By implementing IT Service Management in your IT organisation you support the IT objectives of delivering those services that are required by the business.


You can’t do this without aligning your strategy with the business strategy. You can’t deliver effective IT services without knowing about the demands, needs and wishes of your customer.


This is why IT Service Management supports IT organisation in the business alignment of their IT activities and service delivery.


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Size of the Industry:

There are 69,500 call centers in the US, growing to approximately 78,000 in 2003.
Dr. Jon Anton, Benchmarking Study, 1998.

There are approximately 7,000,000 agents now working in 70,000 call centers in the US, with an annual growth rate of up to 20% in agent positions.
Davox, citing F.A.C./Equities, 1998.

Average agent compensation is now at $32,000 per year. The average cost to hire a new TSR is $6,500. The average cost for recruiting and training a call center representative is between $5,000 and $18,000.
Dr. Jon Anton, Benchmarking Study, 1998.
Datamonitor, 5/99

Frequently asked questions about the industry

 What is a Call Center?
A Call Center is the area of every company where customer and prospect:

  1. Telephone calls
  2. Web site requests
  3. Email messages

are received and/or answered.

2. What goes on in a Call Center environment?
Positions in a call center division range from jobs where a person can come to work and quietly do their job answering or processing customer requests … all the way to … positions where a person can interface with almost every division of the company. The Call Center Staff, in order to handle all questions posed to a company, needs to understand the purpose of every area of the company. This makes the Call Center area unique.

There is NO BETTER experience for a recent college graduate or someone looking for anew career than to work in a call center environment.

3. What skills can be acquired working in a call center environment?
The most beneficial skill people learn in a Call Center is the “how to work with people.” There are very few positions in business where a person gets the opportunity to interact with ALL levels of management. This includes watching first-hand how decisions are made, who makes them, what information is used to make the decision, etc.
The reason Call Center personnel are exposed to all types of situations is because it is the one place people know they can call to interact with any company. Therefore, most situations a company encounters are first discovered at the Call Center level.
Even as an entry level employee a person will be able to view problems as they arise, watch how they are analyzed for potential solutions and finally help implement or manage the solution in future telephone calls, emails or web site requests.
It is difficult to even think of other positions that would expose a person to this level ofsituational experience in the workplace.
4. Additional benefits of working in a call center:
     Internet and E-Commerce Experience.
     Management Experience.
     Training Programs for Customer Service and Communication Skills.
     Computer Skills Training.
5. What does this mean to you?
     Competitive Starting Salaries
     More opportunities for advancement if an organization
     The chance to learn more … faster!
     There are (and will continue to be) jobs available everywhere in the world.
WHY? …
Having never heard of the Call Center industry fifteen years ago, an individual told me there was incredible opportunity in this business. After thinking about WHY they were telling me this… when they had nothing to gain… it was clear, there must be opportunity in the call center business!


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The Help Desk Application Solution
A Help Desk Application provides the foundation for an integrated, end-to-end approach to IT Service Management. Based on best practice methodologies, Help Desk Applications automate support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records.

Help Desk Applications can also indicate which business services are impacted by a given incident or problem, letting you determine priorities based on business context. With this high level of automation and control, Help Desk Applications provide comprehensive support services that boost your staff’s productivity and effectiveness to drive operational improvements across the organization.


Ready to buy? Order the Help Desk Toolkit today 


Helpdesk Application Malaysia


The complexities of computing are growing. As corporations and institutions rely more on client/server networks, they demand more sophisticated support. Today’s information-intensive corporations require a partner to provide integrated support solutions throughout their organization. If you as an organizations looking for helpdesk support then Helpdesk Application Malaysia is just for you.  Helpdesk Application Malaysia services can provide this support. Helpdesk Application Malaysia can offer customer-focused services to meet a variety of computing needs.  Services range from multi-vendor product offering, maintenance, relocation, outsourcing, network design, installation and performance monitoring, plus a variety of consulting services.


When it comes to Helpdesk Application Malaysia services, there are many good companies Like JOS. JOS Services is a division of JOS Systems (Malaysia) Sdn Bhd, a leading enterprise systems provider of IT products, services & infrastructure along with other Helpdesk Application Malaysia. The Company provides customized integrated solutions by combining a comprehensive range of value-added services, with particular expertise in providing enterprise solutions.  With its headquarters in Petaling Jaya, JOS Services mobilizes a nationwide network stretching over 20 cities from Peninsular to East Malaysia in order to give the highest degree of support and service in Helpdesk Application Malaysia. 


JOS Services has one of the largest technical workforce and operations in the country.  To their customers, this simply means you can enjoy greater economies of scale, and a convenient one-stop solution for the servicing of your voice, data and imaging systems while dealing with Helpdesk Application Malaysia.


Outsourcing Helpdesk Application Malaysia services: JOS Services engineering team are well-trained and certified with multiple IT industry qualifications, which include MCSE, MCP and CCNA.  JOS Helpdesk Application Malaysia services outsource technical expertise to meet your requirements, be it scheduler, short term or long term. You can engage them whenever you need them to perform activities traditionally handled by internal staff, hence saving costs of hiring and maintaining in-house technical resources. What this means is that you can now concentrate your resources on your core business.


Helpdesk Application Malaysia Services: JOS Helpdesk Application Malaysia Services with its tested processes and procedures are proficient in offering helpdesk services. The Despatch-1 Helpdesk Application Malaysia System together with JOS Services’ well-trained Customer Support. Representatives offer you on-site and off-site helpdesk services to track your IT problems efficiently and resolve it quickly.  


And what more, JOS Helpdesk Application Malaysia services team of dedicated engineers and helpdesk managers are at your service 24 hours a day and 7 days a week. With their round the clock technical support, you will have peace of mind and need not worry about a systems and network failure after regular office hours. 

Ready to buy? Order the Help Desk Toolkit today


Help desk definition:  

In business, a help desk is a place that a consumer can call to get help with a problem. Help desks can range from one person answering a phone in smaller companies to, in larger companies, a group of topic experts using software to help track and analyze the problem.  Help desk software is most commonly used in a call center.

The newest help desk software is internet based, and can help improve call center productivity drastically.


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