In the past years, telecom providers have developed to all-in-one providers (fixed and mobile telephony, internet and television). This means specifically that within the contact centre more knowledge and empathy are required. Within the telecom sector Call-IT has several customers with which the tasks vary from outbound Sales, inbound Sales and welcome calls to retention. Because the Benelux character, Call-IT is capable of dealing with the customer contacts for one of the leading telecom companies from both the Dutch as well as the Belgian call centres. Apart from that, Call-IT posts its call centre employees in-house with a large telecom provider.