PCG’s team in Poland completed its first audit for the national OK SENIOR Quality Mark program to evaluate and certify high quality services provided to elderly customers. The OK SENIOR Quality Mark certification program – the only one of its kind in Poland – was established by the Polish Institute of the Silver Economy to help seniors and their families quickly identify certified personnel, goods and services.
PCG’s initial audit effort focused on Orange Mobile Network Provider and its helpline for older clients. The audit involved analysis of call center statistics, documents and procedures, interviews with Orange employees and management, job shadowing, and secret client calls performed by a group of elderly customers (70 years or older), who were recruited specifically for the audit. Following the audit, Orange Mobile Network Provider received the first OK SENIOR certificate in the category “Senior citizens as consumers of goods and services.”
Click here to learn more about the OK SENIOR Quality Mark and certification process.
Polski