ICL has announced a strategy to implement seamless multilingual, multivendor, 24x7 support for customers on a pan-European basis.
Dubbed the Virtual Call Centre architecture, it will use a virtual private network covering eight call centre helpdesks around Europe, routing incoming calls transparently through to agents with appropriate skills in the relevant language - all for the cost of a local call.
The first phase will comprise nodes in Scandinavia, the UK and the Netherlands.
Underpinning the geographic infrastructure is an ongoing investment in IT skills and service management systems, including knowledge bases, advanced diagnostic tools, remote systems management and Internet-delivered service facilities.
At the price of a local call, ICL expects that customers will benefit from being connected to a far larger, more diverse pool of technical staff across the call centre network. The company hopes to expand the system to a global, 24 hours a day, seven days a week service.
Lucie Maillet, call centre strategy manager for ICL's System Service division, said: "Our customers' businesses are becoming increasingly global in their outlook and operational needs. ICL's ability to deliver service worldwide, through our relationships with strategic partners, will exploit this trend by delivering consistent and seamless service on an international scale."
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