Category: Newsroom

The first company in Greece to be certified with ISO 18295-1:2017 for Customer Contact Centers

COSMOTE eValue, a member of OTE Group, is the first company in Greece to receive the ISO 18295-1:2017 certification for Customer Contact Centers, awarded by TÜV NORD Hellas. The strict requirements and high standards of this certification reinforce COSMOTE eValue’s leading position and upward trajectory, providing a significant competitive advantage and opening new opportunities for partnerships and growth.

For the certification process, TÜV NORD Hellas—an internationally recognized and trustworthy inspection and certification body—evaluated areas such as customer information delivery, customer experience measurement and monitoring, complaint handling, customer protection, human resources, operational processes, service infrastructure, and customer relationship management. The ISO 18295-1:2017 certification is a testament to COSMOTE eValue’s systematic efforts and dedication to customer satisfaction, and confirms its commitment to:

• Even higher quality of customer service: A commitment to continuous improvement and exceeding expectations.
• Reliability and transparency: Compliance with the strictest international standards.
• Personalized customer approach: Understanding and meeting the unique needs of each customer.
• Effective complaint management: Prompt response and problem resolution.

It is worth noting that this is the 14th ISO certification COSMOTE eValue has received (including ISO 9001, ISO 27701, ISO 27001, ISO 22301), confirming its commitment to providing high-standard customer service.

With over 25 years of experience and expertise in the industry, COSMOTE eValue remains dedicated to delivering top-tier customer service, with the vision of becoming the first choice in customer relationship management for every business.

---

Gold award in the ‘Customer Experience Awards’ category and Silver award in the ‘Operational Excellence Awards’ category at the European Contact Center & Customer Service Awards (ECCCSAs)

Leading position in the customer relationship management sector

COSMOTE eValue, a member of OTE Group and Telekom, was distinguished for the 4^th consecutive year at the European Contact Center & Customer Service Awards (ECCCSAs), the oldest and most important institution in Europe for the contact centre sector, with 2 awards that confirmed its innovative customer service practices. More specifically, during the award ceremony in London, COSMOTE eValue won the Gold Award in the ‘Customer Experience Awards’ category for the Most Effective Sales Approach, and the Silver Award in the ‘Operational Excellence Awards’ category for the Most Effective Improvement Initiative.

Since 2021, COSMOTE eValue has received a total of 11 awards at the ECCCSAs, for initiatives and innovations that create value for the customer experience, as well as for its Business Process Outsourcing (BPO) services.

COSMOTE e-Value is currently the largest contact centre in the Greek market, providing high-quality integrated services and has recorded growth of 38% in new projects over the past five years. Besides the needs of the OTE Group, it also serves projects for 80 brands in many different languages. Capitalising on its technological superiority, many years of experience, and the dynamism of its 6000 executives, COSMOTE eValue is the leader in the customer relationship management sector.

“These outstanding European distinctions once again prove our commitment to excellent customer service experiences in all contact with our customers. Successes such as these are tangible recognition of the dedication and passion of our people, who build relationships of trust. By steadily investing in our people and cutting-edge technologies, we will continue to develop and expand our services, and provide innovative solutions tailored to our customers’ needs”, stated Mr Athanasios Stratos, Chief Customer Operations Officer and CEO, COSMOTE eValue.

The European Contact Center & Customer Service Awards (ECCCSAs) are attended by multinational outsourcing companies and international brands with a presence in more than 40 countries worldwide. These awards recognise companies and organisations that pioneer the provision of exceptional services to their customers.

---

Its vision is to be the top choice in customer relationship partners for any business

COSMOTE eValue, a member of the OTE Group and Telekom, the world’s leading telecommunications group, is redefining its market presence with a new brand image and corporate identity, confirming its leadership position and dynamic growth. With a new vision of being the top choice in customer relationship management for any business, COSMOTE eValue remains committed to excellent customer service.

With more than 25 years of experience and expertise, COSMOTE eValue is the No1 Customer Relationship Partner in Greece, with a 44%[1] market share of the Greek market and a steady growth rate in new projects annually. It also operates in Romania and Belgium, with more than 16 premises, 6,000 employees, and more than 80 clients from the public and private sectors.

