Thursday 11. January 18

Excellent Quality Management: Capita sites in German certified according to new ISO 18295 international industry standard

Berlin – The Capita sites in Berlin, Rostock, Kiel, Anklam, Leipzig, Aachen, Cologne, Krefeld and Mannheim are now certified according to the internationally valid ISO 18295 standard on services provided by Customer Contact Centres. With this globally recognised seal, the European outsourcing specialist verifies its excellent quality and process management as well as the resulting client and staff satisfaction in a traceable, transparent manner. At the Capita site in Berlin, Germany, the certificate has now been officially presented.

The new ISO 18295 service standard supersedes the DIN EN 15838 European standard according to which all Capita sites in Germany were certified from 2012 onward and which had already set very high, verifiable standards for Customer Contact Centres. After the amendment, an internationally consistent standard for Customer Contact Centres has now come into force. It is even more well known and accepted as a guidance towards the satisfaction of contracting entities, clients and employees than its predecessor. The main areas of inspection are organisational structure, IT, data protection and personnel responsibility as well as service quality and customer focus of the service providers. Requirements such as "customer experience design" and "employee commitment" play a role for the ISO certification.

"In this audit, Capita has proven in an impressive way that services as well as the processes behind them are handled at a very high quality level. Therefore, switching to the new standard will not pose any problems. Furthermore, the company once again demonstrated convincing levels of a committed approach to personnel philosophy. Content employees do good work
– Capita has realised this as well," praises auditor Anja Kossak. The review of the required criteria as well as the reward of the quality seal is principally carried out by independent third parties.

Bernd Moll, Head for Group Data Protection and Business Organisation Europe, and Sebastian Seyrl, Quality Management, are responsible for the coordination and execution of the whole certification process for the Capita sites in Germany.
"The successful and now internationally valid certification according to the new ISO 18295 standard is of significant importance for our position in the market. We know that German contracting entities and clients especially expect a high level of service and quality in addition to cost efficiency from their service providers. The certification is an important milestone for us to demonstrate our long term strive for quality in a transparent, sustainable and reputable manner. The critical examination that the auditors carry out has confirmed our principles here," says Moll, who is happy with the result.

The certification document has been presented by Dr. Peter Jonas, Director Certification at Austrian Standard plus GmbH. "We are delighted that Capita is maintaining its existing leading position by switching to the new internationally valid ISO standard early while demonstrating a very positive audit result.

Excellent Quality Management: Dr. Peter Jonas (to the right) hands over the certification document to Bernd Moll (to the left) and Sebastian Seyrl (in the middle) at the Capita site in Berlin.


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