Professional customer relations top priority for eService

An audit conducted in August 2014 in the Centre of Online Payment Services of eService Sp. z. o.o., has shown compliance of the management system introduced in the Company with the EN 15838 standard, which proves that the highest standards of the professional Customer care have been met.

The EN 15838 standard was developed by ECCCO (European Confederation of Contact Centre Organisations) as requested by the European Commission in 2009. Its major purpose is to set a standard in the creation of a quality management system in ‘contact points’, aimed at meeting the Customers’ requirements as well as identifying the best practices in the key areas of management.

On completion of the certifying audit conducted by the international certifying unit SGS, eService was granted the EN 15838 certificate, which is valid for three years. To confirm the effectiveness of the management system applied, annual supervising audits will be conducted in the following years.

As stated by the Director of the Customer Service Office of eService, Elżbieta Tomaszewska, this certificate reflects not only the substantial contribution of the team to the correct and professional relations with the Customer but also the most essential values cherished by the company. She adds that obtaining this certificate was a result of many years’ experience in working with the Customer which developed in the employees a need of constant improvement in pursuit of providing a comprehensive solution to problems at the first contact.

“The noticeable commitment in maintaining the system, professional knowledge of eService employees, as well as their friendly attitude to the Customers are the reasons why the Company’s customer relations quality management system has gained our approval. eService shows willingness to monitor and improve the indicators that aim to ensure effective and satisfying communication with the Customers. The employees responsible for the improvement of the Customer service model even exceed the requirements of the standard and monitor additional elements that are not required by the standard. The knowledge gained in this way enables eService to offer better and well-defined strategies in the area of the services provided,” says Krzysztof Gawecki, SGS Auditor.

SGS is the world’s leading controlling, verifying, testing and certifying company with its headquarters in Switzerland. SGS is recognised as the global reference in quality and ethics. With more than 80,000 employees, SGS operates within the network of more than 1,650 offices and laboratories around the world.