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Policies & Processes

Policies

  • Access control policy
  • Clear desk policy
  • Confidential waste disposal policy
  • Data classification policy
  • Data protection policy
  • Disciplinary and dismissal policy
  • Fraud prevention policy
  • HWA communication policy
  • HWA leavers policy
  • Password policy
  • Physical security policy
  • Recruitment policy
  • Removable media policy


Processes

  • Complaints control process
  • HWA Scalability and capacity forecasts. DONE FOR METLIFE
  • Invoicing procedures
  • Quality survey control
  • Change control process
  • IT employee guidelines
  • IT security process policy


Call center process

  • Basic phone skills training
  • Employee evaluation
  • HWA call coaching record and process
  • Skills competency framework
  • Calls audit


Backups

  • Business continuity plan
  • Disaster plan
  • HWA Scalability and capacity forecasts.


Scalability

The factors that affect our capacity are as follows:
  • IT
  • Telecoms
  • Recruitment and training
  • Accommodation
  • Volumes
ISO 9001:2008
We have the ISO 9001 which is an internationally recognized standard for quality management.

ISO 27001:2005
We offer management system damage digital file, appointment and privacy.

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