My Transcom Experience

Posts with tag "AENOR" RSS

Author: Cristina Martinez

Tags: , , ,

Transcom Spain obtains ISO 18295 quality certification for Contact Center services

.

AENOR grants this specific certification to one of Transcom’s services. Transcom is the first company in Spain to obtain the certificate according to the new international standard ISO 18295.

From left to right: Alberto Martínez, Commercial Director and Client Service Manager in Transcom; Cristina Martínez, Business Improvement Director and Head of Operational Excellence in Transcom; Rosa Ginesta, Business Manager in Transcom and Mónica Martínez, Operations Manager in Transcom

From left to right: Alberto Martínez, Commercial Director and Client Service Manager in Transcom; Cristina Martínez, Business Improvement Director and Head of Operational Excellence in Transcom; Rosa Ginesta, Business Manager in Transcom and Mónica Martínez, Operations Manager in Transcom

Transcom received the quality certification from AENOR for one of the main services delivered to an important client in the financial sector. Transcom is the first company in Spain to obtain the AENOR certification in accordance with the new international standard ISO 18295.

ISO 18295-1:2017, with the full title “Customer contact centres – Part 1: Requirements for customer contact centres“, is an international quality standard dedicated to the contact center industry, recently developed by the International Organization for Standardization (ISO).

Obtaining the certificate guarantees that the services offered in the contact center meet high quality requirements, aiming to to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

The granting of the certificate took place at the AENOR headquarters in Madrid. Transcom is proud to receive this quality certification in Spain from AENOR. It is a recognition of our efforts to reach the highest quality levels in our services on a daily basis.

Manuel Romero, Director of Sectorial Marketing of AENOR, says: “Our certification for Customer Contact Center Services pursues the quality of management and services provided in order to achieve the satisfaction of the end customer. In this sense, Transcom is a clear example and benchmark in the sector in its commitment to quality, as well as a pioneering entity “.

Author: Alejandro Menjura

Tags: , , , ,

Transcom Lima is the first Latin American contact center to receive Quality Certification UNE-EN 15838

AENOR has awarded our site in Lima, Peru, with the quality certification for customer contact centers according to UNE-EN 15838, a model for quality management and performance in all aspects of the contact center industry.

Transcom’s site in Lima is the first contact center in Latin America to obtain this European certification.

So, on October 14, in a private ceremony at the premises of AENOR in San Isidro and accompanied by Isabel Sánchez-Lozano, General Manager of Transcom’s Iberia and Latin America region, I received the diploma accreditation from Pedro Fernández García, Director of AENOR Peru.

Receiving the UNE-EN 15838 accreditation for Transcom Lima

In his words, Pedro Fernandez stated that “Customer care is a key element in business, affecting the perceived product or service quality as well as corporate reputation, so it must be managed effectively and efficiently. This can only be done through comprehensive quality management systems, like the ones  Transcom uses.”

We are proud to receive this certification, which confirms our commitment to providing quality service to our customers globally. Our Lima site is the third Transcom center to receive this certification, after our centers in Pozuelo and León, in Spain.

Author: Marcos Tercero

Tags: , , , ,

Transcom invited to participate in AENOR’s event in Lima

Transcom was invited to participate in the presentation event of the standard UNE-EN 15838, organized by AENOR in Lima, Peru, in order to promote the cited standard of quality, specific for contact centers.

The standard UNE EN 15838 Customer Contact Center – Requirements for the provision of the service, is the adaptation of M/378 of the European Union mandate, which emerged with the aim to provide criteria regarding the quality of the service delivered to customers by contact centers. It is a voluntary standard, which specifies the requirements for contact centers to qualify for UNE EN 15838.

Both Alejandro Menjura, as Transcom’s Regional Director for Latin America and myself, as responsible for Performance and Quality of Transcom Iberia and Latam, were invited to participate and share our experience, focusing our presentation on the process of certification of our site in Lima.Transcom participating in AENOR's event

To do this we discussed the trajectory of Transcom with the UNE-EN 15838: the first organization in Spain to be certified, the first organization to have two sites in Spain qualify for certification, and the first organization to develop a certification project in Latin America.

Moreover, we also explained how the standard has helped us strengthen the management foundations of our Lima center:

  • The diversity of customers (offshore and local) makes the standardization relevant in the context of ensuring high quality even in moments of rapid growth of the center.
  • Strengthens Transcom’s capability as a global provider: harmonized service platforms, yet regionally differentiated.
  • Provides local, near shore and offshore services with high-quality standards.
  • Introduction of the standard UNE-EN 15838 in Latin America. Transcom, in conjunction with AENOR and other organizations of the contact center sector, is a member of the standard-setting committees of ISO

Finally, the session ended with an introduction to the certification process, and the key challenges that the contact centers have to face to adapt their processes to the requirements of the standard.