ETB is committed to the highest standards of quality, security, customer service and environmental responsibility. Our operations are built on internationally recognised best practices.
9 standards & affiliations
From quality management to information security and privacy — so you can rely on consistent, auditable delivery.
Standards that govern how we run contact centres, serve customers and keep improving.
ISO 9001Quality managementA quality management system with documented processes, measured outcomes and continual improvement across our operations.
ISO 18295Customer contact centresThe international standard for customer contact centres — service requirements, agent competence, complaint handling and customer satisfaction.
COPCCX operationsA performance framework for customer experience operations, built on measurable KPIs for service, quality, cost and customer satisfaction.
LCS Accredited TrainingLean & continuous improvementAccredited Lean Competency System training — structured problem solving and waste reduction in day-to-day processes.
The backbone of how we protect client and customer data.
ISO/IEC 27001Information securityAn information security management system: risk assessment, access control, encryption, incident management and regular internal and external audits.
ISO/IEC 27701Privacy information managementThe privacy extension to ISO 27001, mapping our controls to GDPR obligations for processing personal data on behalf of clients.
Responsibility beyond the contact floor, and our place in the customer service community.
ISO 14001Environmental managementAn environmental management system to measure and reduce the footprint of our offices and operations.
KSFCustomer service sectorPart of the Dutch customer service community — sharing knowledge and best practice with peers in the sector.
WFCSector recognitionListed among ETB's recognised standards and affiliations.
Certification is not a one-off. ISO management systems are audited by independent certification bodies and reviewed internally — keeping our processes measured, documented and improving.
How we protect personal dataGreat Place to Work®
Certified since 2022 — based on direct feedback from our own employees.
Best Workplaces™ in Türkiye
Recognised in 2025 and 2026, including for social responsibility and volunteering.
FSMA registration
Registered in Belgium as a non-life insurance sub-agent since 8 July 2026.
We gladly share copies of our certificates and answer your quality, security and privacy questionnaires.