Friday September 2,2011 : Exceptional service certification awarded to horserace betting call centre
The former-French gambling monopoly Pari Mutuel Urbain (PMU) has been certified by Association francaise de Normalisation (AFNOR), a French national organisation and its International Organisation for standardisation member body that distinguishes exceptional service and provides a guarantee of trust in the country.
The NF Service – Customer Relation Centre certification is a guarantee of quality and safety and has been awarded to PMU for its horserace betting call centre. The company claims the certification as the first AFNOR certification awarded to an operator in this market.
The PMU complies with NF Services' rigorous performance and service expectations along with a high level of professional, well-trained service employees.
A company spokesperson confirmed that PMU had received over one million phone calls over the past year, an average of 3000 calls a day and has maintained a 94 percent success rate in supporting each call within 30 seconds.
AFNOR Certification criteria on an international services delivery network revolves around four core competency areas: standardisation, certification, industry press, and training.