Pentafon received World-Class recognition from the IMT by achieving certification in the Global CIC 2.0 Model, considered the highest level of this standard, which evaluates best practices in the industry at an international level.
The Global CIC 2.0 Certification Model is a quality standard for contact centers and customer interaction areas, designed to help organizations achieve high-performance results. It currently includes:
Best practices in CX and customer interaction areas
Guidelines for compliance with the Federal Law on Protection of Personal Data Held by Private Parties
Standards from ISO 18295, the international quality norm for contact centers
The MGCICv2.1 is a cross-functional model that requires the involvement and commitment of the entire organization. Since it goes beyond operational elements, it fosters the comprehensive and sustained development of the organization. An added benefit is the ability to benchmark against other certified organizations, providing a reference point for competitiveness and maturity through four certification levels:
Certification Levels:
Level 1 – Development: Beginning the evaluation and improvement process; drivers not aligned with strategic definition; partial understanding of environment, customer, and market; process-oriented.
Level 2 – Reliable: Evaluation and improvement in place; partial alignment of drivers with strategic definitions; focused on identifying opportunities in the environment.
Level 3 – Competitive: Drivers aligned with strategic definition; continuous improvement; sales-focused and market differentiation.
Level 4 – World-Class: Innovation-driven improvement; drivers and strategic definition fully aligned; customer-focused.
To obtain this certification, organizations must undergo a rigorous documentary and on-site audit, where they must demonstrate their Customer Interaction Quality Management System (SGCIC) and Personal Data Management System (SGDP).
To reach Level 4 – World-Class Certification, the following criteria must be met:
Implementation of world-class processes
Strict information security processes and controls
Continuous improvement programs for end-user service
Technological and innovation improvement processes
Focus on employee satisfaction
Excellence in customer satisfaction
Social responsibility actions
By obtaining this certification, Pentafon is recognized for its high level of maturity and competitiveness, and for its commitment to establishing a path toward excellence and continuous improvement.
Pentafon reaffirms its commitment to maintaining World-Class standards, helping its clients ensure quality and increase satisfaction.