The most important thing for ept is the highest quality service providing for our consigners and the customers of our consigners. To reach this goal we form the order and the process of the call management in tight co-operation with the consigner. This principle is applied to each phase of the customer contacting process from the greeting to the back office activity. 
If it is needed we develop the processes connected to customer handling in accordance with the expectances of our consigner, which are presented to all our colleagues taking part in the service.
Standardised service providing made necessary the implementation of our complex customer relationship system (CRM - Customer Relationship Management), which assists our marketing and customer service activity. With CRM system we can arrange all the information about the customers, products, orders and calls in one program and we can create a common database for everybody's usage.
If our consigner requires we import their transaction, registration, customer service or other systems and use them in our own environment. We ensure the IT background of the softwares to be installed and the VoIP connection to the remote systems.
If a problem cannot be solved during the call, we transfer it to our consigner immediately after the conversation or later.

We prepare a daily, weekly or monthly summarising statistics in the format agreed in advance as our consigner requires. In the report we may include the service level, total talk time (TTT), average talk time (ATT), average speed of answer (ASA), number of lost calls, number of calls after working time, number of calls to the answering machine, ect.