Quality assured deliveries

To ensure that our delivery meets our clients’ expectations, H1 has implemented and has been certified according to a number of ISO standards.

ISO 18295 – The contact center industry’s standard to guarantee agreements relating to KPIs and service information
ISO 9001/14001 – Certified quality and environment management systems that guarantee continuous improvements, target-orientated management and long-term quality work
ISO 27001 – a European standard for management systems when it comes to matters relating to information security that provides us with secure handling of our clients’ information assets and assessment and processing of information security risks

Quality-assured working processes, along with our employees and the Happy philosophy, form the basis of our delivery.

ISO 18295-1

Secure on-boarding for successful results

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

Quality-assured start-up process
Tools for thorough analysis of the nature of the assignment
Short, flexible working process
Orderly flow, execution and reports

What is ISO 18295-1

ISO 18295-1 is a standard that aims to guarantee a customer contact center’s commitments toward its clients and customers. The standard has been developed in collaboration with the industry with the aim of defining standardised and proactive work processes and KPIs to increase the quality of service in the industry. It helps to clarify expectations for clients and employees, enables results to be managed and leads to satisfied customers and clients.

ISO 18295-1 deals with requirements and guidelines for main processes in a customer contact center: customer relationships, leadership, personnel, business processes, infrastructure as well as the relationship with the client.

The application of ISO 18295-1 enables H1’s clients to define and document H1’s commitment to the assignment in a simple, structured manner. This applies in particular to guidelines for the relevant KPIs and service information in the assignment. Examples include working procedures, processes, service volumes, roles and responsibilities, forecasts, planning and escalation.

ISO 27001

Secure handling of information assets

Guaranteeing secure handling of our clients’ and their customers’ information assets is of basic importance in all H1’s deliveries. In order to fulfil this, H1 works according to ISO 27001, a standard for management systems for information security. It involves continuous work on administrative and technical security. The cornerstones are accessibility, accuracy and confidentiality of all information.

ISO 27001 certification in brief

Secure handling of the clients’ information assets
Secure processing of customers’ personal data
Quality guarantee through third-party certification
Continuous work on administrative and technical security

What is ISO 27001?

The SS-ISO/IEC 27001:2017 standard is a European standard for an Information Security Management System (ISMS). The standard specifies the requirements for design, introduction, maintenance and constant improvement of a management system.

The standard also includes requirements for assessment and management of information security risks. It can also be used for assessment of an organisation’s ability to comply with information security requirements, both internally and by external parties.

H1’s practical application of 27001 consists of ensuring that the business’ information is:

Confidential – Information must not be made available or disclosed to unauthorised persons
Accessible – It must be possible to use all information to the expected extent and within the required period
Accurate – Information must be accurate, up-to-date and complete

The application is based on continuous work on technical and administrative security.

Administrative security consists of formal and informal security. Formal security relates to matters such as encryption, authentication and perimeter protection. Informal security relates to awareness, security culture and policies.

Implementation of ISO 27001 and certification by an independent party ensures that H1 carries out systematic, continuous work to protect our clients’ information assets in existing assignments. The standard’s requirement for continuous improvements means that H1 is also well equipped for constant changes in technology and communication channels from an information security perspective in the future.

Would you like to find out more about H1’s application of information security?