QUALITY ASSURANCE
Managing any kind of customer operation such as a
contact center, VMO or BPO requires great effort.
The organization performance objectives should be
met while providing superior service, often with a
smaller staff and a reduced budget. To ensure
quality of our services, our Quality Control
function monitors all calls. The continuous
calibration of our quality monitoring results with
the client's quality team is embedded into our
quality monitoring processes to ensure complete
alignment of the contact center operation to the set
targets and objectives meeting the client's business
needs.
Customer Operations Performance Center (COPC)
ETISAL International is a COPC- OSP 5.1 certified company.
COPC certification is considered as the highest
customer operation certificate providing its end users with first class services, meeting the global quality
standards. COPC is built to drive significant & sustained improvement to increase customer satisfaction,
reduce costs, build revenues and improve service & quality.
European CEO Magazine
In 2013, ETISAL International has been awarded the "Best outsourcing
Call Centre Services Company, Middle East" by the European CEO Magazine.
ISO 9001:2015
Managing any kind of a customer operation such as a contact center, VMO or BPO requires great effort. The organization performance objectives should be met while providing super service often with a smaller staff and reduced budget. To ensure quality of our services, our Quality Control function monitors all calls. The continuous calibration of our monitoring results with the client's quality team is embedded into our quality monitoring processes to ensure complete alignment of the contact center operations to the set targets and objectives and to meet the client's business needs.
