The Swedish Contact Center company H1 Communication AB continues to strengthen its BPO offering. Based on the Contact Center industry’s own standard ISO 18295-1 and the intensive work with GDPR during 2018, H1 has now implemented a quality management system according to ISO 9001 and the industry critical ISO 27001, information security standard.
H1 has noticed a growing demand for increasingly complex assignments where factors such as GDPR, digitization and automation drive development. Consequently, the market’s expectations for structured and secure management of data and information are continuously increasing.
– The core of a Contact Center supply is to manage our client’s information assets, something that our clients should feel 100% confident with. Using third party certification according to ISO 9001 and specifically ISO 27001, we get an independent quality control on our BPO delivery, says Mattias Lööv, H1’s CEO.
Digitalization matched with trends in consumer behavior drives increasing expectations in rapid service in many channels and with high demand on personal privacy. Therefore, customer service needs to quickly and safely handle data and at the same time manage an increasing change-rate in products and services cause by digitalization. By implementing and certifying a quality management system, H1 can ensure continuous focus on quality and information security thanks to an annual external audit process.
– From a technical perspective, the trend is currently to improve accessibility and to implement AI and automation. A prerequisite for successful automation is high quality of data and in this process the management system is our backbone. The practical implementation of ISO 27001 means to continuously work with our technical and administrative security. The core of ISO 27001 is to ensure that information assets has the right Confidentiality, Accessibility and Correctness, says Magnus Larsson, CIO at H1.
H1 Communication is a Scandinavian Contact Center with European partners that primarily offers outsourcing of customer service, technical support and answering service. The product portfolio also includes, CRM – Strategic consulting, PKI services and WFM – Work force management. All services are offered in all Nordic languages operating 24 hours, 365 days a year.