Mr. Martin Toha is a brilliant marketing guru with a wide range of services and products. Meanwhile, he continues to keep costs low for his customers, and employs many in the United States. How does he maintain an ethical business model, while still giving his customers the best quality of service for their money?

It is all in the project management. He is able to develop software with a team of 10 developers, but also offers great customer service. The customer service end of the business was not originally so great. Many different customer service call centers were used, but in the end, Mr. Toha found that through the use of his own call center software and customer service contractors throughout the United States, he was able to keep his customer service representatives busy and reduce the number of dissatisfied customers.

It all started when Martin Toha bought a telephony switch and leased it to a friend. After it was used for a time, he was able to experiment using different software services to improve the VOIP service for many clients. The technical aspect of this business was the easy part. He contracted with 10 different developers and began working with them to build both the software and the hardware to offer VOIP home telephone service. After another competitor, RocketSun went out of business, VOIP.com was fielding over 3000 calls per day, with potential customers wishing to switch to VOIP.com.

There were, of course, some bad apples in the bunch. He had caught some of his customer service agents performing unscrupulous acts with the information they were privy to. After a revitalization of the business, Mr. Toha was able to find the least effective customer service agents and hire better ones throughout the United States. He was able to find out what was going on, and monitoring the support calls. He did this with his own call center software that calculated call-back ratios, see who was and who wasn’t picking up the phone when calls came in, and see who was able to deliver the best support.

Certainly, not only is Martin Toha a brilliant marketing personality, but he also is great with the technical end of the emerging field of Voice over IP technology. It is pioneers in the industry such as Mr. Toha that create a great interface of customer care and cutting edge technology to deliver great services to his customers.