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ISO 9001:2000 certification

Quality has always been a part of our basic philosophy and it permeates every level of the organisation. The importance that we attach to quality control can be measured by the fact that we are the first call and contact centre in Bulgaria that has obtained the ISO 9001:2000 certificate for Quality Management System. All aspects of our processes are strictly organised in a way to ensure the highest level of quality. In short, this includes following aspects:

  • The recruitment process is conducted by an ISO certified partner company.
  • Selected staff undergo an adapted call or contact centre training programme. For each project we organise either an initial or permanent training.
  • All our services are monitored on two levels:
  • Team supervisors concentrate on what is actually going on in the call/ contact centre. Their task is to help agents with difficult calls and spend time on providing information to call centre agents.
  • On a micro-level specialists listen intensively to inbound and outbound calls. They also read and correct emails, letters and faxes. Part of their job is also to supervise the ticketing system.
  • We regularly conduct our own customer satisfaction surveys in order to uncover and solve potential problems.