ePerolehan Contact Centre gets ISO certification

E Perolehan Contact Centre has been awarded the ISO 18295-1:2017 certification, joining the country's only seven contact centre operators certified with the international standard certification for customer contact centres.

The ePerolehan Contact Centre re-ceived the certification from SIRIM QAS International Sdn Bhd at the Majlis SIRIM Industri 2019 on Nov 8, 2019.

Commerce Dot Com Sdn Bhd (CDC) group chief executive officer (CEO) Muzafar Kamal Shahaluddin said the ISO certification marked an-other milestone for ePerolehan Contact Centre.

"The certification is a testimony of our highly mature existing process for customer contact centre opera-tions with measurable quality, pro-ductivity and customer focus," he said in a statement yesterday.

CDC is the developer and operator of the government electronic procure-ment system, ePerolehan.

He said the ePerolehan Contact Centre was able to meet the ISO standards within a five-month timeframe and fulfilled all applica-ble requirements with zero non-compliance during the audit.

"We have a growing number of clients nationwide and we want to give assurance to our continuous efforts to deliver the highest stan-dard for overall service experience," he added.

The certification was presented by SIRIM QAS International chairman Datuk Syed Hisham Syed Wazir and CEO Mohd Azanuddin Salleh.

The ISO 18295-1:2017, introduced in 2017 by the International Organisa-tion for Standardisation (ISO), specifies a framework for any cus-tomer contact centres that aims to assist in providing clients and cus-tomers with services that continu-ously and proactively meet or ex-ceed their needs. - Bernama