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In 1997, the Call Centre Industry was experiencing significant growth in
the Province of Alberta. Several call centres and suppliers to the
call centre industry identified to Economic Development in Calgary and
Edmonton that there was a need to have a formal organization to support the
diversified interests in the call centre industry within the Province.
Prior to this time, there had existed for a number of years and
organization called "Team Alberta" consisting of TELUS and the Edmonton and
Calgary Economic Development Boards, which had been formed for the purpose
of attracting call centres and their subsequent business to the province.
The Alberta Call Centre Association was conceived in 1997 at the
instigation of Gordon McIvor and Keith Scott of the Calgary and Edmonton
Economic Development Boards, with the support of Wendy Lomas of Alberta
Economic Development. Also participating in the original formulation
meetings were Murray Shaw and Judy Murray or Greyhound Lines of Canada,
Brian King of Scotiabank, Barb Wychopen of the then Northwestern Utilities,
Kathie Kinisky of Epcor and Darlene Berscht of AT&T Canada.
During 1997, the formulation of board structure, purpose, membership,
funding sources, and going forward strategies were determined. The key
strategies were: that the Association was to be Provincial, would have
representation form both the major cities (Edmonton and Calgary) in the
Province, that the management from the call centres and vendor community
could participate as members, and that the focus would be on education,
enhancing public perception, promotion of ethical standards, and a forum to
discuss issues and best practices. The first Annual General Meeting
was held in November of 1997 with Murray Shaw as its inaugural President.
In October of 1998, the Association had its first annual conference, and
luncheons were held in both cities for the benefit of education and
networking for the members.
In 1998, through to 2000 Barb Wychopen headed up the Association in
Edmonton as President, from 2000 to 2002 Darlene Berscht in Calgary,
2002-2004 Yvonne Whittaker in Edmonton, 2004-2006 Brenda Bauer in Calgary
and Dave Vanden Bosch is the current President in Edmonton.
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