"Rostelecom Contact center" confirmed compliance to international standards of information security

2020: Confirmation of conformity to international standards cybersecurity

"Rostelecom Contact center" confirmed compliance to international standards of information security. Rostelecom reported about it on December 7, 2020.

The company underwent annual audit according to the results of which the certificate of ISO 27001 was prolonged. For clients and partners "Rostelecom of Contact center" are additional guarantees that all processed data are under reliable protection.

In "Rostelecom Contact center" booked supervising audit British Standards Institution. In 2020 check took place in a remote format.

Within several days experts of British Standards Institute in the mode of video conference checked an information security system of contact center, the data processing center (DPC), commercial platforms of the call centers (CC) and office of the administrative and management personnel (AMP). Six departments of the company underwent careful check.

Auditors studied and estimated as collecting, storage, processing and the organization of an information access of limited distribution is performed. As a result representatives of British Standards Institute noted a full compliance of an information security system "Rostelecom of Contact center" to requirements of ISO 27001 and regulations of the Russian legislation.

ISO 27001 is the conventional international standard defining criteria and requirements to creation and the organization of information security systems. The certificate of ISO 27001 is issued for a period of 3 years, at the same time it is necessary to confirm annually it and to undergo compulsory procedure of audit.

Prolongation of the certificate of ISO 27001 — the next confirmation that the information security in our company is organized and is supported at the highest level. It is especially important in conditions when a part of personnel works remotely. Check showed that information resources of the company, personal data of our partners and clients are reliably protected. Certainly, existence of such certificate promotes improving competitiveness 'Rostelecom of Contact center' in the market — the operating officer "Rostelecom Contact center" Ekaterina Filippskaya reported.

For maintenance at the high level of information security "Rostelecom the Contact center" in 2020 selected additional resources for upgrade of the existing systems. In particular, additional internal educational rates with emphasis on the organization of remote work were developed. Besides, a feedback with personnel on all arising questions in information security field is established.

The current audit became the third check from the moment of certification of the company on ISO 27001 in 2018. Upon termination of the validity period issued by experts of the conclusion "Rostelecom the Contact center" is going to undergo the procedure of recertification for obtaining the appropriate certificate for the next three-year period.

2019: Certification audit in ISO 18295

The international institute of certification of contact centers booked certification audit in "Rostelecom Contact center" in ISO 18295. The experts having more than 10 years' experience of the leading and analytical work in the industry of contact centers carried out an independent inspection in business units Kostroma and Cheboksary, reported on July 11, 2019 in Rostelecom Contact Center company.

Auditors estimated the development strategy, operational processes, processes of customer interaction, human resources management, customer interaction, management of key performance indicators, infrastructure and an IT landscape. During evaluating, specialists internally visited CC platforms, studied more than 2 thousand documents, conducted more than 30 interviews with a managerial personnel and call center operators. Based on check of the platform received the certificate of conformity of ISO 18295-1:2017 confirming availability, reliability and quality of the provided services.

The certification process allows us to equal on the relevant international standards of quality of customer service and to optimize business processes that, finally, allows to increase efficiency of contact center and to become the reliable partner in the solution of business challenges of our customers — the sales director and to business development "Rostelecom Contact center" Alexander Erofeechev told. — Process of improvements in work of divisions "Rostelecom Contact center" will be continuous. The put vector on improvement of customer service will also be farther in priority tasks of the company.