Safelite Solutions New Call Center Earns ISO Certification
February 1, 2012

by Penny Stacey, pstacey@glass.com

Safelite Solutions has announced that its Chandler, Ariz.-based call center recently completed the ISO 9001:2008 certification process.
According to information from the International Organization of Standards (ISO), ISO 9001:2008 “specifies requirements for a quality management system where an organization:

  • needs to demonstrate its ability to consistently provide product that meets customer and applicable statutory and regulatory requirements, and
  • aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.”

For Safelite, this includes interviews with customer service representatives and others, along with an audit, according to Safelite spokesperson Melina Metzger.

“The [ISO] process entails a multiple-day audit by an independent auditor that reviews all defined processes, procedures and disciplines and measures compliance to those standards,” she says. “This includes random interviews with associates to ensure that there is unilateral understanding of the defined process.”

Safelite officials choose to participate in the certification process for a few reasons, Metzger says.

“We implemented it in our contact centers because we believe in the discipline it provides,” she says. “We want to provide our insurance clients with the comfort that each and every policyholder we serve is going to receive a high-quality experience.”
The company’s two other call centers in Columbus, Ohio, previously completed the ISO process.

“We are proud of all of our customer service representatives and our management team who uphold these standards daily,” adds Brian O’Mara, vice president of national contact centers for Safelite, in a company release.

This story is an original story by AGRR™ magazine/glassBYTEs.com™. Subscribe to AGRR™ Magazine.
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