Why ISO Certification is essential to BPO Companies?


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Certification has become essential to ensuring quality services across various industries—especially those related to telecommunication, where errors have caused significant problems over time. In this article, we find out why ISO certification is essential to BPO organizations.

What is an ISO Certification?

The International Organization for Standardization (ISO) is an international group that develops standards to ensure the quality of products and services. Companies can get certification through this organization if they meet specific requirements, proving their credibility as businesses dedicated to high performance in all aspects, including economic efficiency.


An ISO-certified company has passed rigorous inspections explicitly designed for each industry’s needs – thus assuring customers who purchase goods or rely on services provided by these providers.

There are more than 100 ISO certifications for various industries and sectors. The numbers after the letters represent what type of qualification a business or individual holds – they help others know how reliable you are.

The ISO standards are based on the Plan-Do-Check-Act cycle, which provides a framework for quality management activities. The standards are designed to be used in conjunction with each other and can be integrated into an organization’s overall quality management system.

ISO 9000 family

Companies that have world-class quality management systems are granted this classification. ISO 9001:2015 is the most popular certification in the 9000 family and can be used by any company regardless of industry or type; it’s accredited to entities with strong consumer-based principles and approaches. It helps businesses and organizations to be more efficient and improve customer satisfaction.

ISO 9001:2015: Quality Management Systems – Requirements is the most recent revision of the ISO 9001 standard, which was first published in 1987. The 2015 revision focuses on risk-based thinking and a process approach to quality management.

The other standards in the ISO 9000 family are:

  • ISO 9000:2015: Quality Management Systems – Fundamentals and Vocabulary (definitions)
  • ISO 9004:2018: Quality Management – Quality of an Organization – Guidance to Achieve Sustained Success (continuous improvement)
  • ISO 19011:2018: Guidelines for Auditing Management Systems

ISO 27000 family

The ISO 27000 family of standards is famous in the information technology industry. They cover a broad range of information security standards published by the International Organization for Standardisation and the International Electrotechnical Commission.

ISO 27000 recommends best practices for managing information risks by implementing security controls within an Information Security Management System (ISMS) framework.

The need for ISO Certification

Higher Quality in your Customer Services Management

Outsourcing customer care allows you to invest in high-quality services that improve the quality of each interaction. This can make a difference for both customers and employees, as they can deliver top-notch service with little cost. To be successful with that, businesses – both clients and service providers – are looking for standardized processes to ensure the expected quality through compliance with ISO Standards.

Avoid Resources Waste

Implementing the ISO Standards requirements will help businesses identify waste areas within their company and implement a plan to reduce them. Every element in business can now be made efficient enough to make minimal or no unnecessary expense incurred on anything.

Identify your Risks and Opportunities in your operations, leading to enhanced and efficient workflows

The ISO process is the best way to ensure quality issues do not arise. BPO companies can identify potential risks in your organization before they become significant problems and handle them with discipline so you can reach common goals together.

When a BPO company takes on new clients, the first thing that their team does is assess your risk. Risk can be mitigated or eliminated through thorough planning and effective decision-making before beginning any partnership with you.

BPO companies can help you to identify and analyze opportunities for your business. And then, they will show how best to take advantage in an organized fashion.

The benefits of ISO Certification

Certification ensures that BPO companies in these sectors are experienced, handled in trusted ways, and certified. It also helps prevent frauds, safeguarding consumers from being exploited or scammed while they can rest easy knowing there are parameters for the credibility of brands.


Effective Quality Management System

ISO standards require you to monitor, measure, and analyze the efficacy of your quality management system. As a result, you can develop performance metrics that will help assess how well you are doing to make decisions based on what’s practical for you.

The data from your company’s metrics can be a great resource to help you identify areas that may need improvement and find out how best to spend limited resources. With this information, marketers and sales managers alike can know what products are successful in generating leads because they will now know which ones weren’t such strong points of their businesses before relying solely upon word-of-mouth recommendations alone.

More confident being a reliable and well-organized company, leading to clients’ comfort and satisfaction

ISO certification is a way to show customers that your business has been tested and found reliable. It also increases revenue for the company because people are willing to pay more when they know there will be no surprises on their end or within its product itself.

Enhanced Overall Information Security

The importance of information security management systems cannot be overstated. For this reason, all companies, regardless of size or industry sector, must implement an effective ISMS to protect client data from unauthorized access. All LPO organizations are required by law to have their certification before they can begin working on behalf of other clients whose personal information could potentially be compromised during transmission across borders.

The ISO/IEC 27001:2013 certification is the gold standard for information security management systems. A BPO company will be able to enhance its credibility and validity as a result of this international standard which talks about how companies should set up, use, or keep track of any risks they may encounter while handling sensitive personal data within an ISMS framework.

Innovature BPO’s ISO/IEC 27001:2013 Certificate

Innovature BPO has met the requirements of this standard and has been awarded the ISO/IEC 27001:2013 certificate. This ISO certification demonstrates our commitment to protecting our clients’ data and ensuring their information’s confidentiality, integrity, and availability.

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