CCC certified according to European call center standard

Competence Call Center receives certification EN 15838 with “zero optimisation potential”

As an innovative pioneer in the Call Center Business, Competence Call Center is one of the first call centers in the German-speaking world to decide to apply for the EN 15838 certification and has thus created a significant differentiation feature on the market. Since 1 November 2010, CCC has been certified for all 9 locations in 6 European countries.

 

“The EN 15838 certification is currently the most comprehensive and meaningful certification that reviews all the topics and processes of a service company across all locations. It stands for sustainable quality and optimal operational processes in the state-of-the-art contact center”, explains Dipl. Ing. Dr. Peter Jonas, Director Certification of Austrian Standards plus GmbH, during the official presentation of the certificate to Günter Marchel, International Process Management, CCC and Christian Legat, COO, CCC.

 

During the auditing process in the six disciplines “management strategy and policy”, “contact center agents”, “infrastructure”, “processes”, “customer satisfaction” and “social responsibility”, the certification company Austrian Standard plus Certification did not find any potential for improvement in Competence Call Center.

 

For customers, this is further proof of the high standard and performance at CCC – consistent procedures and processes across all locations, as well as the best employees and technologies guarantee the quality promise of Competence Call Center to its partners. So far, Competence Call Center has already received 35 international awards for its top services, projects, employees and for its working environment.

 

“The certification documents our quality standards with regard to services, customer and employee-oriented procedures and processes, and the use of technology. For partners and potential clients with ever-rising quality requirements, this represents independent proof of Competence Call Center’s high service quality that is standard throughout Europe”, as was emphasised by COO Christian Legat, talking about the relevance of a certification for transparency in the Call Center Business. “For many clients, a highly significant and reliable certification will be an important criterion for decision-making”.

 

“All systems and processes necessary for the certification have been continuously developed and optimised since the foundation of CCC and have now been adapted to the specific requirements of the certification. It took around 6 months to specifically prepare for it in all 9 CCC locations”, says process manager Günter Marchel about the activities in the run-up period to the certification. “I am very happy about this excellent seal of quality for CCC and I thank all employees for their commitment that made this possible!”