After a thorough assessment by the SABS, outsourced call centre company Conexus, once again, received their quality certification; ISO 9001:2000.
In March this year, Conexus were audited by the South African Bureau of Standards (SABS). Commenting on their re-accreditation, Jake Orpen MD of Conexus said that “taking everything into account, we did well and the Auditor was impressed with the departments that he spent time with”.
ISO 9001:2000 is an internationally approved system for quality management, self-assessment and third party assessment for businesses from the SABS. The ISO certification helps with monitoring and measuring all processes that affect deliverables and ensures continual improvement.
What is the benefit of having the ISO certification? Its advantages include an enhanced focus on quality, communication within the business unit, transparency and consistency in processes as well as training and knowledge transfer sessions.
Orpen comments: “We have a detailed Quality Management Strategy and we are only about half-way to achieving our full goal. Earlier this year we invested heavily in new Voice Logger technologies and we have completed the development of two internal quality measurement and management tools which will help us to track an overall quality score by agent and by team which is fully integrated into our training teams. Over time we will be able to assess how increased coaching and training is impacting on our overall quality of output in the contact centre.
"I would like to thank and congratulate all our staff for doing their best to help us achieve this. We have a lot of smart work and discipline ahead of us,” Orpen said.