What is ISO 9001:2015?
The Quality Management System Standard ISO 9001 has been used by Call Centers for many years. In the finance sector the standard aligns with ISO 27001:2012, Information Security Managementwhich addresses the issue of PIC Compliance. ISO 9001:2015addresses issues such as development of agent competence (clause 7.2), the increasing use of technology in areas such as call monitoring (clause 7.1.3), together with the strategic importance of Planning and Risk in clause 6. There are many other critical issues such as regulatory compliance, vital for success, which are addressed in the standard. Quest brings years of experience with the standard to enable you to achieve registration.
How can ISO 9001:2015 help your organization?
ISO 9001:2015 takes you into running your organization as a management system. System thinking enables you to integrate the many processes in your organization and ensure they are linked. Linkage is vital. One of the fundamental principles of system thinking is that a small event at the front end of a system can lead to major consequences at the delivery end. If that event is an incorrect requirement or missing data at the client interface, the delivery result could be disastrous. An integrated Management System significantly reduces the chance of that happening.
How can Quest Help?
Quest experience in ISO 9001:2015, make us a perfect fit for working with Call Centers. Quest support in developing the Leadership Role speeds up the process significantly. We enable you to set measurable objectives in areas such as call count, talk time, and call effectiveness. The unique Internal Audit approach which Quest follows secures widespread employee involvement in the quality system.International Credit Experts established a framework for fast growth using the standardandPartners in Credit simplified procedures. Credit Bureau of Canada who had a major Telecom provider as a potential customer secured that customer as a result of rapid manual development by Quest.
Quest Experience in Call Centers
C.N. Railroad Call Center established a new national call center as a "process managed business". QUEST was selected from among a number of competitors to provide the skills in process mapping, measurement and process improvement. I.B.M. Customer Service, a nationwide customer service organization obtained a series of registrations. The strategy required avoiding work duplication at multiple sites but at the same time ensuring involvement and 'buy in' of all persons. The unique I.B.M. Call Center was included in the registration.
Our other Experience
Our broader experience of standards such as ISO 27001 enables us to address the important security issues of Call Centers. As global leaders in Innovation Management, Quest has been deeply involved in developing ISO 56002, the guidelines on Innovation Management. We bring that innovation experience to the table with all our work in Call Centers, most particularly in the trending of new technology in areas such as Big Data, Machine Learning and Artificial Intelligence.