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.
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
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Published: Thursday, May 19, 2016