In a world where calls, chats, and emails are routed through various systems and servers, contact center security becomes crucial. This is especially true for the telecommunications industry and organizations that use an outsourcing model, which have enormous numbers of clients, complicated IT solutions, and secret data.
To maintain reliable and safe operations, contact centers use international standards, especially those from the ISO series. In this post, we will go over which certifications are deemed important, what they control, and why they are necessary nowadays. In layman’s terms, we’ll explain what ISO/IEC 27001, 27701, 9001, 22301, and 20000-1 mean, as well as how these standards affect contact center operations.
ISO/IEC 27001: The Core Standard for Information Security
ISO/IEC 27001 is an international standard that defines the requirements for establishing, implementing, maintaining, and continuously improving an Information Security Management System (ISMS) within an organization. It’s not just a checklist, but a systematic approach to protecting the confidentiality, integrity, and availability of information.
What Does ISO/IEC 27001 Cover?
The standard covers a wide range of information security areas, including but not limited to:
| Area | Description |
|---|---|
| Risk Management | Identification, assessment, and treatment of information security risks. |
| Organization of Information Security | Defining roles and responsibilities. |
| Personnel Security | Training, awareness, and disciplinary measures. |
| Asset Management | Classification of information, responsibility for assets. |
| Access Control | Managing access to information, systems, and networks. |
| Cryptography | Use of encryption to protect data. |
| Physical and Environmental Security | Protection of premises and equipment. |
| Operations Security | Protection from malware, backups, logging. |
| Communications Security | Network security and information exchange. |
| System Acquisition, Development, and Maintenance | Security across the system development lifecycle. |
| Supplier Relationships | Securing third-party relationships. |
| Information Security Incident Management | Incident response processes. |
| Business Continuity Management | Planning for disruption scenarios. |
| Compliance | Meeting legal and regulatory requirements. |
Why ISO/IEC 27001 Certification Matters for Outsourced Contact Centers
Client Trust
Having an ISO 27001 certificate assures customers that their data is in safe hands. This builds trust and simplifies the decision to collaborate, especially in projects involving sensitive information.
Regulatory Compliance
The standard helps organizations comply with GDPR, PCI DSS, and other regulations. This is essential for contact centers working with EU clients or operating in finance, healthcare, and other sensitive industries.
Risk and Incident Management
ISO 27001 requires companies to identify and manage risks — from data breaches to cyberattacks. This enables teams to prepare for threats in advance and minimize potential damage.
Clear Processes and Improved Efficiency
Implementing the standard brings order to internal processes. Less chaos means fewer mistakes. This improves service quality and simplifies operational oversight.
Competitive Advantage
Participating in tenders or working with large international clients often requires certified partners. Holding ISO 27001 certification can be a decisive factor in winning contracts.
Ongoing Improvement
Certification involves regular audits, policy updates, and system reviews. This keeps the company continuously focused on maintaining high levels of protection.
Recommended reading: Two-Factor Authentication in Contact Centers: What It Is and How It Works
ISO/IEC 27701: Safeguarding Personal Data in Contact Centers
This standard builds upon ISO/IEC 27001, with a specific focus on privacy. It governs how a company should collect, store, process, and transmit personal data, ensuring compliance with privacy laws and protecting user rights.
ISO/IEC 27701 defines how an organization must manage personal data throughout its entire lifecycle:
- Rules and procedures for collecting personal data.
- Secure methods for data storage.
- Processes for handling and using personal information.
- Protected channels for data transmission.
- Secure deletion procedures.
This standard ensures that every step complies with relevant privacy regulations and respects the rights of data subjects.
Why ISO/IEC 27701 Is Critical for Contact Centers
Contact centers work with a large volume of personal data every day from names and phone numbers to addresses, banking details, or even medical records. That’s why a clear and enforceable data privacy policy is essential. ISO/IEC 27701 offers a proven, structured approach to help contact centers meet these requirements with confidence.
