Pentafon recertifies centers under ISO 9001 & ISO 18295 standards

Pentafon completed its ISO 9001:2015 and ISO 18295-1:2017 recertification process in the first half of 2025, now including its operations in Hermosillo, Peru, and Venezuela for the first time. This international validation now covers all its sites across Mexico and Latin America, reinforcing operational efficiency and service quality at every level. For corporate clients, it means greater standardization, risk reduction, and alignment with international best practices in contact center management.

Certifications that strengthen the operating model

Pentafon’s recertification under ISO 9001:2015 and ISO 18295-1:2017 is more than a successful audit—it confirms that key customer service, operations, and follow-up processes across all centers are executed to global standards.

Audited sites include Mexico City, Monterrey, and Morelia, and for the first time, Hermosillo, Lima (Peru), and Caracas (Venezuela). With this expansion, 100% of Pentafon’s operations now follow the same quality management system, ensuring a consistent experience for clients and end users.

“The only way to guarantee operational continuity and client trust is by proving our processes meet the highest international standards,” said Antonio Fajer, President of Pentafon.

Global standards applied to contact centers

ISO 9001:2015 confirms that an organization has a robust quality management system. In practice, this includes:

• Documented and auditable processes

• Continuous monitoring of key metrics

• A culture of continuous improvement

• Risk identification and mitigation

ISO 18295-1:2017, focused solely on contact centers, defines standards for customer interactions. It covers staff training, service protocols, and resolution processes. At Pentafon, it enables:

• Quality and consistency across all channels

• Standardized customer treatment regardless of location

• Reduced response times and increased satisfaction

• Compliance with regulatory requirements

Tangible benefits for corporate clients

For companies that outsource to Pentafon, these certifications offer concrete guarantees of compliance, quality, and continuity. Direct benefits include:

• Up to 60% fewer errors and rework (per ISO benchmarks)

• Fewer complaints and claims

• Greater traceability of critical processes

• Standardized performance across multi-country operations

This is especially relevant for industries such as finance, insurance, telecom, and retail—where customer experience impacts loyalty, NPS, and support costs.

Regional standardization as a competitive edge

Expanding certification to Peru and Venezuela addresses the need for partners that deliver consistent quality regardless of location.

In a landscape shaped by nearshoring, operational diversification, and resilience, having a certified provider across the region allows clients to:

• Migrate operations without redesigning processes

• Expand into new countries without compromising experience

• Meet regulatory requirements with minimal effort

Pentafon’s approach is also enhanced by automation, AI, and conversational analytics—helping evolve service models without sacrificing quality control.

Certification behind every interaction

Beyond documents and audits, these certifications prove that customer service is backed by audited processes, integrated technology, and skilled teams. For companies seeking efficiency, scalability, and secure service, a certified provider becomes a strategic asset.

Pentafon reaffirms its commitment to operational excellence, maintaining consistent standards across the region and helping clients deliver world-class service experiences.