Protecting information is increasingly important. This is not surprising, as we hear daily reports of data breaches, hackers, and cyberattacks in the news. In customer service, the leakage of customer information is also something we hear about more frequently. Additionally, ContactCare strives for process perfection. To ensure this, both ISO-27001 and ISO-9001 certifications have been obtained.
At ContactCare, we process client and consumer data daily. Our ISO certification proves that the data of ourselves, our clients, and the consumers are in safe hands with us. We constantly monitor and improve the quality of our data and services, making it an integral part of our business operations.
Growth is a key driver for ContactCare. To achieve this in a structured and consistent manner, documenting processes is vital. We document these processes and descriptions, among other things, in AFAS. Through this system, everything in our organisation is managed, from HRM to CRM to documentation.
It is incredibly important to have our processes well-organised and to constantly work on quality improvement. With the ISO-27001 & ISO-9001 certificates, we now also demonstrate this, and we are, of course, extremely proud!
Together with the standardisation experts, we knew exactly what to expect at each step in the process. This made the implementation of these management systems very efficient, leading to certification within six months.
What does the certification entail?
ISO standards are international standards that guarantee a certain basic quality. An ISO certification is not just handed out. It involves months of preparation and assessment. An independent external organisation then assesses whether you, as an organisation, meet all the requirements 100%.
ISO 9001:2015
ISO 9001 ensures that organisations constantly work to improve the quality of products, services, or offerings. It requires a closed improvement cycle that aligns with the needs and expectations of our clients and partners. It also requires us to identify opportunities and risks and respond to circumstances that might impact the quality of our services. It is a tool to ensure flawlessness in internal operations within ContactCare and gives our clients confidence that we deliver what we promise (and more).
ISO 27001:2017
ISO 27001 is globally the most common standard for information security. This certificate demonstrates that your organisation meets the international standard for information security and that precautions have been taken to protect sensitive information.
Quality guaranteed
The ISO certifications are a quality assurance to our clients. We guarantee quality and good service. Our processes are all approved, we hold the official necessary certificates, such as the GDPR certificate, and annual checks always take place. To enhance product knowledge and customer insights, our employees are constantly trained, and much attention is paid to personal development. If something does not go as planned, we have clearly defined how we should handle complaints, ensuring they do not recur in the future.
Some positive points highlighted:
Translation of strategic objectives to departmental level and KPIs;
Guiding on KPIs during various meetings;
Training and mentoring of Contact Center staff;
Quality monitoring of Contact Center activities.
Every day a little better
Since we reformulated our core values earlier this year, many developments have passed by. Achieving ISO certification is an important part of our business operations. It enables us to indeed get better every day, and also to embed these developments into systems. This allows us to constantly improve processes and create room for innovation.
Therefore, develop yourself every day.
