Saudi Investmnet Bank Call Ceter, completes ISO 9001 : 2008 Certification
Quality is the foremost concern and every step is taken to ensure that every product, besides being attractive, is also a specimen of best Quality. To ensure this, the Saudi Investment Bank Call Center developed a sound Management system based on ISO 9001:2008 Quality management Standards, with the help of Lakshy Management Consultant Pvt. Ltd. – one of the largest and well known management consulting companies in the field of ISO certification.
Its main function includes receiving and handling inquiries and requests by telephone, and offering a group of services to customers through both the agent and the self-service Interactive Voice Response (IVR) system, thereby reducing/eliminating the need for customers to visit branches. The Saudi Investment Bank Call Center is made up of both Inbound and Outbound teams, whereby Inbound Agents answer incoming calls from existing customers and the general public. Outbound Agents perform telemarketing tasks by contacting existing customers for the purpose of cross-selling and customer retention.
Project consultant from Lakshy Management consultant Pvt. ltd. worked closely with Management Representative, Mrs Suzan Hamade for the ISO 9001 implementation process for Saudi Investment Bank Call Center.
Initial awareness training was conducted by the consultant to impart basic knowledge and input to key people of the organization, followed by Gap Analysis. On the basis of gap analysis report provided by the consultant, required tasks were completed that included preparation of quality manual, functional processes, SOPs, work instructions, guide lines and functional formats. These were formally issued to all the users by the M.R.
A rigorous internal audit was carried out and all the observations and findings were discussed in the MRM – Management Review Meeting and required actions were taken by the management to close them.
After this a pre-assessment audit was done to assess organization’s preparedness for the final certification audit and on the basis of positive outcome of the pre-assessment audit, it was decided to do the final certification audit.
ISO 9001 certification audit was concluded successfully without any major or minor non conformity.
Lakshy management consultant Pvt. ltd extended its warmest greetings and congratulations to The Saudi Investment Bank Call Center on achieving ISO certification and efforts put the entire team were appreciated.
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Lakshy Management Consultant Pvt. Ltd.
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Phone: +91 22 4024 3139
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