News : Inbound Call Center Earns ISO 9001:2008 Certification for Quality Management
Mirimar, FL, USA, May 18, 2016 -- Inbound call center Callzilla has earned ISO 9001:2008 certification for its management system. The certificate covers both the Florida headquarters and Callzilla's contact center in Colombia.
The International Organization for Standardization, which uses the acronym ISO, is an independent, non-governmental international organization that sets specifications for products and services across all industries.
Callzilla has been preparing for the ISO audit since the start of 2015.
"We made a big investment in allocating resources," said Callzilla co-founder and president Neal Topf. "This is not for the faint of heart or light pockets."
Each area of operations was assigned its own key performance indicators. Each person at Callzilla participated in the preparation and audit, and was subject to interviews, testing and spot-checks. All of this was in addition to their regular, full-time jobs.
Within the company, the ISO certification process made everyone's performance levels highly visible. "As the leader of strategic direction and sales efforts, I can be tough on the IT and sales departments for not meeting objectives. But my performance is visible too," Topf says. "It is a way of creating accountability, and that's healthy."
Under the ISO framework, each instance where someone on staff does not fulfill a requirement is called a "nonconformity." They are flagged by Callzilla's own team when they find something that doesn't measure up.
"That's a very powerful tool to use. You have to resolve them, then you have to demonstrate how you fixed it and show the indicators that it is indeed fixed," Topf says. While it creates some discomfort to resolve a nonconformity, it strengthens accountability and improves the overall process. It also dovetails with Callzilla's commitment to transparency in its operations.
....NOTE - content continues below this message
SPONSOR MESSAGE: INVITATION!
We invite you and your colleagues to take a couple of days out of your busy schedule to join us and the elite in the industry to listen to the NEXT GENERATION Contact Center & Customer Engagement Best Practices.
A core principal of ISO 9001 certification is continuous improvement. That also is a longstanding policy at Callzilla.
"I don't want 'quality' and 'customer service' to be catchphrases. I want them to ring true at every level of the company," Topf says. "It's not just a number on a scorecard. It's the way we treat people on the phone, the way our reporting appears, the accuracy and integrity of the data we collect, the way we interact with our clients."
The certificate shows that Callzilla meets the 2008 version of the ISO 9001 standard. Throughout the rest of this year, Callzilla aims to recertify under the 2015 standard that was only recently put into place. The company has added someone to the full-time staff in Colombia to coordinate the recertification initiative.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Recruit By Phone
More Editorial From Callzilla
Callzilla is an customer experience-focused contact center boasting high quality omni-channel, customer-centric solutions, in both English and Spanish.
Published: Thursday, May 19, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, an...
|Bright Pattern Inc|
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...