In order to ensure that our delivery meets our clients’ expectations, H1 has implemented ISO 18295 – the contact center industry’s standard to guarantee agreements relating to KPIs and service information.
A quality-assured working process, together with our employees and the Happy philosophy, form the basis of our delivery.
The key to successful outsourcing begins with an effective start-up process. Using ISO 18295-1 as the starting point, H1 works according to a standardised quality-assured process. We do this to ensure that the right technology, work processes, agent training, staffing forecasts and statistical feedback are in place from day one.
ISO 18295-1 in brief
H1’s agents are representatives for our clients’ brands and reputation, around the clock, 365 days a year. In order to deliver the best possible customer care, H1 carries out systematic work according to a tried and tested method – H1’s own Happy philosophy. It is based on the fact that people who have job satisfaction and energy out-perform ordinary standards.
H1’s Happy philosophy
An agile approach makes it possible to keep up with today’s constantly changing world. Digitalisation and changing business models require continuous changes and improvements in technology, staffing and agent skills. An E-learning platform ensures that our agents gain the right expertise at the right time in an efficient manner.
As experts in customer service, H1 offers constant feedback to help bring about constant improvements for our clients. We also offer services in Analysis and Advice whenever there is a need for a more extensive overall view of specific areas for improvement.
Our agile methods provide you with