Richard L. Bencin is President of Richard L. Bencin & Associates in Cleveland, Ohio.  He was the founder of the very first call center management recruiting company in the world in 1981.

In addition to recruiting, Mr. Bencin has been a call center/direct marketing consultant and industry author/writer.  His consulting work included contact center start-ups, operations reviews and strategic analyses.

Prior to founding Richard L. Bencin & Associates he was Senior Vice President of Cresheim Management Consultants, one of America’s 100 largest consulting companies.  He is a former National Call Center Manager for the Xerox Corporation and a Call Center Manager for AT&T.

Now exclusively in call center/direct marketing management recruiting.

His major recruiting clients include Merck, Apple Computer, BP America, General Electric, American Express, Bank of America, Home Depot, General Motors, Marriott, Philip Morris, American Greetings, Pepsi Cola and hundreds of others.

He’s the author of the Encyclopedia of Telemarketing (Simon & Schuster), The Marketing Revolution and Strategic Telemarketing.

Mr. Bencin has assisted authoring many other books including How to Create Successful Catalogs, Telemarketing:  The Corporate Caller Program, Telemarketing Startups Information Kit (Direct Marketing Association), Industrial Marketing Management:  Cases and Readings, the Catalog Management Handbook (Catalog Age) and the Electronic Marketing Manual.

Writer for over 100 magazines and newspapers around the world specializing in telesales, call centers, contact centers, customer service, new business development and human resources.  Over 20 million readers end-to-end.

He has been the featured contact center columnist for Direct Marketing magazine and has served as a contributing editor with Marketing Communications.  His contributions have appeared in such magazines as Call Center Magazine, Contact Professional, Connections Magazine, Business Marketing, Marketing News (American Marketing Association), Marketing Times (Sales Executives’ International), Advanced Management Journal (American Management Association), DM News, Direct Marketing, Teleprofessional, International Management (McGraw Hill), Catalog Age, Sales and Marketing Management and many others.

Considered an expert contact center witness for major legal trials.  He has been an expert witness on behalf of Ameritech, Konica Corporation and others.

Mr. Bencin has been a finalist for the prestigious American Teleservices Association’s Telo Award and was selected as Ohio’s Outstanding Citizen by the Ohio House of Representatives signed by the Speaker of the House.  Also was recognized by the Simon & Schuster Publishing Company as one of the World’s Experts in call centers.

He holds a BBA in Business Administration from Case/Western Reserve University, Cleveland, Ohio.

David Maggiore is the Executive Vice President of Richard L. Bencin & Associates.

He joined the firm in 1998 as Executive Vice President and has partnered with Mr. Bencin in expanding the executive recruiting business.  In addition to corporate management and administration, his focus is in senior level recruiting and business development. 

David began his career in the finance area with the Van Dorn Company, a Cleveland-based Fortune 500 manufacturer.  He was eventually named Treasurer and the youngest corporate officer in the company's history.  He was also instrumental in leading the corporate strategic planning process and investor relations activities. Prior to joining Richard Bencin & Associates, David co-owned and operated a regional manufacturer/retailer of consumer food products that included managing a 24x7 customer service department and field service department.

Some of his call center clients have included NCO Financial Systems, Corporation Service Company, Priceline.com, Walgreens, Convergys, Upromise, SAC Capital Advisors, Alliance Funding Group, ICICI, Cross Country, Lester, Inc., PeopleSupport, TeleSpectrum, Tempur-Pedic, and SAP.

David has co-authored numerous articles in many of today's leading call center magazines including Contact Professional and Call Center.

He received an MBA degree from The Ohio State University and a BS degree in Business Administration from The University of Akron. 

Becky Hoover is the Executive Recruiting Manager at Richard L. Bencin & Associates.

She joined the firm in 2002 as the Executive Recruiting Manager and has been responsible for recruiting, research and business development.

Ms. Hoover began her call center management recruiting career in 2000. Since then she's sourced and interviewed management and executive-level candidates, managed research activities and handled business development.

Clients handled include General Electric, Capital One, Telespectrum, ACS, Teletech and many others.

Prior she was an Executive Sales Assistant at Little Tikes and the M.A. Hanna Company. Ms. Hoover prepared proposals and presentations, event planning, coordinated sales communications and handled other administrative duties. She also managed software applications to facilitate accurate sales reporting.

Ms. Hoover attended Kent State University.