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E-mail: info@cosmote-evalue.gr
Continual processes improvement
in order to deliver
the best experience to customers

COSMOTE e-Value & e-Value SMLC IMS Policy

We, at OTE Group, aspired by OUR VISΙON, MISSION and STRATEGIC PRIORITIES, strive to enhance our successful customer-oriented philosophy, our competitive position and the provision of technologically advanced products and services.

 

 

As a responsible corporate citizen, we aim at delivering value to our stakeholders and believe that quality, health & safety at work, rational energy management, environmental protection, information security and personal data
protection, as well as business continuity constitute crucial concerns embedded in our company’s culture. In this
context, we expect our senior management to act as role models

Aiming at Business Excellence,
we therefore commit ourselves to:

  • Continually improving our operations and performance by setting, monitoring and reviewing our objectives with the intent to meet and, where possible, to exceed the expectations of our stakeholders, including customers, shareholders, associates, our staff and the wider community
  • Endorsing participation of our staff, our contractors and suppliers in the achievement of our goals, regarding the quality of our work, health and safety, the rational use of energy, and the protection of the environment, by implementing all relevant regulations and programs adopted
  • Ensuring a sufficiently high level of information security and personal data protection
  • Effectively managing IT services, which satisfy all applicable requirements defined by customers and interested parties, and working for the continuous improvement of these services
  • Endorsing consultation & participation of employees and their representatives in matters of Occupational Health &
    Safety
  • Acting with foresight and complying with the requirements laid down by applicable legislation
  • Achieving a high level of business continuity
  • Striving to find innovative approaches regarding our operations, products and services, adopting proactive practices to reduce environmental impact and pollution, continuously improving energy performance – amongst other by supporting the procurement of energy efficient products and services – and avoiding potential injuries or ill health of our personnel, partners and the general public
  • Keeping the public, our personnel and our stakeholders informed on issues regarding quality, environment, energy, health & safety at work, information security and personal data protecting
  • Voluntarily protecting the public through the principles and recommendations laid down in the EMF policy, including transparency, information, participation and promotion of science
  • Fully complying with the requirements of our Integrated Management System, but also to continuously improving its effectiveness

E-Value International Quality Policy

E-VALUE International management has chosen a well-defined Quality Policy as means of the company’s continuous development.

 

 

Through the implementation of the quality policy, the Company demonstrates its commitment to provide high quality contact center services for its partners in Greece, Romania and Europe aiming at providing cutting-edge, integrated, interactive and personal communication services through an integrated environment for comprehensive management of all channels of communication, thus striving at maximum customer satisfaction excellence.

Through the implementation of the quality policy
the Company demonstrates its commitment to the following:

  • Provision of services to meet the ever increas-ing needs and expectations of customers to theirfull satisfaction.
  • Operation of the Company based on the principle of respect for human dignity and privacy.
  • Continuous efforts to improve the quality of services in order to increase competitiveness and ensure the confidentiality of data.
  • Compliance with all legislative obligations and partner requirements.

Importance is given to preventive actions designed to build upon experience and daily observation in order to lead to the correct enhancement and improvement of customer service. Also, attention is paid to meeting current and anticipated training needs, training and qualification of the Company’s employees.

The Company’s objective is to constantly modernize the computer system software in accordance with its technological developments, customer requirements and internal organization / operation.

The Company’s position regarding quality management, as described above, sets objectives and reflects its commitment to fulfill requirements for quality management.

The tool through which the Company implements, monitors and adjusts the Quality Policy is the Quality Management System.

In order to implement the quality policy, the Company considers the active participation of employees in compliance, development, documentation of all procedures under the Quality System essential. All employees in the Company contribute to the effective implementation of the quality system and its continual improvement. The quality policy is communicated to all staff.

All company activities are certified as per the ISO 9001 standard, the internationally recognized standard for Quality Management. It provides systematic monitoring of company’s operational activities, in order to ensure that customer needs and expectations are being met.

Certificate Registration Number CEV: 20001210005524
Certificate Registration Number e-Value SMLC: 20001210005527
Certificate Registration Number EVI: 041170056

The importance for the protection of company’s critical information has been sealed through the implementation of ISO 27001 standard, which specifies the requirements for the Secure Management of Information. The aim is to ensure that the organization has defined and implements adequate and appropriate technical and organizational measures related to the confidentiality, integrity and availability of information to adequately protect corporate and customer data.

Certificate Registration Number CEV: 20201210005526
Certificate Registration Number e-Value SMLC: 20201210005528

Payment Card Industry Data Security Standard (PCI DSS) was created to increase controls around cardholder data.
Cosmote-eValue is a trusted PCI DSS Compliant organization, with highly trained agents are well-versed in the regulations and standards outlined by the Payment Card Industry.

Scope:

Planning, Development, Implementation
& Rendering of Integrated Contact Center Services

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