The certification procedure consisted of several stages and included interviews with management, analysis of documentation, regulations, procedures, management processes necessary for the functioning of the ISO18295-1 quality management system implemented earlier in VOXYS.

The result of the audit conducted by experts of the International Institute for Certification of Contact Centers was a positive decision on the certification of the VOXYS communications center, adopted by the international certification body Austrian Standards, which confirmed the compliance of VOXYS management processes with the international quality standard in the field of customer service ISO 18295-1:2017-07. The VOXYS site in Saransk received a quality certificate. 

"Every day, 8000 employees of the VOXYS communications center process more than 1 million requests, providing an exceptional level of customer service on more than two hundred communication projects implemented in the interests of the largest Russian and international companies. Certification according to ISO international standards serves as an objective guarantee of the reliability and quality of the services provided by VOXYS," said Yulia Molchanova, Executive Director of the VOXYS Communications Center. 

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The ISO 18295-1 standard was developed by the International Organization for Standardization (ISO) and applies to 163 participating countries. The requirements of the standard are determined by the technical committee, which includes representatives of 19 countries. The ISO 18295 standard is recommended for use by the European Confederation of National Associations of Contact Centers (ECCCO) and the National Association of Contact Centers of Russia. The validity period of the ISO 18295 certificate is 6 years, the supervisory audit procedure is carried out every 2 years. Official website of the International Organization for Standardization: www.iso.org 

The International Institute for Certification of Contact Centers is a Russian company that provides an independent, objective and professional assessment and audit of personnel and business processes of customer service in contact centers. An independent third-party assessment really confirms the knowledge, skills and qualifications of the contact center management and the compliance of customer service processes with generally recognized international standards. Official website: www.iccci.ru 

 

VOXYS is the market leader of outsourcing contact centers in Russia. According to iKS-Consulting, VOXYS occupies 18.4% of the Russian communications market in the field of customer service (rating "The largest outsourcing contact centers in Russia", 2020). The staff exceeds 8000 people, the company is represented in 34 cities of Russia, implements more than two hundred communication projects in the interests of the company-leaders of the financial market, insurance, transport, logistics, retail, hospitality, healthcare, manufacturing and public authorities, processing more than 1 million incoming requests daily. Official website: www.voxys.ru