{"id":2868,"date":"2024-05-08T09:52:30","date_gmt":"2024-05-08T07:52:30","guid":{"rendered":"https:\/\/staging.dekada.hr\/?page_id=2868"},"modified":"2024-12-19T15:24:01","modified_gmt":"2024-12-19T14:24:01","slug":"quality-and-environmental-management-policy","status":"publish","type":"page","link":"https:\/\/staging.dekada.hr\/en\/o-nama-za-partnere\/politika-upravljanja-kvalitetom-i-okolisem\/","title":{"rendered":"Quality and Environmental Management Policy"},"content":{"rendered":"
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The activity of a contact center encompasses providing various communication and customer support services through different communication channels. Contact centers play a crucial role in establishing and maintaining interactions between an organization and its users, providing support, information, or issue resolution.<\/p>

The main mission of Dekada komunikacije doo is to provide quality customer support to our clients and to be a link between our clients and their users. Our commitment is to take into account all the needs of the client and at the same time provide high-quality contact center services that meet or exceed their expectations, preventing negative environmental impacts with long-term environmental and economic sustainability of our business. The quality and environmental management system is extremely important for the Company's operations, and the responsibility for the implementation and improvement of the integrated management system lies with all employees of the Company.<\/p>

Our quality and environmental policy encompasses the following key principles:<\/p>

Operational Excellence<\/strong><\/p>

  • We are committed to providing a service that reflects our high quality standards.<\/li>
  • We work to provide faster, more efficient and professional support to our clients.<\/li>
  • We continuously seek feedback to improve the quality of service.<\/li>
  • We provide the necessary information and resources to achieve the set goals.<\/li><\/ul>


    Timely Response<\/strong><\/p>

    • All inquiries, requests, and complaints from end users are handled promptly and efficiently.<\/li>
    • Our aim is to ensure quick resolution of issues and customer satisfaction.<\/li><\/ul>


      High Service Quality<\/strong><\/p>

      • We ensure consistent service quality through careful management of all interactions with customers.<\/li>
      • All our agents are educated and trained to provide professional support and handle various situations.<\/li><\/ul>


        Continuous Improvement<\/strong><\/p>

        • We regularly analyze the performance of our contact center to identify areas for improvement.<\/li>
        • We implement measures for continuous improvement of service quality and process efficiency.<\/li><\/ul>


          Information Security<\/strong><\/p>

          • We protect the confidentiality of customer and client information and ensure secure handling of their data.<\/li>
          • All information is processed in accordance with relevant data protection laws and regulations.<\/li><\/ul>


            Compliance with legal regulations<\/strong><\/p>

            • We respect all relevant regulations and standards in the telecommunications industry and in the field of environmental protection and waste management<\/li>
            • We ensure that our procedures comply with the requirements of ISO 9001:2015 and ISO 14001:2015.<\/li><\/ul>


              Employee Engagement<\/strong><\/p>

              • We encourage teamwork and continuous education of our employees.<\/li>
              • We ensure that our employees are motivated to provide the best possible support to customers.<\/li>
              • Continuous education and awareness raising of employees and other stakeholders about the needs and desires of customers and environmental protection.<\/li><\/ul>


                Environmental protection system management<\/strong><\/p>

                • creating and maintaining an effective environmental protection system,<\/li>
                • avoiding or reducing additional burden on the environment and the occurrence of damages by applying preventive activities,<\/li>
                • continuously improving our energy and environmental efficiency,<\/li>
                • continuous reduction of total energy costs<\/li>
                • training our employees at all organizational levels in order to achieve and maintain awareness of their contribution to improving energy efficiency, protecting and preserving individual components of the environment,<\/li>
                • continuous improvement of the environmental management system through performance improvement.<\/li><\/ul>


                  This Policy represents a framework for setting goals in the Integrated Management System and plans for which the necessary information and implementation mechanisms will be provided.<\/p>

                  We will implement this Policy by meeting the requirements of the international standards ISO 9001:2015 and ISO 14001:2015.<\/p>

                  Dario \u0110ani\u0107, CEO
                  Dekada komunikacije d.o.o.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

                  Djelatnost kontaktnog centra obuhva\u0107a pru\u017eanje razli\u010ditih usluga komunikacije i podr\u0161ke korisnicima putem razli\u010ditih kanala komunikacije. Kontaktni centri igraju klju\u010dnu ulogu u uspostavljanju i odr\u017eavanju interakcija izme\u0111u organizacije i korisnika, pru\u017eaju\u0107i podr\u0161ku, informacije ili rje\u0161avanje problema Osnovna misija tvrtke Dekada komunikacije d.o.o. je pru\u017eiti kvalitetnu korisni\u010dku podr\u0161ku na\u0161im klijentima i biti spona izme\u0111u na\u0161ih klijenata i […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":33,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2868","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/pages\/2868","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/comments?post=2868"}],"version-history":[{"count":0,"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/pages\/2868\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/pages\/33"}],"wp:attachment":[{"href":"https:\/\/staging.dekada.hr\/en\/wp-json\/wp\/v2\/media?parent=2868"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}