm of the time zone they are calling into that day, although other hours can be available. Like most of the calling centers, the Kenmare site has Saturday hours, but the company offers a program that frees up Saturdays for agents if they work 35 hours or more Monday through Friday.

Wages begin at $8 per hour, beginning with the training sessions. The pay increases to $8.50/hour after an agent works 80 hours, and $9.00/hour after 160 hours and a review and certification of their skills.

MTI employees can boost their paychecks in other ways. Agents earn hourly wage increases for meeting performance goals or working Saturdays or after 5 pm on weekdays. Recruitment bonuses are available to employees who encourage friends or relatives to apply at MTI, with both parties receiving the bonus after the new employee has worked for six months.

In terms of benefits, MTI provides health insurance plans for full-time employees, a 401k plan, AFLAC plans, paid time off, and paid holidays which include eight hours for the employee’s birthday.

Emerson and Nachatilo described positions at MTI as accommodating for a variety of workers. "It’s a nice fit for folks who may have been injured on the job or may be disabled," Nachatilo said.

"Also, for older workers and senior citizens looking to supplement their Social Security," said Emerson.

Nachatilo listed students, mothers and senior workers among the employee mix. "It’s a nice, diverse group," she said.

MTI employs more than 500 people, with 23 presently at work in Kenmare. "And I’m training a new one tomorrow," Gesvalli said on Monday. "The college kids have gone back to school now. We really miss them."

She agreed with Emerson and Nachatilo about the positive working conditions at MTI, using herself as an example. "I never dreamt I’d be a site manager," she said, explaining that Cook initially hired her. " They’ve given me all the tools I need to do my job. They helped me succeed and made me feel pretty good about what I do. Two years turned into five, and then nine. The opportunity here has been amazing to me."

The company promotes a supportive work environment for all its employees. "Our sales representatives get extensive training," said Nachatilo. She listed the team leaders, trainers and call center managers present at each site. People in those positions are familiar with the products, services and needs of each client, and they educate the agents to be just as knowledgeable. They also school the agents in customer service.

Many other call centers
In addition to Kenmare, MTI staffs calling centers in Beulah, Bottineau, Fessenden, Langdon, Stanley and Mohall, which also houses the company headquarters. A center at Grafton features Spanish-speaking employees, while Rugby’s site has grown to include the company’s only inbound call center operating on Sundays. A site in Devils Lake opened last November as the newest calling center. The company also maintains sites in Manitoba, Canada, at Brandon and Boissevain.

In 2006, payroll from all the North Dakota sites topped $7 million, with Kenmare’s payroll amounting to nearly $420,000. "We’re a small town with big business," said Emerson.

The "big business" has not lost its personal touch, however. "We’re kind of like a family," Gesvalli said. "We all care about each other. We do our jobs and do the best we can, and try to keep it lighthearted and fun."

"This company came from people who felt strongly about providing jobs in small communities," said Nachatilo. "We all do our work every day in honor of Steve [Hett]."

Emerson and Gesvalli both encouraged anyone interested in MTI to consider a job at the Kenmare call center. "If they’ve got questions about it, talk to one of the employees about it or stop in and talk to Judy," said Emerson.

Persons can find out more about MTI on the company’s website at www.mtind.com. Career opportunities are listed there, as well as on the North Dakota Job Service website at onestop.jobsnd.com.