Process

From ISO certification to project management, our systems are engineered for your success. We rely on a mix of technology and tested practices to maintain a consistent approach to each client’s program. A critical step in our process is to ensure alignment throughout the organization on each program. This enables smooth transitions and the best possible outcomes – throughout each and every touchpoint.

Technology

CITADEL employs the most effective technology systems to deliver on-time and real-time results. These systems are cloud-based and fully integrated to lessen geographic risk and ensure business continuity – a must-have in today’s unpredictable world.

Certifications

We believe that a quality-based system reflects a deep commitment to our clients and their customers. We have invested in a number of certifications to create and maintain that system and deliver the highest level of service. From program initiation to close, our team works hard to ensure every touchpoint is secure and compliant.

  • ISO 9001-2008: CITADEL is ISO certified – a quality management system that is recognized and respected throughout the world.
  • PCI Compliant: This security standard ensures all sensitive data is processed, stored and transmitted within our safe, protected environment.
  • COPC: CITADEL’s management is VMO certified to this rigorous performance standard for leading contact center providers.

Project Management

From the moment your program is initiated, an experienced Project Manager will guide its success through planning, execution and closing. They provide continuity throughout our organization to ensure smooth transitions and eliminate information gaps. You’ll find our Project Management system is designed to maximize both internal and external resources while achieving your program’s goals.

Business Continuity Planning

Do you have a back-up plan for when disaster strikes? Planning for the unexpected is essential for uninterrupted customer service in a time of crisis. Even if you have an in-house contact center, your business can still be exposed to risk unless you have a secondary provider.

CITADEL has the technology and the resources to keep your business covered and your customers unaffected – all on our secure, reliable and redundant system.

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