Ayvens Contact Center receives Quality Seal from the Portuguese Association of Contact Centers
Ayvens, a leading company in the national car-as-a-service and mobility solutions market, has been awarded with the APCC Quality Seal by the Portuguese Association of Contact Centers (APCC). Ayvens' customer service was rated highly, with a score of 91.33%.
The main aim of the certificate is to encourage good management practices in contact centers, seeking to improve the image of the sector and strengthen its credibility in the market and among consumers. The APCC Quality Seal also promotes the self-regulation of national and international contact center services operating in Portugal.
Through this mechanism, the APCC quantitatively assesses the performance of contact centers, analyzing more than 180 functions specific to the services. The seal is only issued to contact centers that comply with more than 70% of the controls submitted for examination. The performance of each center is measured according to seven metrics that define the quality of the service provided:
- Corporate Profile (Organization Facilities and Certifications);
- Processes (Operating and Support Processes);
- Performance Level (Transversal and Specific Indicators);
- Monitoring Program (Auditor Monitoring and Evaluation);
- Human Capital (Retention, Incentives and Satisfaction);
- Training and Development (Initial and Continuous Training);
- Technology (Operations Support Technology);
- Sustainability (Environmental, Energy, Process and People).
Receiving the APCC Quality Seal is proof that, in all areas, Ayvens strives to be a leader and is always close to the Customer, prepared to support them at all times.
