Quality Policy

Cosmote e-Value management has chosen a well-defined Quality Policy
as means of the company’s continuous development.

Through the implementation of the quality policy, the company demonstrates its commitment to providing high quality contact center services for its partners in Romania and Europe aiming at providing cutting-edge, integrated, interactive and personal communication services through an integrated environment for comprehensive management of all channels of communication, thus striving at maximum customer satisfaction excellence.

Through the implementation of the quality policy
the company demonstrates its commitment to the following:

  •  Provision of services to meet the ever increas-ing needs and expectations of customers to theirfull satisfaction.
  •  Operation of Cosmote e-Value based on the principle of respect for human dignity and privacy.
  • Continuous efforts to improve the quality of services in order to increase competitiveness and ensure the confidentiality of data.
  •  Compliance with all legislative obligations and partner requirements.

Importance is given to preventive actions designed to build upon experience and daily observation in order to lead to the correct enhancement and improvement of customer service. Also, attention is paid to meeting current and anticipated training needs, training and qualification of company employees.

Cosmote e-Value objective is to constantly modernize the company’s computer system software in accordance with technological developments, customer requirements and internal organization / operation of the company.

The Company’s position regarding quality management system, sets objectives and reflects the Company’s commitment to fulfill requirements for quality management.

The tool through which the company implements, monitors and adjusts the Quality Policy is the Quality Management System.

In order to implement the quality policy, Cosmote e-Value considers the active participation of employees in compliance, development, documentation of all procedures under the Quality System essential. All employees in the company contribute to the effective implementation of the quality system and its continual improvement. The quality policy is communicated to all staff.

ISO 9001:2008

ISO 9001 is a standard that sets out the requirements for a quality management system. It helps businesses and organizations to be more efficient and improve customer satisfaction. All activities of Cosmote e-Value are certified as per the ISO 9001:2008 standard, being the internationally recognized standard for Quality Management, providing method and systematic monitoring of the company’s operational activities in order to systematically ensure the satisfaction of customer needs and requirements.

Scope:

Planning, Development, Implementation
& Rendering of Integrated Contact Center Services

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