The entire Tikit Hampshire support teams are now ISO9001:2008 certified after Aldershot joined Fareham in holding the accreditation. Bureau Veritas, independent auditors, carried out a series of rigorous audits before awarding the certification. The 16-strong support team, who deal with over 1,750 calls per month from the extensive Tikit Partner for Windows and Firmware client base, are proud to receive this further endorsement of their quality management processes. ISO9001:2008 certification indicates that Tikit excels in these quality management areas:
- Market leading Customer focus
- Involvement of people
- Process approach
- Systems approach to management
- Continual improvement
- Fact based decision-making
Simon Hill, Tikit COO, said “We’re extremely proud of our support teams at Tikit. They consistently achieve outstanding satisfaction survey ratings, averaging 94% over the last 12 months. ISO9001:2008 certification is an extremely important aspect for Tikit that demonstrates how seriously we take the delivery of excellent customer service.”
All aspects of call handling procedures and management controls were reviewed – with support analysts tested to vouch for the uniformity of procedure and the auditors ratifying that Tikit use clear and concise communication with the client base.
As part of the accreditation, clients participate in satisfaction surveys – in the last twelve months 94% of Tikit’s customers reported that the support delivered had either met or exceeded the high expectations they have with the service. In one of those surveys, Mohamed Blori from Dowse & Co summarised recent performance in this comment: “Recently Tikit was acquired by BT. We were very concerned that this would lead to less prompt and personal service but to date the customer service has been the same as prior to the acquisition, i.e. excellent.”.