In January of 2010, 17 agents were in employment by Call Management, whereas in September the staff base had grown to 39 agents. This was due to a number of factors. The main reasons however were that of a combination of client satisfaction on previous projects coupled with clients demand and the growing success of the company. In December of 2011, we have recruit 6 new agents to fulfil different positions.

Staff attrition is very much part of this type of business as some members come and go at various times for different reasons. Nevertheless it is very apparent that Call Management has a number of very highly quality staff who are very highly motivated and undoubtedly very satisfied in their chosen careers. This is apparent as many of these agents have been employed long term with Call Management.

The success of the company is unprecedented as many other companies are ceasing to operate due to the current downturn. In Call Management however there is evidence of steady growth which is a clear indicator of the care and attention to detail of the staff and management team.

http://www.callcentrehelper.com/agent-attrition-jumps-by-31-in-2011-25071.htm

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”.