Telecel’s Customer Support Awarded with Quality Certification
The Portuguese Certification Association (APCER) awarded Telecel with the certification for the quality assurance system implemented in its Customer Support Service, according with the standards of the international Quality rule ISO9002. Telecel has become the first cellular mobile communications operator awarded with this certification.
ISO9002 evaluates and allows the development of solid methodologies in the Customer Service provision, namely through the clear definition of the contract, the control of the contract’s goals, the responsibility definition in the scope of the quality system, as well as in the detection, analysis and correction of non-conformities, among others.
Certification from APCER is the recognition of one of the main guidelines of Customer oriented politics, followed by Telecel since it started business: strictness and quality of its Customer Support Service.
Customer Support area in Telecel has been continuously developed, by investing significantly in information and human resources. Telephone support is permanently reinforced, following the evolution in the number of Customer calls. The attendance quality is assured through demanding criteria in recruitment, training and quality control.