Monterrey, Mexico–(HISPANIC PR WIRE – BUSINESS WIRE)–August 15, 2006–As increasingly more services are outsourced, it is hard for consumers to know who they are talking to when they call a company’s toll-free number – and how safe it is to provide information to those on the other end of the phone.
However, a contact center in Mexico, that was created to serve the growing niche of the US Hispanic market, has just taken a bigger step than the multinational English-focused call center companies have, towards safeguarding all of the information they handle.
This July, Hispanic Teleservices Corporation, (HTC) became the first outsource call center in the Americas to be certified under the new ISO/IEC Information Security standard 27001:2005.
HTC’s 1,300 employees currently serve a total of 22 lines of business for nine US clients, including a leading Internet service provider, cable television provider, insurance company, and credit card companies, among others. When customers call these providers’ 800 number and press 2 for Spanish, (and because of their strong bilingual staff, often when they choose English as well), it is these agents who answer. Whether or not the callers are considering it, there are measures in place to protect their information at these particular call centers that are stringent enough to be considered ISO approved.
The certification process involved audits from the international registration body at each of HTC’s locations in Mexico; two call center sites and one recruiting site in Monterrey, and one call center site in Guadalajara, as well as the company’s telecom site in Houston, TX during the last week of June.
“The certification is testament to HTC’s commitment to protecting one of our clients’ most valuable assets, its information,” said HTC’s founder and CEO Alberto Fernandez.
“As information security becomes more and more critical for the business world, we at HTC are looking to offer this added level of safety to our clients and their customers by establishing policies, procedures and controls that ensure the highest levels of privacy and security to the information they entrust us,” said COO Alejandro Jaime.
Generally, the quality of Spanish-language service is likely to lag behind that in English, due to the lack of fully bilingual staff both on the phones, and in supervision, hiring, and quality assurance for example. HTC was founded in 1999 to close that gap, providing quality bilingual infrastructure and Professional Services to help clients better capture, serve and retain Hispanic customers – a market which companies are increasingly seeing the most important new revenue source.
However, with this certification, HTC has one-upped even the English-language focused call centers, in the US, as well as those south of the border.
— For additional information on Hispanic Teleservices Corporation: (HTC), visit: http://www.htc.to.
— For additional information about the ISO/IEC: http://www.iso.ch/iso/en/aboutiso/introduction/index.html
— For additional information about the ISO/IEC 27001:2005 standard, please visit: http://www.iso.ch/iso/en/CatalogueDetailPage.CatalogueDetail?CSNUMBER=42103&scopelist=PROGRAMME (Due to the length of this URL, it may be necessary to copy and paste this hyperlink into your Internet browser’s URL address field. You may also need to remove an extra space in the URL if one exists.)
ABOUT ISO/IEC 27001-2005 – ISO/IEC 27001:2005 covers all types of organizations (e.g. commercial enterprises, government agencies, not-for profit organizations). ISO/IEC 27001:2005 specifies the requirements for establishing, implementing, operating, monitoring, reviewing, maintaining and improving a documented Information Security Management System within the context of the organization’s overall business risks.
ABOUT HISPANIC TELESERVICES CORPORATION – Hispanic Teleservices Corporation (HTC) is a leading provider of outsourced contact center services for companies serving the Hispanic market. Backed by The Carlyle Group, HTC helps clients grow their Hispanic market share by offering a solution that integrates best-of-breed contact center services with specialized professional services. Visit http://www.htc.to for additional information. Or please email firstname.lastname@example.org for a company fact packet.
Feel free to contact us if we can provide insights/expertise for any upcoming articles on serving this important, rapidly growing demographic from the bilingual customer interface perspective.