WINSOURCE BAGS FIRST ISO 9001:2008 FOR CALL CENTER

Winsource Solutions Inc., a BPO company under the Winace Holdings owned by Mr. Teodorico Haresco, bagged the honor and made history as the first call center in the Philippines to have been certified under the IS0 9001:2008 standards by the US-based ABS Quality Evaluations Company. This was proudly announced by ABS Country Manager James Chan (left) at the ABS Regional Headquarters in Singapore as he awarded to Dr. Patrick Azanza (right), Winsource President and CEO, the call center’s ISO  Certificate No. 44291 effective January 13, 2010. All BPO and call center companies in the Philippines seek ISO certification as a stamp of quality and management excellence in order to assure clients of global standards and services.  Winsource provides voice, non-voice, in-bound, and out-bound services to clients from USA, UK, Australia, Canada, New Zealand, Spain and other Asian countries.

 

 

 

 

 

Winsource Signs Up ABS Quality Evaluations for ISO 9001:2008 Certification

Premier business process outsourcing company, Winsource Solutions, Inc., a subsidiary of Winace Holdings Philippines, Inc. of businessman Teodorico T. Haresco, Jr., signed up ABS Quality Evaluations, an ABS Group Company, to audit its quality management system as it bids for ISO 9001:2008 certification.

 

ABS is the certifying body of, among others, multinational corporations like Siemens and BASF, and of the United States government. A certification from ABS means Winsource Solutions, Inc. gets the gold stamp for its Quality Management System (QMS).

Singapore-based ABS country manager James Chan and ABS Philippines Business Development Manager Rey Anthony Napay visited Winsource Solutions Inc. offices for a ceremonial agreement signing. ABS also contracted a third party associate lead auditor, Altus Spera’s Severino Villalon, to provide expert knowledge of ISO 9001:2008 International Standards as Winsource meets compliance requirements.

Winsource President and CEO Dr. Patrick Azanza, who is also the Quality Executive Officer for the ISO certification project, is confident that Winsource will receive the certification, and will in fact be the first business process outsourcing company in the Philippines to receive an ISO 9001:2008 certification. “As a wholly Filipino owned company, I feel very proud. The certification tells the world that we are at par with multinational corporations when it comes to efficiency in our processes. Our clients will have greater confidence in us. Being ISO 9001:2008 certified will allow us to bite into the bigger inbound market, with most US-based inbound accounts requiring ISO certification from its service providers.”

 

Dr. Azanza shares that the whole Winsource family, from process owners to call center agents, pushed the wheel to meet rigid compliance requirements. With him are Quality Management Representative William Sai, a Quality Manager whose previous work was with the ADB, documentation assistants, and process owners from operations, audit, training, administration, and recruitment. The whole team spent sleepless nights over the past two months undertaking the rigorous review and streamlining of processes, and standardizing process manuals with the end result of delivering total quality and efficient service to the company’s inbound, outbound, voice and non-voice clients.

 

“The Management Committee was up to the challenge. We also had the full support of our Chairman in terms of funding and direction. There were no stumbling blocks. In a way, this is an unusual feat because we were able to finish the review, documentation and training on the international standards of our processes in just two months,” Dr. Azanza shares.

 

ABS’ Chan is confident that Winsource will be one of the first few ISO 9001:2008 certified call centers in the Philippines. “Just by looking at the numbers, we can easily say that if there are other call centers who want to upgrade from version 2001 to 2008, they will be able work on it in time for a certification next year. Being ISO certified by ABS does not mean a one-time process. The greater work is when we monitor Winsource’s implementation of the ISO standards next year.” For his part, Rey Napay finds Winsource impressive. “When I first heard about Winsource I thought it was start up. When we started reviewing your manuals, I realized they were very mature. Also, the people here are very dedicated. I can say that Winsource is at par with other established call centers.” Jun Villalon shares, “I have three words for Winsource: Promising, dynamic, and responsive. I’ve seen other smaller call center companies, but your response time as we worked on the compliance materials together was fast.”

 

Winace Holdings Philippines Inc., Internal Auditor Alvin Balleber, who was involved in the ISO certification project, looks forward to raising the bar at work. “The certification process helped improve work processes a lot; it helped me stick to the standards.”

The Call Center Association of the Philippines, of which Winsource Solutions, Inc., is a pioneer member, reports that out of 200 member call centers, only 20 are ISO certified.

The ISO 9000:2008 certification created a wave of change from among the Winsource workforce. “Our agents on the floor are excited and driven to excel knowing that their company is taking steps towards quality and efficiency.” With the ISO certification on hand, Dr. Azanza says Winsource is ready for the international road show, showcasing itself as truly a world class purely Filipino call center.