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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
CCSI Receives ISO/IEC 20000 Certification Award at ExpoTech 2015
In 2015, Call Center Services International (CCSI) reached an important milestone in the development of its technology and service management processes, completing a major initiative focused on ISO/IEC 20000 and receiving recognition at ExpoTech 2015 in Tijuana, Mexico.
- An Important IT Service Management Milestone
- What Is ISO/IEC 20000?
- Strengthening Service Management at CCSI
- Recognition at ExpoTech 2015
- A Team Achievement
An Important IT Service Management Milestone
After approximately a year of work focused on improving and formalizing IT service management processes, Call Center Services International (CCSI) completed its ISO/IEC 20000 certification project in 2015.
The initiative represented an important step in the development of CCSI's technology and service management capabilities and reflected the company's commitment to structured processes, service quality, monitoring, and continuous improvement.
For CCSI, the project represented more than achieving a certification milestone. It was an opportunity to strengthen the processes used to support clients, technology, and day-to-day service delivery.
What Is ISO/IEC 20000?
ISO/IEC 20000 is an international standard for service management that establishes requirements for creating, implementing, maintaining, and continually improving a Service Management System (SMS).
The framework addresses the management of services throughout their lifecycle and provides organizations with a structured approach for planning, delivering, monitoring, reviewing, and improving services.
Important areas associated with service management include:
- Service planning and delivery
- Defined management processes
- Monitoring and measurement
- Service performance
- Responsibility and accountability
- Continual improvement
- Customer and service requirements
ISO/IEC 20000 has continued to evolve since CCSI's original certification project. Organizations evaluating the standard today should consult the current ISO/IEC 20000 requirements and applicable certification guidance.
Strengthening Service Management at CCSI
For a contact center organization, reliable technology and disciplined service management are closely connected to the customer experience.
Contact center operations depend on systems supporting communications, network connectivity, customer information, reporting, workforce management, quality assurance, security, and numerous client-specific applications.
Improving IT service management processes can therefore help create greater consistency in how technology services are planned, supported, monitored, documented, and improved.
Strong contact center operations depend not only on people and technology, but also on the processes used to manage those resources consistently.
This structured approach supports CCSI's broader objective of providing clients with reliable nearshore contact center operations that can integrate with their existing technology, processes, and performance requirements.
Recognition at ExpoTech 2015
CCSI's achievement was recognized during ExpoTech 2015 in Tijuana, an event that brought together organizations from the region's information technology, telecommunications, and business communities.
The recognition provided an opportunity to celebrate the work completed throughout the service management improvement project and the contribution of the employees and advisors involved.
A Team Achievement
Completing the project required the participation and commitment of employees across the organization.
CCSI thanks the entire team for the effort and dedication invested in improving the company's service management processes and for their continued commitment to providing high-quality service to clients.
CCSI also recognizes Qualtop for the consultation and guidance provided throughout the project.
Meaningful process improvement is a team effort. Standards provide the framework, but employees are the people who turn those processes into consistent service for clients.
The milestone became part of CCSI's continued development as a nearshore contact center services provider supporting organizations with workforce, technology, infrastructure, and operational resources in Mexico.
Learn more about CCSI's nearshore call center services and how the company supports customer service and business process operations for North American organizations.
Historical note: This article documents a CCSI milestone and recognition received at ExpoTech 2015. ISO/IEC 20000 has been revised since the original project, and this historical article should not be interpreted as a statement regarding CCSI's current certification status or the current scope of any certification.
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