Call
Center Industry – Past and Present
The rapid growth of call centers during
the 80's and the early 90's highlighted
the need for a central source of gathering
and dispensing independent information and
advice for this particular industry. In
1991 in Glasgow It was decided that a formal
body initially for the UK should be established
to represent the needs of its members. The
framework was to work as a guide to support
and develop internal processes to ensure
improved performance and increased customer
satisfaction. The principle of the standard
framework was, " Happy and fulfilled
staff dealing with satisfied and content
customers". The
industry is now in a consolidation phase
and with the change in needs organizations
require advice about realizing their investment
in their Customer contact centers in terms
of enhanced customer service and satisfaction.
ILS'
Role
Having the resources and experience of
such a large IT company as East tech,
in addition to its own, puts ILS is in
a unique position to assist today's call
center market in its quest for improved
service. ILS provides valued services
both at the individual and organizational
level, encouraging the promotion of best
practice and professional standards.
Our
approach for solving today's call center
puzzle is to offer a broad range of call
processing solutions in the form of plug-n-play
modules that can be integrated in any
capacity and size according to the specific
requirements of our prestigious clients.
|
