We ensure excellence in our services.

Certifications and Quality

In B-Connect we have a certified quality management system that allows us to guarantee
our services excellence. The Certifications of B-Connect
Quality Management System are:

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ITIL

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This certification allows us to continuously improve IT services quality through operating procedures definition and establishment, as well as the monitoring thereof and service level reporting, guaranteeing the maximum compliance with our customers present and future technological needs.  

CIC Global Model

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"Quality with Customers Interaction". This model presents a Business Approach that efficiently responds to customer´s voice, driving on-going improvement efforts to achieve a performance with the highest quality parameters within all the company.

NECC

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"Contact Center Excellence Standard” permanently directs the Company to improve its performance through the implementation of the best practices of operation and management within the contact-center industry. 

ISO 27001

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B-Connect has a Data Security Management System which allows an efficient access to the information management, assuring our customers such information's confidentiality, integrity and availability, guaranteeing the elimination of any risks and the vulnerability it may be exposed to.  

ISO 9001 : 2008

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It allows us to guarantee service quality excellence in all the company´s areas focus at a Continuous Improvement process to achieve our customer's total satisfaction.

Service Quality

Activities

  • Call Monitoring (remote, randomized, on-site and between partners calls)
  • Events Analysis per Agent
  • Internal and with Customer Calibration
  • Internal and with Customer Audit
  • Flexible Development and Customized Solutions

Platforms

  • Customer Service
  • Tech Support
  • Capturing
  • Chat, E-Mail
  • Integrated and Unified Solutions
  • STIS
  • Virtual Store

Reports

  • Quality Project
  • Custom Processes
  • Maturity Table
  • Skills Report by Agent
  • First Call Resolution
  • WFM
  • Processes and Systems
    Improvement

Structure

  • Certified Quality Analysis

Certifications

  • All the processes involved in the implementation and operation of the project are certified at ISO 9000, ISO 27001, CIC and ITIL

Support

  • 100% Call Recording
  • In-system Capturing Validation
  • Monitoring Matrix
  • Events Format