Three years ago, SalesQ was one of the first telemarketing agencies in the Netherlands with ISO certification. After a successful recertification, we are also assured of ISO 9001 and ISO 27001 for the next three years.

Stefan Van Nifterick of Molenaar & Plasman Solutions, specialist in risk management implementation, explains how ISO helps us to improve and guarantee quality and information security. "At SalesQ, everything is put on a scale. Not in a negative sense, but to continuously improve the service for customers and employees."

ISO: improving and guaranteeing quality

Clients who work with a telemarketing agency increasingly see ISO certification as an obligation. After all, it is a guarantee that the organization takes issues such as quality management and information security seriously. Important, but the certification is not just an end in itself. It is also a tool to improve and safeguard the internal processes within the organization.

SalesQ has the characteristics of a telemarketing agency, but is actually a sales and marketing agency. Quality standards are indispensable to us. SalesQ has therefore opted for a combination of two certificates: ISO 9001 and ISO 27001. The first is a quality standard; the second is about information security. These two go well together, says Van Nifterick: "At 27001 there are more rules that you have to comply with, but you always touch the quality of 9001." For example, there are rules about protecting data (27001), but you also want to apply this as user-friendly as possible (9001).

The SalesQ Handbook

Van Nifterick is closely involved in everything that comes with ISO certification: procedures, rules, principles and policy documents. "That started four years ago with a basic manual, in which many things had to be considered. In the years that followed, that manual was shaped to the organization: it became the SalesQ manual." But that process never stops: ISO steers the company, but never tells you to do something.

"In the past year, too, we looked from the elements of the standard where we could make a profit," continues Van Nifterick. "At SalesQ, for example, there was a lot of improvement potential after the deal was closed. There were many contact moments with the customer in the preparation, but in the execution the number of contact moments slipped. To improve the quality of service, changes were made to that process. instructing sales to make more service calls, training agents to talk to clients themselves and conducting a customer satisfaction survey."

Even better for customer and employee

Thinking from ISO is also important internally. "Then it's about keeping the employees happy. How do we make an agent feel like he belongs? How are we going to help him, for example with training and education? How do we ensure that a new employee falls into a warm bath? "

"At SalesQ, everything is put on a scale," says Van Nifterick. "Not in a negative sense, but to continuously improve the service for customers and employees. We don't just look at things that went badly, but also at things that went very well. You set a standard from that. If your ISO as a tool, you get to grips with every facet of your company. That is a continuous process: what am I satisfied with and what not?"

SalesQ recertification is a fact

Because the company is constantly changing, recertification is required after three years. The certification body DNV/GL performed another audit at SalesQ. The audit was successful. We are therefore proud to announce that we have also secured ISO 9001 and ISO 27001 for the next three years.