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Why is the ISO 2700 standard important for call center outsourcing?

call center security

What is ISO certification?

In the dynamic business world, companies are constantly seeking ways to improve their services. Call center outsourcing for call handling has become a popular strategy for effective customer interaction management. The security and quality of these services are paramount. Why are ISO certifications, such as ISO 27001 and OHSAS 18001:2007, crucial for business processes outsourcing, such as call center services? In this material, we provide answers to this and other questions regarding international information security standards.

ISO (International Organization for Standardization) is a series of international standards developed by a non-governmental organization for standardization. These standards cover almost all aspects of technology and production. The main goal of ISO is to promote standardization and ensure international cooperation in the field of standardization. The idea of creating ISO arose from the need to develop and approve international standards that would facilitate trade and technology exchange between different countries and organizations.

In simple terms, ISO is a set of procedures, methods, protocols, plans, reports, and other documented processes combined into a system with the aim of ensuring the quality of a company’s work and continuously improving this quality.

The particular value of ISO standards lies in their flexibility, which allows companies to implement improvements while ensuring the highest level of quality and safety.

Why do call centers need ISO certification?

To better understand the answer, ask yourself this question: would you spend money on a new device if it didn’t meet all quality and safety requirements? You wouldn’t want to risk it, right? That’s why businesses prefer to work with ISO-certified companies.

ISO certificates confirm that an organization complies with the standards set by the standards development body. This body consists of representatives from various national standards organizations.

ISO certification for a call center can be important to confirm compliance with international quality standards. This helps build trust with customers, improve service quality, and optimize management processes.

ISO 27001 certification: information security protection

Now let’s find out what ISO 27001 certification means and what processes it controls.

ISO 27001 certification: meaning

ISO 27001 is a globally recognized standard that focuses on Information Security Management Systems (ISMS). Simply put, ISO 27001 is a standard that establishes a set of measures and procedures to protect the confidentiality, integrity, and availability of information, as well as to manage risks in the context of client data.

ISO 27001 certification controls

ISO 27001 certification controls the Information Security Management System within an organization. It ensures the implementation and compliance with standards and requirements for protecting the confidentiality, integrity, and availability of information, as well as risk management. From encryption methods to access control, it ensures that your data remains confidential, intact, and accessible only to those authorized to access it.

OHSAS 18001:2007 – safe and healthy environment for call centers

OHSAS 18001:2007 is a standard for Occupational Health and Safety Management Systems. In the context of customer service call centers, this standard defines requirements and processes aimed at ensuring the safety and health of call center employees. It includes aspects such as identifying health risks, implementing preventive measures, training staff, and complying with occupational health legislation.

The role of ISO 27001 in call center outsourcing

Outsourcing call center operations involves entrusting an external partner with your customer interactions. ISO 27001 serves as a quality mark, ensuring that your outsourcing business partner adheres to the highest standards of information security and confidentiality. Here’s why ISO 27001 certification matters for call center outsourcing:

ISO 27001 ensures enhanced security measures

ISO 27001 requires a secure framework for data preservation. If your call center outsourcing partner holds ISO 27001 certification, it means they have implemented rigorous measures to safeguard your data from potential threats.

ISO 27001 builds customer trust

The presence of ISO 27001 certification enhances the trust of your customers. They need to know that the company handling service functions has ISO 27001 certification. This assures your customers that their information is in safe hands, promoting a sense of reliability and credibility for your business.

ISO 27001 ensures service continuity

In technical customer support, ensuring uninterrupted service is crucial. ISO 27001 helps establish business continuity and quick recovery plans. This means that your technical support outsourcing service understands physical and network threats, ensuring uninterrupted service to your customers.

ISO 27001 ensures legal compliance

The rapid advancement of technology and the increase in digital data volumes lead to frequent changes in data protection regulations. ISO 27001 certification helps call centers maintain compliance with legal requirements. This not only protects your business but also ensures that your customers’ data is handled in accordance with legislative requirements.

Outbound contact center services and ISO certification

ISO certification for outbound call centers is significant for several reasons. Firstly, certification confirms the compliance of the contact center with international standards of security and quality, which is important for clients and partners. Secondly, having an ISO certificate can be a competitive advantage, helping to attract new clients and retain existing ones by demonstrating a high level of data processing and customer service standards.

ISO 27001 certification: building trust in call center outsourcing

For companies seeking reliable back office outsourcing, particularly for call center services, ISO certification holds significant weight. Certifications like ISO 27001 and OHSAS 18001:2007 establish a fundamental trust between outsourcing providers and their clients.

These certifications demonstrate a commitment to secure information management and employee well-being, two critical factors in today’s data-driven landscape. By implementing robust information security policies and fostering a safe and healthy work environment, certified providers position themselves as ideal partners for businesses entrusting them with sensitive customer data and interactions

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Фахівець з маркетингу компанії Global Bilgi
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