Outsourced contact centers often handle data on behalf of other businesses. In such cases, they act as data processors and must demonstrate strong access controls and data protection practices. ISO/IEC 27701 provides the framework to ensure they meet those obligations and prove it to clients, regulators, and partners.
ISO 9001: Ensuring Service Quality in Contact Centers
ISO 9001 is an international standard that defines the requirements for a Quality Management System (QMS). It is built on key principles such as continuous improvement, customer focus, leadership involvement, and data-driven decision-making. The goal of ISO 9001 is to ensure that a company consistently delivers products and services that meet customer and regulatory requirements while striving to improve customer satisfaction over time.
Why ISO 9001 Matters for Contact Centers
While ISO 9001 does not directly address information security (that’s the role of ISO 27001), it is essential for contact centers due to its focus on customer service quality and operational efficiency. For a contact center, ISO 9001 means having well-defined procedures for handling inquiries, resolving issues, managing complaints, and collecting feedback. It ensures that every contact center agent, regardless of project, follows the same high standards of performance. This consistency directly boosts customer satisfaction and loyalty.
ISO 22301: Business Continuity in Critical Situations
ISO 22301 is the international standard for Business Continuity Management Systems (BCMS). It provides a framework to help organizations anticipate disruptions, respond effectively, and recover quickly to maintain critical operations. The standard covers everything from risk assessment and continuity planning to recovery testing and continuous improvement. Its mission: to ensure business operations can continue even in the most challenging conditions minimizing downtime and loss.
Responding to Disruptions, Crises, or Cyberattacks
ISO 22301 prepares organizations for a wide range of unexpected events, from minor technical failures to large-scale cyberattacks or natural disasters. It requires the development of clear action plans that include:
- Business impact assessments and risk analysis.
- Identification of critical functions and resources.
- Continuity and recovery strategies.
- Incident response planning.
- Regular testing and updates to recovery plans.
These elements enable a company to quickly activate recovery protocols and maintain access to essential systems and data.
Why Business Continuity Is Vital for Contact Centers
For contact centers, business continuity is mission-critical. Any downtime can result in lost customers, reputational harm, and financial damage. ISO 22301 helps contact centers:
- Minimize service interruptions.
- Protect sensitive customer data.
- Maintain client trust.
- Fulfill contractual obligations, especially important for outsourcing partners.
By implementing ISO 22301, a contact center can restore operations swiftly, delivering uninterrupted service and safeguarding its reputation and financial stability.
You might be interested: Customer Service During Wartime: How Contact Center Outsourcing Can Help Keep Your Business Running
ISO/IEC 20000-1: IT Service Management in Contact Centers
ISO/IEC 20000-1 is an international standard that outlines the requirements for an effective IT service management system. It helps organizations plan, deliver, manage, and continuously improve their IT services to ensure quality and alignment with business needs. The standard covers the entire lifecycle of IT services from design and implementation to support and optimization.
What Does the Standard Regulate?
ISO/IEC 20000-1 defines a framework for managing IT services that are critical for the stable and secure operation of a contact center. It includes incident management, change control, configuration management, and ongoing maintenance all essential for service continuity and protection. A key focus of the standard is integrating information security into IT processes, directly supporting the broader concept of contact center cybersecurity. By following this standard, organizations can reduce the risk of service disruptions and ensure the reliability of their digital infrastructure.
Why ISO/IEC 20000-1 Matters for Contact Centers
Modern contact centers are highly dependent on technology ranging from custom software and VoIP telephony to CRM platforms. ISO/IEC 20000-1 ensures that the entire IT infrastructure operates reliably, securely, and efficiently, minimizing downtime and technical issues. Certification under this standard gives outsourcing clients confidence in the quality and resilience of the contact center’s technology backbone, which is essential for delivering uninterrupted customer service.
Final Thoughts
We have reviewed the key international standards that ensure the security and reliability of contact center operations. For easier understanding, here is a summary table:
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In today’s environment, compliance with international standards is not a competitive advantage. It’s a necessity for every modern contact center.
