Created by the International Organization for Standardization (ISO), its objective is to set international requirements for quality management systems and is considered a benchmark of excellence.
The Safelite Solutions contact centers are the industry leader in providing third party administration services to the property and casualty insurance industry, as well as the fleet industry.
"This ISO 9001 2000 Certification is a validation of the disciplines we have had in place for years and reinforces our commitment to provide the insurance and fleet industry and our customers with a consistent, superior claims experience," said O'Mara. "It ensures that our philosophies, customer service disciplines and standards of excellence are understood and embraced throughout our organization from senior management to each individual customer service representative."
To further reinforce the commitment to excellence, Safelite Solutions also announced the implementation of a new quality control system that will monitor and record 100% of the voice and the keystroke activity of their customer service representatives.
"This new tool allows us to provide more comprehensive coaching and guidance to our customer service representatives and provides additional validation that we are living up to our standards of excellence," O'Mara said. "We not only expect high quality in voice, but also in the integrity of the data we capture in the claims process."
This electronic benchmarking is possible through a software system provided by Verint Systems Inc., a leading provider of analytic software-based solutions for communications interception, networked video security and business intelligence.
Safelite Group is the parent company of Safelite Solutions, a third-party administrator of property and casualty claims; Safelite AutoGlass, the nation's largest provider of auto glass repair and replacement services; and Safelite Glass Corp., a leading fabricator of aftermarket windshields.