Quality Policy
The activity of a contact center encompasses providing various communication and customer support services through different communication channels. Contact centers play a crucial role in establishing and maintaining interactions between an organization and its users, providing support, information, or issue resolution.
The primary mission of Dekada Komunikacije d.o.o. is to provide quality customer support to our clients and act as a bridge between our clients and their users. Our commitment is to consider all client needs and thereby provide high-quality contact center services that meet or exceed their expectations.
Our quality policy encompasses the following key principles:
Operational Excellence
- We are committed to providing a service that reflects our high standards of quality. Our goal is to provide our clients with fast, efficient, and professional support.
- We continuously seek feedback to improve the quality of service.
Timely Response
- All inquiries, requests, and complaints from end users are handled promptly and efficiently.
- Our aim is to ensure quick resolution of issues and customer satisfaction.
High Service Quality
- We ensure consistent service quality through careful management of all interactions with customers.
- All our agents are educated and trained to provide professional support and handle various situations.
Continuous Improvement
- We regularly analyze the performance of our contact center to identify areas for improvement.
- We implement measures for continuous improvement of service quality and process efficiency.
Information Security
- We protect the confidentiality of customer and client information and ensure secure handling of their data.
- All information is processed in accordance with relevant data protection laws and regulations.
Compliance with Regulations
- We respect all relevant regulations and standards in the telecommunications industry.
- We ensure that our procedures comply with ISO 9001 quality standards. ISO 9001 standardima kvalitete
Employee Engagement
- We encourage teamwork and continuous education of our employees.
- We ensure that our employees are motivated to provide the best possible support to customers.
This quality policy represents the foundation of our business and serves as a guideline for all employees in achieving high standards of quality and customer satisfaction.
This policy is regularly reviewed and updated to ensure its relevance and effectiveness in achieving our quality objectives.
Dario Đanić, direktor Dekada komunikacije d.o.o.
Zagreb, 29.4.2024.