TÜV AUSTRIA Hellas, the leading certification, testing and inspection organization in Greece, has awarded Mellon Technologies dual certification according to the international standard ISO 18295:2017. This distinction confirms Mellon Technologies’ commitment to delivering high‑quality services in the field of Customer Contact Centers (CCC), offering an enhanced and consistent experience for end users.
TÜV AUSTRIA audited and certified Mellon Technologies for both parts of the standard:
- ISO 18295-1: Concerns the requirements for Customer Contact Centers themselves, focusing on staff management, infrastructure and performance indicators (KPIs).
- ISO 18295-2: Concerns the obligations toward client‑organizations that use the center’s services, ensuring proper communication and optimal process design.
By implementing ISO 18295, Mellon Technologies strengthens its internal processes, reduces the risk of complaints and gains a significant competitive advantage in both the Greek and international markets. The certification of the full range of services offered to its clients is a strong evidence of the company’s operational efficiency and its ability to reliably meet modern multichannel requirements (phone, email, chat). At the same time, it confirms the organization’s high level of commitment to communication management and the continuous enhancement of the customer service experience.
Mr. Ioannis Kallias, Country Manager of TÜV AUSTRIA in Greece, stated: “In an environment where customer experience determines the success of every business, Mellon Technologies demonstrates in practice that it invests in quality, transparency and continuous improvement. At TÜV AUSTRIA, we remain committed to providing certifications that create real value and strengthen the credibility of our partners.”
Mr. Haris Konstantinidis, CEO and Board Member of Mellon Technologies, stated: “The ISO 18295 certification of Mellon Technologies marks a milestone for the customer service sector in Greece. The dual ISO 18295 certification confirms our dedication to delivering high‑standard services. For us, quality in customer service, combined with business continuity and security, is a non‑negotiable priority and a key strategic advantage in the market.”
Mr. Angelos Angelidis, CCS & BPO Business Line Head of the Mellon Group and Board Member of Mellon Technologies, stated: “The ISO 18295 certification validates our team’s daily commitment to delivering high‑quality and reliable customer service. At Mellon Technologies, we continuously invest in our people, processes and technological infrastructure, aiming to ensure a consistent and high‑level experience for every customer.”
By implementing ISO 18295‑1 and ISO 18295‑2, TÜV AUSTRIA Hellas strengthens the evaluation framework for companies providing customer service, with particular emphasis on the critical area of customer experience and overall service quality. With a highly qualified team of auditors, TÜV AUSTRIA Hellas possesses the expertise and capability to undertake the assessment and certification of customer service management systems in companies applying these standards.