Integrated Contact Center or how it is also called, 1414, has successfully undergone certification on compliance with requirements of EN 15838 international standard.
Certification on compliance with EN 15838 international standard is the most prestigious and professional system for verification of quality of services delivered to clients in contact centers of any organization, regardless of activity profile and contact center`s size. The standard was approved by European Committee for Standardization in 2009 and in 2011 the opportunity appeared to certify contact centers in Russia, Ukraine, Kazakhstan and other CIS countires. According to global practices, contact centers that arrange their management systems in accordance with requirements of EN 15838 standard, make tangible contribution in achievement of companies` major goals.
Integrated Contact Center has been operating in Kazakhstan since 2013 and its main objective is the possibility to obtain information on procedure of public service delivery, for instance, on the list of required documents, on terms of public service delivery, on the amount of national duty for service delivery, on agency delivering a public service, on organizations that accept documents and issue ready-to-use results, contact details, procedure of making appeal against service providers and also, on readiness of documents in one place, unified access point. Today, Integrated Contact Center provides consultations for about 700 public services.
Obtainment of information via 1414 or 8 800 080 7777 enables to save time and considerably facilitate life for citizens and work for organizations and also, to reduce workload on service providers. Besides, citizens can get information through 1414.kz forum, online chat and the following e-mails: firstname.lastname@example.org, email@example.com, firstname.lastname@example.org.
In October 2015, in accordance with Decree of the Republic of Kazakhstan Government, Contact Center was included to the list of agencies, interaction with which is free of charge for citizens.
According to Gulmira Shurina, Director for Integrated Contact Center under National Information Technologies JSC, the certificate is an acknowledgment of a high standard of delivered consultancy services and compliance of arranged processess on clients servicing with requirements of international standard. “It is a huge step towards Contact Center development the motto of which is “Help to every client”. The certificate provides us with status of customer-focused company, which enables us to enhance trust and loyalty of citizens, who appeal to Integrated Contact Center for help.” G. Shurina added.
Previously, in 2015, Integrated Contact Center passed re-certification on compliance with requirements of ISO 20000 international standard, which once again certified that services are delivered in accordance with a high international level.