News : Cyta Receives ISO Certification for Call-centre Quality
Nicosia, Cyprus, July 25, 2017 -- The Cyprus Telecommunication Authority (Cyta) has ben awarded the International Organisation for Standardisation (ISO) for customer contact centres, it announced on Tuesday.
The certification, it said, was successfully completed between July 17 and 19 by the Cyprus Certification Company, in cooperation with the Austrian agency ‘Standards plus Certification’, which operates the international certification scheme.
"ISO 18295-1: 2017 is a new international standard that defines the requirements that a Customer Service Centre must meet in order to manage effectively customer requests related to an organisation’s products and services," it said.
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It added that Cyta’s customer call centre was accessible to customers through the telephone, fax, email, live chat and social networks (Facebook, Twitter, Cyta Forum), while it manages requests for order, support, and information about all Cyta products and services, as well as directory inquiries.
"The aim of the customer call centre is to provide immediate and quality service to all requests of the organisation’s customers […] to satisfy them to the fullest extent possible".
It added that through the implementation of the standard, a further improvement in the quality of service provided to customers is expected, resulting in a continuous strengthening of their relationship with Cyta.
"The certification of the customer call centre is an addition to the long list of international recognitions and certifications Cyta continuously achieves, starting in 1998 with ISO 9001 for Quality Management, up to the latest ISO 27001 for Data Centres, proving that the organisation is consistently serving excellence," it said.
Posted by Veronica Silva Cusi, news correspondent
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