The call center of Sutter Dialog GmbH & Co. KG is committed to sustainable quality management as a service provider for complex communication processes. Since 2011, the quality and professionalism of our services have been regularly analyzed and evaluated through extensive auditing processes conducted by the Hanseatic Certification Agency HZA. The certification according to DIN EN ISO 9001:2015 proves that all quality-related processes of our company meet the high requirements of a sustainable quality management.
Since the initial certification in 2011, our clients, our suppliers, the employees of our company and, last but not least, our company itself have benefited from the transparent documentation and continuous improvement of quality-related processes as well as compliance with the data protection guidelines relevant for customer contact centers.
To further optimize our service quality, an annual satisfaction survey is conducted among our customers. On the basis of the feedback received, we analyze criticism, suggestions for improvement as well as suggestions from our customers, define quality targets, introduce concrete measures for improvement and monitor their permanent implementation.
Our anonymous employee survey, which we conduct every two years, is an important tool for us to measure employee satisfaction and at the same time provides us with valuable information for sustainable improvement of the quality of our internal processes.
We also regularly have compliance with important quality criteria confirmed by the quality seal of Call-Center Essen e.V.. These include the extensive induction and training of our employees, appropriate remuneration for working hours, compliance with all the requirements of consumer and data protection legislation, and a low level of staff turnover compared with the rest of the industry.
