Abtran is a leading Irish firm specialising in business process outsourcing services. Headquartered in Cork, the company employs over 450 people. In the Customer Contact Management area, Abtran provides clients with fully outsourced contact centre operations, co-sourced operations and interim and long term operational support in the establishment, maintenance and ongoing improvement of contact centre operations. In this field, specialist customer contact centre functions include recruitment, human resources, training, resource planning, quality management, business process improvement and a dedicated research and development team. These services are available to clients at the appropriate levels and times during the development of a Customer Contact Centre. This on-call expertise allows clients to develop cost efficient, high quality customer contact operations to the highest standards, regardless of the customer contact strategy model and scale. Abtran's research & development programme is focused specifically on the area of maximising brand value for clients through the quality of customer contact that is achieved. This includes the development of processes, systems and evaluation methods that allow for the full measurement of the various actions and results achieved from a customer's first contact with the centre. This leads to significant cost savings for clients through an increased resolution of customer requirements from the first contact received.