Until 2002 Customer Service was not offered as a standard curriculum in Hungary, despite the fact that fourty five thousand staff were receiving and interacting with customers in banks, shops of telecommunication companies, customer service offices of public institutions. Call Centers operated as internal organizational units, telephone customer service, with more than ten thousand „operators.” Most people joined this profession „by accident” those who found it challenging remained and built careers, becoming managers or experts.
Even at that time is was quite evident that the profession was standing just before an explosion due to the evolution of company strategies. The new challenges were going to represent not only technological innovations, and quantitative growth, but also complex human resources development. There are daily needs for employees with the professional skills, who can be rapidly integrated into the companies in a cost effective manner, not just as agents, but also as managers and leaders.
In 2001 an article was published in the Humán Fókusz journal, „Motivation in a call center” which explored the necessity of cooperation among companies to create an accredited customer service education program, from the OKJ intermediate level to university degree. The next logical step was the development and implementation of „Together for a qualitative customer relationship” concept, which was championed by „HUMAN RESOURCE” Training Support Public Foundation created on 4. July 2002 by four partners; Magyar Telekom alias T-Mobile, OTP Bank, Telenor alias Pannon, Transcom alias Marketlink.
After 10 exciting years, with the active support of several hundred experts, and companies the Foundation under the presidency of Éva Mária Tóth has accomplished its objective and based on the decision of the founders it closed its activities on 31. December 2012.
A Partnering Central Europe Ltd. under the leadership of Éva Mária Tóth, as an intellectual successor is committed to preserving, and further developing the values created by HEA. It undertakes to,
- propagate and develop the practice oriented quality training programs;
- coordinate, facilitate the cooperation between the educational institutions and employers;
- support the professional integration of disadvantaged groups on the labor market (e.g. career beginners, the disabled, the blind, women, the unemployed);
- carry out research, model projects, develop customer service and call center professions through bench marking,
- organize professional platforms, reorganize the call center club, partnering customer relationship conference, and develop the call center exhibition to an international event.