Quality and sustainability
Quality-assured and value-creating collaborations, also known as ESG
ESG stands for ’Environmental, Social and Governance’ and for us it is our framework for the organisation's sustainability work.
Our definition of a sustainable organisation is based on sustainable business, sustainable people and a sustainable environment.
ESG within Responda Group
Sustainable business:
Sustainable business means working together towards long-term and sound business relationships, where our solutions are tailored to the client's needs and circumstances in order to deliver fantastic customer experiences.
Sustainable people:
Sustainable people means that we understand our most important resource is our employees. By working systematically to be value-creating, engaged and have the right competence, a healthy and sustainable work environment is created. We strive to be a flexible and considerate employer to give our employees the best possible conditions for a sustainable working life.
Sustainable environment:
A sustainable environment means that we take responsibility for reducing our environmental impact factors. We work actively together with our stakeholders to ensure that we take responsibility for a sustainable future.
Our quality management system, policies and values help ensure that we are efficient, agile and live up to our own and our customers' expectations. Our quality-assured processes are based on, among other things, ISO 18295, the (global) contact centre service standard that promotes satisfied clients and customers, as well as ISO 9001 and ISO 14001, which ensure a focus on continuous improvement, goal management and long-term, sustainable quality and environmental work.
Read our policies
Here you can access Responda Group's environmental policy and quality policy. We strive to reduce our environmental impact and deliver services of the highest quality. By completing the form below, you will gain access to our policies and can learn more about our sustainability work and our quality objectives.
We work in accordance with ISO 9001 and 14001
What is ISO 9001
ISO 9001 is an internationally recognised management system standard for quality management. ISO 9001 sets out clear guidelines and requirements for a quality management system and how this contributes to the ability to deliver services that meet customer requirements. The standard focuses on continual improvement and customer satisfaction.
We work in accordance with ISO 9001, which means that we formalise and streamline the work of continuously developing the business. The management system simplifies the organisation's awareness, participation and work processes. The work includes a risk-based approach to handling requirements, needs and expectations from clients in order to deliver a quality service with the best possible customer satisfaction.
What is ISO 14001
ISO 14001 is an internationally accepted standard for environmental management systems. The foundation of 14001 consists of 55 shall requirements which can be seen as components for an environmental management system. ISO 14001 therefore contains no specific environmental performance to be achieved, but is instead based on continual improvement within the organisation.
We operate in accordance with ISO 14001, through which we have identified various environmental impact factors, with carbon emissions generated by travel and transport proving to have the greatest impact. We therefore work in a structured and long-term manner to optimise transport and business travel, both with regard to planning and the choice of transport mode. Our work extends beyond our own organisation. When planning activities, we strive to streamline and also plan for the travel of our customers and external stakeholders.
Our continuous work with sustainability is our way of ensuring that we take responsibility for a sustainable future, something that we also gladly see our clients being a part of.
The practical application of working in accordance with ISO 14001 is also part of our stance on Sustainable Business, which also includes Sustainable Commerce and Sustainable People.
Global ISO-standard
Since 2016, Responda Group has been involved in the development of the global ISO standard for the industry and is an active party in the Swedish technical committee in the continued development of the standard. We also hold the quality award Secure Customer Contact which are awarded by the industry organisation Kontakta to companies that live up to their high standards regarding, for example, business ethics guidelines, compliance with Swedish legislation and current practice in contacts with customers and consumers, as well as fair terms and conditions for employees through, for example, collective agreements.