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GOOD PRACTICE GUIDELINES FOR THE ESTABLISHMENT OF CONTACT CENTRES
ACKNOWLEDGEMENT
In October 2001 the Scottish Executive held a seminar in Dundee on call/contact centres in the Scottish public sector. The seminar identified that public sector service providers would appreciate guidance on setting up contact centres and this document, which has been prepared in partnership with the Call Centre Association (CCA), is the result. We would like to thank the following people for their support and assistance:
David Bell, Scottish Executive
Gerry Hendricks, Scottish Executive
Julie Kane, Scottish Executive
Colin Mackay, CCA
Úna McLoughlin, CM Insight
Paul Carroll, Dundee City Council
Iain Chisholm, North Ayrshire Council
Linda Clark, East Renfrewshire Council
Rob Dunphy, Performance House Ltd
Karen Hall, East Renfrewshire Council
Pat Harding, Stirling Council
Donald McVicar, Argyll and Bute Council
Gillian Montgomery, Indigo Lighthouse
Ann Marie Muirhead, Glasgow City Council
Derek Shankley, North Lanarkshire Council
Ron Tinley, Dundee City Council
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