QUALITY MANAGEMENT

ISO 9001:2008 CERT. 02700

We have a dedicated Quality Manager, responsible for maintaining and controlling our Quality Management System, ensuring that all business procedures conform to ISO 9001:2008 regulations. A team of supporting Internal Auditors constructively evaluate all internal processes and procedures.

Detailed Works Instructions have been written to ensure there is no ambiguity surrounding key processes. Through continuous communication to departmental head and quality representatives, relevant up-to-date documentation is available to all staff at all levels and at all times.

Key quality measures in place within our contact centres include:

• Call recording
• Sale and lead verification
• 'Mystery shopper' programs

We also run a post-implementation quality initiative, which aims to ensure that all projects have been set up and are operating as per agreements laid out between Spark and our clients.

Our Senior Management Team demonstrates their commitment to the Quality Management System by reviewing its effectiveness, suitability and adequacy on an annual basis.

See also: Quality Policy

ENVIRONMENTAL MANAGEMENT

ISO 14001:2004 CERT. 32E00270

Spark Response is committed to reducing carbon footprint and becoming a greener business. We are proud to have become one of the first companies in our industry to operate a fully ISO 14001:2004 accredited Environmental Management System. As part of our Environmental Plan, we aim to reduce our carbon footprint by promoting recycling and energy saving initiatives around the business.

The steps we are taking to achieve this include:

• A simple, colour-coded recycling scheme
• Energy saving tips around the business
• Environmental Champions program
• Recycle@Work scheme
• Green incentives
• Cycle to Work and Car Share schemes
• A major internal awareness and PR program

See also: Environmental Policy & Objectives

DATA SECURITY & PCI-DSS

Spark Response was one of the first contact centres in the UK to become fully compliant with the Payment Card Industry's Data Security Standard (PCI-DSS). In January 2011, research revealed that less than 40% of UK contact centres would judge themselves to be fully compliant with the Payment Card Industry Data Security Standard (PCI DSS), whilst the vast majority (89%) admitted to not understanding its requirements and penalties (source: CallCentreHelper.com).

Spark achieved compliance with PCI DSS in 2009 and was successfully re-certified for a second year in 2010. We are now working towards our year-three assessment in quarter two of 2011.

What does this mean for our clients and their customers?

• Robost data security
• Industry-leading customer information security
• Peace of mind for online, mail order and phone consumers
• Annual assessment by a globally-recognised partner, Sysnet
• Regular reviews to asses, remediate and report on potential threats, issues or any new requirements

See also: Data Security Policy

INVESTORS IN PEOPLE

As a people-oriented company, Spark has been a recognised Investor In People since 2000. The standard helps us not only to enhance the working environment for our employess, but also to continually improve performance.

FUNDRAISING STANDARDS BOARD

As we work with clients in the charity and not-for-profit sectors, we became members of the Fundraising Standards Board (FRSB) in 2009, which allows us to comply with the recognised stanard for accepting charity donations by phone.