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News : Celcom Notches a Global First ISO 18295-2:2017 Certification

#contactcenterworld

Kuala Lumpur, Malaysia, Sept, 2018 -- CELCOM Axiata Bhd has been certified as the first telecommunication operator globally under the ISO standard 18295-2:2017 which is a new international standard for contact centres. The certification has been conducted by the Standard and Industrial Research Institute of Malaysia (SIRIM) QAS International Sdn. Bhd.

On Sept 20, Celcom was certified by SIRIM QAS International for meeting the requirements of ISO 18295-2:2017 - Managing Customer Contact Centre Continuously Improving Customer Experience and Proactive Customer Servicing. Celcom was selected as the first telecom company globally and hence the first in Malaysia to join the global pioneer batch of companies to be ISO 18295-2:2017 certified.

Celcom Axiata Berhad chief executive officer Mohamad Idham Nawawi, said the ISO 18295-2:2017 certification is another important milestone for Celcom as it signifies the dedication of Celcom to create awesome experiences that goes beyond international recognition for its customers.

"Being recognised for implementing global Customer Contact standards as the first telecom company globally does not only show our zest for innovation in servicing customers better, but also our absolute willingness to be assessed against the best practices in the contact centre industry.

"We want our customers to stay with us for a lifetime, hence we take seriously in servicing them to the highest standard, for the best overall service experience."

The international ISO standard 18295-2:2017 does audit and certify if best practices in customer servicing are applied along three main dimensions:

Managing Customer Contact Centre (areas such as quality policies and monitoring of those)
Improving Customer Experience (areas such as speed of resolution of service requests and complaints, approaches to improve customer experiences and close gaps)
Proactive Customer Servicing (areas such as proactive notification of customers)

To ensure the continuity and compliance of the ISO 18295-2:2017 for Celcom’s Customer Contact Centre, Celcom’s Quality and Operations Department will perform internal audits every six months, on top of an external audit within 12 months from the date of certification. 

Celcom Axiata Berhad chief customer service and experience officer René Werner said that the new ISO standard is an expression of the dedication of the customer service team at Celcom to drive continuous improvement of the servicing experience for its end customers.

"With millions of customer interactions a year, it is important for us to adhere to the highest standards and strive towards our ambition of creating awesome moments for our customers in Malaysia. Our servicing team is passionate and fully committed to this mission and I am very thankful to the team for this great achievement leading the industry not only in Malaysia but internationally."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.digitalnewsasia.com


About Celcom:
Company LogoCelcom Axiata Berhad, formerly Celcom (Malaysia) Berhad, is a subsidiary of Axiata Group Berhad. Celcom Axiata Berhad provides mobile communication services for customers in Malaysia. It offers voice, mobile broadband and email, roaming, and IDD services, as well as telemetry and fixed wireless desk phone solutions. The company also provides a unified messaging service that allows users to view a fax message via Web; and AirCash services, which provide instant access to money via client’s mobile phone.
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Today's Tip of the Day - Involve Staff

Read today's tip or listen to it on podcast.

Published: Friday, September 28, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

12.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

13.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

14.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

15.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

16.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)

17.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
 

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