Founded in 1988, Entretel is a recognized contact center consulting and telephone training firm, providing a wide range of performance management services including: structure and process assessment; hiring assistance; telephone performance audits; training program development; design of performance sustaining activities, and call center software for e-learning. Entretel focuses on the human element in contact centers, which we believe is an essential and too often overlooked element in the achievement of quality results. The Entretel approach is holistic, involving all elements related to and affecting performance, including systemic, behavioural and procedural issues.