In the world of business process outsourcing (BPO), where efficiency and quality are crucial, certain certification are an important element that proves these traits and more.

With an unwavering commitment to delivering exceptional services, We Are Fiber proudly holds the esteemed ISO 9001:2015 certification for its outstanding Quality Management System (QMS).

As a leading provider of overflow management and call center solutions in Albania and beyond, we have proudly set the benchmark for excellence in the industry.

What is exactly is ISO 9001:2015?

ISO 9001:2015 is an internationally recognized standard for quality management systems (QMS) developed by the International Organization for Standardization (ISO). It provides a framework for organizations to establish quality management processes, enhance customer satisfaction, and continually improve their overall performance.

The ISO 9001:2015 standard emphasizes a customer-centric approach, focusing on meeting customer requirements and delivering consistent, high-quality products or services. It sets guidelines for organizations to define and document their processes, implement quality control measures, monitor performance, and address any non-conformities. By adhering to ISO 9001:2015, we have demonstrated our commitment to quality, gained customer trust, and enhanced our competitive advantage.

We Are Fiber's attainment of ISO 9001:2015 certification speaks volumes about our dedication to excellence and the top-notch BPO services that we provide.

When did We Are Fiber got certified?

We Are Fiber obtained the ISO 9001:2015 certification after undergoing a rigorous evaluation process to demonstrate compliance with the standard's requirements. This achievement signifies that the company has established a strong foundation for quality management as an outsourcing service provider, ensuring that its services consistently meet and exceed client expectations.

What changed for We Are Fiber, after obtaining the certification?

By embracing ISO 9001:2015, We have certainly elevated our position in the outsourcing industry.

Obtaining the ISO 9001:2015 certification has brought several positive changes for We Are Fiber, enhancing our operations, reputation, and overall business performance. Here are some key aspects that have changed for the better after the certification:

1. Streamlined Quality Management Processes

The ISO 9001:2015 certification has done a thorough evaluation and documentation of WAF's processes. This has allowed the company to identify areas for improvement, streamline workflows, and establish standardized procedures throughout the organization. As a result, We Are Fiber has achieved greater operational efficiency, reduced errors, and improved overall productivity.

2. Heightened Customer Satisfaction

ISO 9001:2015 places strong emphasis on customer satisfaction and meeting customer requirements. With the certification, We Are Fiber has further solidified its commitment to delivering excellent customer service. The implementation of rigorous quality control measures ensures that clients receive consistent, high-quality services, leading to enhanced customer satisfaction and loyalty.

3. Continual Improvement Culture

The ISO 9001:2015 certification promotes a culture of continual improvement within an organization. We Are Fiber has embraced this philosophy and actively seeks opportunities to enhance our processes, systems, and services. Regular internal audits, performance evaluations, and customer feedback have improvement the company significantly over the years.

4. Competitive Edge and Trust

Attaining the ISO 9001:2015 certification has positioned WAF as a trusted and reliable partner in the BPO industry. The certification serves as tangible proof of our commitment to quality management and globally recognized standards.

Clients have complete confidence in the company's ability to deliver high-quality services and effectively manage overflow situations, allowing businesses to focus on their core operations without compromising customer experience.

5. Stronger Organizational Structure

The certification has necessitated the establishment of clear roles, responsibilities, and authorities within We Are Fiber's organizational structure. By defining these parameters, the company has improved communication, decision-making processes, and accountability at all levels. This has led to greater clarity, efficiency, and effectiveness in managing our overflow management and call center services.

Is this certification valid forever?

No, this certification is not a lifetime one. ISO certifications, including ISO 9001:2015, have a specific validity period and require regular audits and re-certifications to maintain their validity. The certification body that issues the ISO certification typically conducts surveillance audits at regular intervals, usually once a year, to ensure that the organization continues to meet the requirements of the standard.

During surveillance audits, the certification body assesses the organization's ongoing compliance with the ISO standard, reviews any updates or changes to the organization's quality management system, and verifies the effectiveness of corrective actions taken. These audits help to ensure that the organization maintains the necessary processes, practices, and systems to uphold the standards outlined in the ISO certification.

That being said, to maintain the ISO 9001:2015 certification, We Are Fiber, like any other organization, undergoes periodic audits and successfully demonstrates the adherence to the standard. The specific requirements and frequency of surveillance audits may vary depending on the certification body and the terms agreed upon during the initial certification process.

It's important for organizations to actively manage their quality management systems and continually improve their processes to meet the evolving needs and expectations of customers and the ISO standards. By doing so, they can maintain their ISO certification and reap the associated benefits of enhanced credibility, customer trust, and operational excellence.

Proud of every milestone!

The certification is a testament to the company's proactive approach towards enhancing customer satisfaction and improving its performance. With each milestone reached, We proudly reaffirm our position as a leader, consistently setting new standards and pushing the boundaries of what is possible.

As we forge ahead, We Are Fiber remains driven by the passion for quality, innovation, and customer satisfaction, ready to embrace future challenges and exceed expectations. With every success, we solidify our reputation as a trusted partner and pave the way for even greater accomplishments in the dynamic world of BPO.

With ISO 9001:2015 (and more) at the core of our operations, you can confidently rely on We Are Fiber to provide exceptional BPO services!

Do not hesitate to contact us here for any questions you might have. We are happy to help and collaborate with you in the future!