Pentafon Recertifies Its Sites in Mexico and Central America with ISO 9001 and ISO 18295

In the first half of 2025, Pentafon successfully completed its recertification process for ISO 9001:2015 and ISO 18295-1:2017, now including operations in Hermosillo, Lima (Peru), and Caracas (Venezuela) for the first time. This international validation now covers 100% of Pentafon’s sites across Mexico and Latin America, reinforcing operational efficiency and service quality at every level.

For corporate clients, this milestone translates into greater standardization, reduced risk, and full alignment with global best practices in contact center operations.

Certifications That Strengthen Operational Excellence

Pentafon’s recertification goes beyond compliance—it ensures that key processes in customer service, operations, and follow-up are executed under globally recognized standards.

Audited sites include Mexico City, Monterrey, Morelia, and now Hermosillo, Lima, and Caracas. With this expansion, all Pentafon operations are unified under a single quality system, guaranteeing a consistent experience for clients and end users.

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

What ISO Standards Mean for Contact Centers

ISO 9001:2015 certifies a robust quality management system, including:

• Documented and auditable processes

• Continuous monitoring of key performance indicators

• A culture of ongoing improvement

• Risk identification and mitigation

ISO 18295-1:2017, focused specifically on contact centers, evaluates:

• Staff training and customer interaction protocols

• Consistency across all service channels

• Faster response times and improved satisfaction

• Compliance with regulatory and legal obligations

Direct Impact for Corporate Clients

For companies partnering with Pentafon, these certifications offer tangible benefits:

• Up to 60% reduction in errors and rework, according to ISO benchmarks

• Fewer complaints and service issues

• Greater traceability of critical processes

• Standardized service across multi-country operations

This is especially relevant for industries like finance, telecom, insurance, and retail, where customer experience directly affects loyalty, NPS, and service costs.

Regional Standardization as a Competitive Advantage

Expanding certification to Peru and Venezuela meets the growing demand for nearshore partners that deliver consistent quality across all service locations.

In today’s landscape—marked by nearshoring, operational diversification, and resilience—working with a certified provider enables clients to:

• Migrate operations without redesigning processes

• Integrate new countries without compromising user experience

• Meet regulatory requirements with minimal effort

Pentafon’s approach is further enhanced by automation, AI, and conversational analytics, allowing service models to evolve without sacrificing quality control.

Certification That Supports Every Interaction

Beyond documentation, these certifications confirm that every customer interaction is backed by audited processes, integrated technology, and trained teams. For companies seeking efficiency, scalability, and security, a certified provider like Pentafon becomes a strategic asset.

Pentafon reaffirms its commitment to operational excellence, maintaining a unified standard across the region and delivering a customer experience aligned with the world’s best practices.