Intergated management

Scope:

PLANNING, DEVELOPMENT, IMPLEMENTATION & RENDERING

of Contact Center Services.

• eValue International Quality Policy

  eVALUE International management has chosen a well-defined Quality Policy as means of the company’s continuous development.

  Through the implementation of the quality policy, the Company demonstrates its commitment to provide high quality contact center services for its partners in Greece,Romania and Europe aiming at providing cutting-edge, integrated, interactiveand personal communication services through an integrated environment for comprehensive management of all channels of communication, thus striving at maximum customer satisfaction excellence.

  Through the implementation of the quality policy the Company demonstrates its commitment to the following:

  Provision of services to meet the ever increasing needs and expectations of customers to their full satisfaction.

  Continuous efforts to improve the quality of services in order to increase competitiveness and ensure the confidentiality of data.

  Operation of the Company based on the principle of respect for human dignity and privacy.

  Compliance with all legislative obligations and partner requirements. Importance is given to preventive actions designed to build upon experience and daily observation in order to lead to the correct enhancement and improvement of customer service. Also, attention is paid to meeting current and anticipated training needs, training and qualification of the Company’s employees.

  The Company’s objective is to constantly modernize the computer system software in accordance with its technological developments, customer requirements and internal organization/operation. The Company’s position regarding quality management, as described above, sets objectives and reflects its commitment to fulfill requirements for quality management.The tool through which the Company implements, monitors and adjusts the Quality Policy is the Quality Management System. In order to implement the quality policy, the Company considers the active participation of employees in compliance, development, documentation of all procedures under the Quality System essential. All employees in the Company contribute to the effective implementation of the quality system and its continual improvement. The quality policy is communicated to all staff.

• eValue International Quality and Information Security Policy

  eValue International as a member of Cosmote eValue and ΟΤΕ Group is an Integrated Contact Center that offers innovative Customer Relationship & Experience Management and Business Process Outsourcing services. eValue International is capable to fully undertake the end-to-end design-to-implementation process for its customer’s strategies and operations. With 7,000 qualified individuals and facilities in Romania, with advanced technological infrastructure and a broad range of customer services, eValue International aims to create unique customer experiences, on a 24-hour basis, 365 days per year.

  The Company’s Management supports the establishment of an Information Security Management System (ISMS), that defines a security management framework to be applied as a control against accidental or deliberate actions, that may cause threat to the Company’s and its client’s information. The scope of the ISMS covers Operation of Contact Center Services.

  This security policy is bound by the Board of Directors, directors, supervisors and all employees of the company and aims to formulate security culture, as well as a manual for security actions protecting the confidentiality, integrity and availability of the Company’s and its client’s information. It also aims at the company’s customers and shareholders, for whom it serves as proof of transparency and credibility in security management – as security builds confidence. eValue International is committed to:

  • The ISMS will be applied through its intended scope, in compliance with the ISO/IEC 27001:2013.
  • Continuous improvement of the ISMS according to business needs, in order to ensure high level of effectiveness.
  • Monitoring through Management Reviews the completeness of the ISMS.
  • Ensuring the application of the ISMS according to all relevant laws, regulations and contractual requirements.
  • Formulate, review, and approve information security policy.
  • Provide clear direction and visible management support for information security initiatives.
  • Provide the resources needed for information security.
  • Approve assignment of specific roles and responsibilities for information security within the Company.
  • Initiate plans and programs to maintain information security awareness.

• Management Systems

  Quality Management System, according to ISO: 9001:2015

  All company activities are certified as per the ISO 9001 standard, the internationally recognized standard for Quality Management. It provides systematic monitoring of company’s operational activities, in order to ensure that customer needs and expectations are being met.

  Certificate Registration Number EVI: 041170056

  Information Security Management System, as per ISO 27001:2013

  The importance for the protection of the company’s critical information has been sealed through the implementation of the ISO 27001 standard, which specifies the requirements for the Secure Management of Information. The aim is to ensure that the organization has defined and implements adequate and appropriate technical and organizational measures related to the confidentiality, integrity and availability of information to adequately protect corporate and customer data.

  Certificate Registration Number EVI: 20201230008885/00