UNI 11200 Certification - relations with clients, consumers and citizens throughout contact centers

UNI 11200 Certification - relations with clients, consumers and citizens throughout contact centersUNI 11200 Certification - "services for relations with clients, consumers and citizens throughout contact centers – operational requirements for application of UNI EN 15838:2010" defines parameters for service requirements provided by contact centers.
With this certification, the contact centers can guarantee minimum quality standards which fulfill all the users’ needs and expectations.
It establishes reference parameters of service requirements provided by contact centers, guaranteeing an objective assessment of service quality regardless of the model or technology applied.



The benefits are:

  • Demonstrate coherence with obligatory requests;
  • Raise trustworthiness of your clients;
  • Guarantee communication and transparency of quality services which, thanks to the third-party monitoring activity , get credibility and pertain to the “service certification – process” scheme;
  • Better ability to adhere to legal requirements;
  • Possibility of competing in foreign markets with an objective warranty of organization quality;
  • More likeliness of winning national and international tenders;
  • More possibility of getting clients;
  • Improvement of the company image;
  • Monitoring and cost-cutting.

The most important parts of the certification process are:

  • Definition of the purpose of certification;
  • Pre-audit (optional); Gap-analysis and diagnosis of current situation in comparison to standards. The objective is to evaluate the process conformity to the requirements of Quality Assurance. The main phases of Gap analysis include:
    • Purpose definition;
    • Audit;
    • Non-conformity reports and opportunities for improvement;
  • Certification audit;
  • Certificate issue, valid for three years;
  • Monitoring audit, in order to check the conformity maintenance is kept up to the standards and continuous improvement;
  • Three year validity - when expired, the certificate can be renewed in accordance with the abovementioned procedure.