Farnek brings customer care to an international standard

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9 Nov 2017

Farnek Group, has successfully completed certification for its customer contact centre complying with newly developed ISO 18295, from the International Organisation for Standardisation.

The ISO 18295 certification specifies service requirements for customer contact centres and provides a framework for efficiency of service and provisions and management for consistent customer service. These include communication with customers, complaint handling and employee engagement, while also providing guidance on the type of information Farnek needs to provide to achieve high levels of customer engagement and to ensure customer expectations are being met.

Commenting on another milestone achievement for the company, Lukas Eigenmann, COO, Farnek. said: “Achieving ISO 18295 underscores our commitment to providing the best possible service while also ensuring continuous development and performance improvement.

“This certification recognises our commitment to our customers; it can, on occasion be frustrating when calling a contact centre, especially when you have to go through a series of complicated options to only come to a dead-end, or when you want to speak to somebody but are unable to get through. Our customers can take confidence from the fact we have implemented the measurements to provide a consistent level of performance.”

In total, the process took four months to complete. Farnek, through a process of documentation of current activity and implementation of improved systems, were able to meet and exceed the standards required to achieve ISO accreditation.

Babar Hussain, Farnek’s HSEQ Manager, said: “This was an excellent example of the team pulling together and working tirelessly to achieve this international standard. Now that the accreditation is official, although extremely gratifying, the next step is to ensure that we not only maintain these high standards we constantly look at further ways in which we can improve.”

Farnek, has been recognised for its quality several times by the FM industry’s leading standards’ bodies. In addition to the ISO 18295 award, Farnek has been accredited by NICEIC, the UK’s National Inspection Council for Electrical Installation Contracting; the UK-based authority, The British Institute of Cleaning Services (BICSc) - Farnek now has eight members of staff with this sought-after cleaning certification, in recognition of providing the most advanced, comprehensive and stringent set of standards within the cleaning industry.

Farnek ensures a systematic and measurable approach to excellence being a member of the European Foundation for Quality Management (EFQM) and adopting their excellence fundamentals. Farnek also complies with the standards set out in ISO 9001, OHSAS 18001, ISO 14001 and ISO 55001, required for Integrated Management Systems (IMS).