Quality & Data Protection

For us quality and data protection are not separate topics. Handling a call well matters as much as storing the information discussed in it correctly.

Quality management

We reduce quality management to three questions: was the right information given, was it given in the right tone, and was the customer's issue actually resolved? To measure that, we run a defined cycle.

1. A weekly sample is drawn from call recordings.
2. Each call is scored on language, process adherence and resolution.
3. Scores are reviewed with the team lead and the agent.
4. Recurring errors are fed into the training plan.
5. The same criteria are measured again in the next period.

Call evaluation and calibration

So that scoring does not depend on who is doing it, we calibrate evaluators regularly: the same call is scored by several people and the differences are discussed. That keeps quality scores comparable over time.

• Language and expression quality
• Script and process adherence
• Correct information and documentation discipline
• Resolution and customer satisfaction

Data protection and confidentiality

Because we serve the German market, our processes are designed around the requirements of the GDPR; for our operation in Türkiye we also apply the obligations of the Turkish data protection act (KVKK). Every project starts with a data processing agreement.

In concrete terms our approach means:

• Role-based access: an agent only sees the fields needed to do the job.
• Purpose limitation: data is used only for the purpose defined in the contract.
• Retention period: records are deleted after the period agreed in the contract.
• Confidentiality: every team member signs a confidentiality agreement.
• Incident reporting: a defined notification process applies if a data breach is suspected.

Information security measures

• Access-controlled work area
• Redundant internet and telephony connectivity
• No data access from personal devices
• All permission changes are documented

“Holding a service level is hard; proving you held it is only possible if you measure.”