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Call Management: higher quality as standard


Call Management was awarded with the ISO 9001:2008 certification in October of last year.

We are delighted to say that our yearly audit by NSAI has just taken place and we passed with flying colours.

Business Solution Outsourcing with this accreditation and… we are proud to be one of the few Contact Centres and Call Centre that have an ISO accreditation for Business Outsourcing Solutions.
Call Management Call centre was awarded with the ISO 9001 in 2010

Last year Pat Keogh MD of Call Management said:

“This certificate ensures that all of our processes are of the highest standard.  Our processes which include Client  security, disaster recovery, customer confidentiality and training processes are all documented.

We have always been of the belief in our company, that quality is the most important factor when dealing with a variety of calls.

We handle over 600,000 inbound calls per year and over 500,000 e-mails over a broad range of sectors from Government bodies to SMES. We have just been shortlisted for the second year running by the CCMA for an Irish Contact Centre and Shared Services Award.

We know that the hard work we put into ensuring the quality of the service we provide is certainly paying off ”

 

Today, after a year holding this accreditation, Call Management keep working hard to assure the best quality of
service to all our clients. Our well  trained team shows their professionalism and quality every day with their performance.

Congratulations Call Management team!



This entry was posted on Friday, October 14th, 2011 at 7:47 pm and is filed under News. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.

3 Responses to “Call Management: higher quality as standard”

Mary Lynch October 14th, 2011 at 7:55 pm

Where could I find more information about the ISO?

admin October 18th, 2011 at 5:22 pm

ISO 9000 is a group of standards for quality management systems. ISO 9000 is maintained by ISO, the International Organization for Standardization and is administered by accreditation and certification bodies. The rules are updated, as the requirements motivate changes over time.

Some of the requirements in ISO 9001:2008 (which is one of the standards in the ISO 9000 family) include:

· a set of procedures that cover all key processes in the business;

· monitoring processes to ensure they are effective;

· keeping adequate records;

· checking output for defects, with appropriate and corrective action where necessary;

· regularly reviewing individual processes and the quality system itself for effectiveness;

· facilitating continual improvement

A company or organization that has been independently audited and certified to be in conformance with ISO 9001 may publicly state that it is “ISO 9001 certified” or “ISO 9001 registered”. Certification to an ISO 9001 standard does not guarantee any quality of end products and services; rather, it certifies that formalized business processes are being applied.

Why is so important?

This certificate ensures that all of our processes are of the highest standard possible from client security to disaster recovery, customer confidentiality to training processes. We have always been of the belief in our company, that quality is the most important factor when dealing with a variety of calls across a broad range of sectors from Government bodies to retail to SMES.

Call Management achieved the certification by putting in place a quality system for their business that NSAI audited as an independent third party to ensure that their system is in line with the ISO 9001 standard. The validity of the certificate will be maintained through on-going surveillance inspections by the NSAI.

Brian Hoy from the NSAI said; “Gaining ISO 9001 certification can give Irish businesses a competitive advantage by providing assurance to national and global consumers that Irish goods or services are following the best international standards”.

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