Customer relationship management and contact management have become important components in any modern business strategies. As the shift towards greater CRM activities gains momentum, the importance of a strong customer contact centre becomes increasingly apparent. For any corporate body that needs to service customers, it is no longer a case of “good-to-have”, but is rather a “must-have”. As this trend continues to grow, an increasing number of companies have realised the immense cost-savings that can be reaped by utilising a professional and reliable partner to handle their customer contact support services.