Call Center Industry Advisory Council (CIAC)

Introduction
CIAC is the worldwide standards and certifying body for customer care and support centre professionals. The not-for-profit CIAC is dedicated to advancing the business of customer care and support centers by fostering a class of leaders and managers with specialized expertise.

Godrej Upstream’s CIAC initiative
Through our initiative to achieve industry-established standards and professional certification, CIAC helps the executives and managers in our organization become role model leaders who create top performing centers. The pursuit for CIAC Certification provides the roadmap to raise centre performance in those mission-critical areas most linked to bottom-line results and provides a framework for continual learning and professional advancement.

Godrej Upstream has the necessary ingredients to establish itself as a regional center of excellence in the delivery of call center Travel solutions, and CIAC certification will ensure our industry professionals can support this.

CIAC Advantage over other Contact Centers
• Provides us credible criteria for making hiring decisions, evaluating performance, and determining our training needs.
• Reduces our staff turnover / attrition – helps to ensure "right fit" from the start.
• Increases productivity, employee morale and commitment.
• Provides job mobility and increased career paths within our Organization.
• Reduces training costs – learning is directly related to the job.
• Promotes a professional image throughout the enterprise and to customers.
• Demonstrates a commitment to performance excellence.