Standards, Processes

United Call Centers aims to create a compliant infrastructure and IT environment that meets international standards and all data security requirements. Our employees work in accordance with ISO9001:2008, ISO 27001:2013 and PCI-DSS 3.1 standards, using the latest cloud-based technologies.

All our services follow precisely documented standard operating procedures (SOPs). We implement these based on ITIL framework practices to ensure that services are designed from the outset to meet strategic objectives and ensure a seamless implementation.

SOP

United Call Centers design and implement their services according to Standard Operating Procedures (SOPs) in accordance with the ITIL framework. Our management team can provide ready solutions to our partners in days, depending on the size and complexity of the project. Every project is lead by an Account Manager acting as a Single Point of Contact (SPOC) in customer relationship management. SOPs further define the individual and co-operative work of UCC's departments. These include accounts and back office functions such as HR, recruitment, finance and payroll, sales and marketing activities.

ITIL

ITIL (Information Technology Infrastructure Library) practices are widespread across the business services sector. Using it helps United Call Centers to create strategy, plan, implement, and operate services uninterrupted, in an organised and effective manner. Based on our continual service improvement approach we strive to consciously and proactively explore opportunities to increase efficiency, and make recommendations on introducing developments.

ISO 27001

United Call Centers Ltd. is operating their Information Security Management System in compliance with ISO 27001:2013 certificate in the scope of Information Security System Related to Call Center Services activities.

IT Security

United Call Centers operates secure, reliable call center software systems in the cloud according to the latest technology. These systems use firewall and antivirus protection, penetration prevention, they are allow maximum security and operate according to BCP/DR requirements. Our domestic and international services are protected by the use of multiple different security measures. We protect the data and information of our clients and our company in light of the current Information Security Policy (ISP).

We protect information based on the level of confidentiality using password protection, 2FA, and encryption. Our systems are protected from illegitimate access via logical separation of access levels, monitoring tools, and virtualisation. Our colleages receive information security awareness trainings in addition to service trainings, which contains the most important expectations and requirements to maintain security. The dedicated IT and compliance manager is responsible to adhere to the above requirements.

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