Global Remote Services had its yearly control audit in October and obtained excellent results and positive comments from the team of auditors.
The audit was performed by the TUV SUD certification body and it was done simultaneous for both certifications obtained by GRS in 2009 and 2012 – respectively SR EN ISO 9001:2008 and SR EN UNI 15838.
Whilst SR EN ISO 9001:2008 is the widely known general quality certification proving company capability to provide services (or goods) that meet customers’ requirements, and is a certification applied to any industry, the SR EN 15838:2010 is an audit and certification process especially built for Contact Centers, applies both for in-house as well for outsourced centers.
The SR EN 15838:2010 is a highly selective certification as far as outsourced centers are concerned: one can count on the fingers of one hand the number of Call Center from Romania “quality certified” at this level.
This standard is meant to be in the benefit of both the customer and the provider; the rules comprised in the standard are intended to establish criteria of performance and quality for the field of relationship with the final customers through the Contact Center.
Global Remote Services received the following positive comments from the team of auditors:
- Good management and level of involvement of the entire team for conducting and improving the quality system;
- There is evidence of a good administration of the service with continuous and precise process control for KPIs monitoring.
- The management has proven to have a fast and efficient reaction to changes. The company is setting realistic business goals while maintaining a strong focus on the quality of services offered to its customers and on the level of care required by the internal resources.
The whole GRS team will continue to perform effectively in order to make sure the company will continue to have high levels of customer satisfaction and obtain outstanding results at the next year’s recertification audit.
We give thanks to all our people for these high quality standards of work!