“At COSMOTE eValue we have incorporated continuous improvement and growth into the core of our philosophy. We are constantly adapting our strategies to the needs and new realities of the market. With our new positioning, we are expanding our portfolio of services, maintaining the exceptional customer service experience we offer, while designing innovative solutions for every business”, stated Mr Athanasios Stratos, CEO of COSMOTE eValue in Greece and eValue International in Romania.

New motto: ‘Empowering Growth. Driving Value’

With ‘Empowering Growth. Driving Value’ as its motto, COSMOTE eValue is focusing its strategy on developing and continuously upgrading digitally innovative omni-channel and people-centred solutions, aimed at an excellent customer journey and a unique service experience. It is also focusing on creating new services that build long-term relationships of trust with customers, while at the same time contributing to business growth, achieving targeted business results, and creating alternative sources of income for its business customers. Its services include customer base analysis and expansion, comprehensive and tailored services, an upgraded customer experience, sales promotion, helpline support, market research, and operations consulting services.

It should be noted that eValue is the only Greek company on the international list of the World’s Most Ethical Companies^® of the Ethisphere Institute for 2024.

Marking its repositioning in the market, COSMOTE eValue’s new image is reflected in the company’s revamped website.

---

[1] ICAP Sector Study, p. 75, February 2024.

Media Relations
OTE Group Corporate Communications and Sustainability
Tel. 210-6177566
Email: mediarelations@ote.gr

Corporate Communications Cosmote eValue
Tel. 210-8198800, 210-8198869
E-mail: communication@cosmote-evalue.gr

Cosmote eValue is the only company in Greece which has received the 2024 World’s Most Ethical Companies® recognition by Ethisphere, a global leader in defining and advancing the standards of ethical business practices.

Cosmote eValue is included in the Ethisphere Institute’s 2024 World’s Most Ethical Companies® list in recognition of its performance and commitment to business ethics, compliance and integrity. Cosmote eValue is the only company from Greece and one of the five integrated contact center service providers in the world to be named as one of the 2024 World’s Most Ethical Companies by the Ethisphere Institute. In 2024, 136 honorees were recognized spanning 20 countries and 44 industries.

“At Cosmote eValue we focus on providing high quality services, always through good ethical, compliance and governance practices. This distinction confirms our daily efforts to practice responsible business through sustainable development, that improves our social footprint and contributes to creating a better world for all.”, stated Mr. Athanasios Stratos the CEO of COSMOTE e-Value & e-Value International.

“We are proud that Cosmote eValue, with its performance and ethical and regulatory compliance practices has earned a place in the Ethisphere Institute’s international list,” said Mr Aris Dimitriadis, Executive Director Compliance, ERM & Insurance OTE Group, and added “OTE Group, with sustainable development at the heart of its business, improves continuously its environmental, social and corporate governance footprint through best practices”.

Grounded in Ethisphere’s proprietary Ethics Quotient®, the World’s Most Ethical Companies assessment process includes more than 240 questions on culture, environmental and social practices, ethics and compliance activities, governance, diversity, and initiatives that support a strong value chain. The process serves as an operating framework to capture and codify the leading practices of organizations across industries and around the globe.

“It’s always inspiring to recognize the World’s Most Ethical Companies®. Through the rigorous review process, we see the dedication of these organizations to continually improving their ethics, compliance, and governance practices to the benefit of all stakeholders.” said Ms. Erica Salmon Byrne, Chief Strategy Officer and Executive Chair of Ethisphere. “Companies that elevate best-in-class cultures of ethics and integrity set a standard for corporate citizenship for their peers and competitors to follow. Congratulations to COSMOTE eValue for achieving this honor and demonstrating that strong ethics is good business.”

About the Ethisphere Institute

The Ethisphere Institute® is a global leader in defining and advancing standards of ethical business practices that strengthen corporate brands, build trust in the marketplace, deliver business success. Ethisphere honors companies that stand out for their business ethics through its World’s Most Ethical Companies® recognition program, while also providing a community of industry experts through the Business Ethics Leadership Alliance (BELA).

Media Relations
OTE Group Corporate Communications and Sustainability
Tel. 210-6177566
Email: mediarelations@ote.gr

Corporate Communications Cosmote eValue
Tel. 210-8198800, 210-8198869
E-mail: communication@cosmote-evalue.gr