The certification confirms the company applies and will further develop an effective Information Technology - Service Management System supporting its Call Center Operation, always in compliance with the ISO 20000 standard.

ISO 20000 comprises two distinct parts: a specification for a service management system, and a code of practice. Together, these form a top-down framework to define the features of service management processes that are essential for the delivery of high quality services. Mellon Solutions has made all the necessary adjustments to its management practices at all levels, in order to achieve the high standards of the certification and has successfully passed the challenging evaluation conducted by an independent auditor.

Since the beginning of 2010, this certification has become mandatory for IT companies that cooperate with banks. Mellon Solutions is today one of the few companies in FYROM that has already attained the ISO 20000 certification, whereas its contact center is currently the first to provide outsourced call center services to financial institutions and have processes certified under ISO 20000.

"Achieving the ISO 20000 certification is a significant milestone for Mellon Solutions and underlines our unwavering commitment to customer satisfaction and continuous improvement," said the company's General Manager, Viktorija Nestoroska. "For the company, this translates into more effective management practices and reduction of any process inconsistencies. For our customers, it means enhanced service quality, tangible cost savings, optimized performance and an affirmation that the services delivered incorporate the industry's best practices."