Meet Callzilla's Quality Management System
ISO is the acronym for the International Organisation for Standardisation, a worldwide federation of 110 national standards bodies. The ISO quality framework guides Callzilla's day to day interactions with clients, end customers, partners, and each other.
Under ISO 9001:2015, Callzilla commits to being responsive and attentive to detail, delivering a satisfying experience to each customer, guaranteeing the security of customer and client data, continually improving our operations, achieving high quality in our production, and developing team members’ skills and abilities. View the Quality Policy page here ›
Continuous quality improvement
Prior to ISO 9001:2015 certification, Callzilla’s quality efforts were limited to quality assurance monitoring and scoring of calls. That approach yielded very good quality, but we needed more. We researched ways to improve quality not just on the contact center floor, but in every facet of the company. In 2015, the ISO Quality Management System opened our eyes to the reality that structure, definition, and process were the keys to a true quality policy.
Transparency & sustaining high quality
ISO mandated the creation of a cloud-based performance management system visible to every employee in the company. The KPIs and performance data are all defined at the beginning of each calendar year and reported on monthly and quarterly. Measurements include gross scores as well as percentage variance-to-goal. Senior management, in conjunction with the quality systems manager, hold weekly, monthly, and quarterly meetings to review results, document observations and proposals, and conduct strategy and reporting around improvements.
“Callzilla's team is proactive, open and has provided very high quality service from the outset of our program together. The team is easy to work with, and the diverse programs they handle for us have been very successful. Their agents handle each and every call with professionalism, positioning our brand as we have trained them to."
Contact Center Manager, Wireless Company
All measurements are visible within the company. Each team member and department has clearly stated objectives that are available for the rest of the enterprise to see and review, which creates competitive pressure to fulfill or exceed goals. Likewise, compensation is tied to meeting these objectives.
Programs and reports are tailored to the KPIs clients need to track. Supervisor and agent compensation are tied to specific KPIs. We also foster friendly competition between teams. We encourage you to help calibrate handling of customer interactions.
Each mission-critical task has its own line item and is scored individually. Our evaluations are performed on an individual call level basis, agent basis, shift (time of day) basis, program/campaign basis and other variables. This approach allows us to take data samples and benchmark our performance against the criteria and standards that we set.