9 October 2019.- The Ibercaja Connect Online and Telephone Channel Management Centre has obtained certification for the new international standard UNE-EN ISO 18295 awarded by AENOR, which recognizes customer contact centres that meet quality requirements and that work to continuously improve customer experience.
Ibercaja Connect is the first contact centre platform to receive this certification in Aragon and the first belonging to a financial institution in Spain. To obtain accreditation, the call centre underwent a rigorous audit, which evaluated aspects such as the accessibility, ease, security and accuracy of its customer relations, the skills of its employees and the quality of its service operations.
This management model also guarantees a process of continuous improvement, with the implementation of processes designed to provide employees with the tools, resources and specific training to achieve excellence in their operations, and the implementation of the processes and support necessary to manage all customer interactions.
Ibercaja's online channel management centre will process around 800,000 telephone calls in 2019, five times the number processed in 2011, and will provide more than 25 million accesses to the Ibercaja.es website, representing a growth of over 10% over the last two years. Furthermore, during 2019, more than 99% of customers were satisfied with the attention they received.