The Company History | TELAG

TELAG started in 1959 as the first provider of a telephone service in Europe. The first 20 years were characterized by making telephone outsourcing known. In 1979, a paging network was established for Switzerland. In 1985, the call center was computerized. As one of the first companies in Europe, TELAG worked with an ACD telephone system and integrated CTI technology.

Continuous expansion of services

From 1987, the range of services was expanded with inbound customer care, database management, as well as lettershop and fulfillment. Parallel to the introduction of value-added service telephone numbers, TELAG launched IVR services in 1991 in the entertainment sector and for promotions and advertising campaigns. Various participations and acquisitions of existing telemarketing companies closed the service gap from 1996 onwards. With the founding of the first training institute for call center agents, TELAG also became involved in training in 1999.

Customer communication on all channels

TELAG is increasingly positioning itself strategically as a customer contact center. In the course of many companies' consistent focus on customer relationship, TELAG handles customer contacts for its clients – regardless of which communication channels they take place on.

Quality

As the first call center in Switzerland, consistent quality management was implemented with certification in 1998.

Employee training

TELAG currently employs 200 staff at the Zurich location. To meet our quality standards, we place great value on the training and further education of our employees. We deploy specialized teams that bring comprehensive expertise in product groups, for example in the technical area.

New competencies

TELAG continuously expands its position in the market for demanding technical support services. In the healthcare sector, TELAG offers services in 29 languages in 25 countries.

New impulses: Capita plc

In 2005, TELAG was taken over by thebeecompany (later avocis group). In 2015, all companies of the avocis group, including TELAG, were acquired by the English Capita plc. Capita, based in London, is one of the largest European outsourcing companies in the areas of customer management, business process outsourcing, software, and consulting.

GAV for contact center employees

With the founding of the employers' association contactswiss and the introduction of the new GAV for contact and call center employees, TELAG is committed to enhancing work in the contact center and creating new appreciation for the industry.