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"Rostelecom Contact center" confirmed compliance of customer service to ISO 18295-1:2017

Customers: Rostelecom Contact center of MTs NTT Moscow center of new technologies and telecommunications

Moscow; Telecommunication and communication

Product: Projects of external audit of IT and security (in tch PCI DSS and SUIB)

Project date: 2019/03  - 2019/06

The international institute of certification of contact centers booked certification audit in "Rostelecom Contact center" in ISO 18295. The experts having more than 10 years' experience of the leading and analytical work in the industry of contact centers carried out an independent inspection in business units Kostroma and Cheboksary, reported on July 11, 2019 in Rostelecom Contact Center company.

Auditors estimated the development strategy, operational processes, processes of customer interaction, human resources management, customer interaction, management of key performance indicators, infrastructure and an IT landscape. During evaluating, specialists internally visited CC platforms, studied more than 2 thousand documents, conducted more than 30 interviews with a managerial personnel and call center operators. Based on check of the platform received the certificate of conformity of ISO 18295-1:2017 confirming availability, reliability and quality of the provided services.

The certification process allows us to equal on the relevant international standards of quality of customer service and to optimize business processes that, finally, allows to increase efficiency of contact center and to become the reliable partner in the solution of business challenges of our customers — the sales director and to business development "Rostelecom Contact center" Alexander Erofeechev told. — Process of improvements in work of divisions "Rostelecom Contact center" will be continuous. The put vector on improvement of customer service will also be farther in priority tasks of the company.