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The latest industry insights & news from CCSI, Specialists in Establishing Contact Centers in Mexico for Debt Collection, Customer Service, Sales, BPO and more.
Call Center Services International is SOC 2 Type 1 Certified
In 2021, Call Center Services International (CCSI) completed a SOC 2 Type 1 examination, marking an important milestone in the company's development of structured security controls and its commitment to protecting the systems and information supporting Nearshore Contact Center operations.
- CCSI's 2021 SOC 2 Type 1 Milestone
- What Is SOC 2?
- SOC 2 Type 1 vs. Type 2
- Why SOC 2 Matters for Contact Centers
- CCSI's Security Framework Today
- About Call Center Services International
CCSI's 2021 SOC 2 Type 1 Milestone
In April 2021, CCSI underwent an external audit associated with its SOC 2 Type 1 report. At the time, the examination evaluated the design of controls established within the organization and provided an important independent assessment of CCSI's security practices.
“The external audit was carried out in April 2021, obtaining the corresponding certification, which validates the establishment of security practices in the company.”
— Alejandra Miranda, Compliance Director at the time, Call Center Services International
The milestone reflected CCSI's ongoing efforts to formalize the administrative, technical, and logical controls supporting its operations and the information entrusted to the company by its clients.
What Is SOC 2?
SOC 2 is a reporting framework developed by the American Institute of Certified Public Accountants (AICPA) for examining controls at service organizations that are relevant to the Trust Services Criteria.
Those criteria address areas including security, availability, processing integrity, confidentiality, and privacy. The specific criteria included in an examination depend on the scope of the organization's SOC 2 engagement.
Unlike a general cybersecurity checklist, a SOC 2 examination evaluates controls within the context of the service organization's systems, processes, responsibilities, and operating environment.
More information about the SOC reporting framework is available through the AICPA SOC 2 resources.
SOC 2 Type 1 vs. Type 2
SOC 2 Type 1
A SOC 2 Type 1 report evaluates the design of specified controls at a particular point in time. It provides an assessment of whether those controls have been suitably designed to address the applicable Trust Services Criteria included within the scope of the examination.
CCSI's 2021 milestone documented this stage of the company's security and compliance development.
SOC 2 Type 2
A SOC 2 Type 2 examination goes further by evaluating the operating effectiveness of controls over a defined period of time.
Both report types provide organizations and their customers with information about the controls established within a service provider, but they address different periods and objectives within the examination process.
Why SOC 2 Matters for Contact Centers
Contact centers may interact with customer records, account information, payment-related information, healthcare data, internal business systems, communications platforms, and other sensitive information depending on the services they provide.
For organizations evaluating an outsourcing provider, independently examined controls can provide additional visibility into how the provider manages areas such as access, systems, monitoring, risk, policies, incident management, and information protection.
Security Controls
A structured security program establishes responsibilities and controls designed to help protect systems and information from unauthorized access, misuse, or other security risks.
For CCSI clients, these controls support operations such as customer service, debt collection, financial services, healthcare support, technical processes, and other BPO services.
Operational Accountability
Security also depends on documented processes, defined responsibilities, continuous monitoring, employee awareness, risk management, and management oversight.
These practices become especially important when an external provider operates as an extension of a client's organization and interacts directly with customers, systems, and business information.
Supporting Regulated Industries
Organizations in industries such as financial services and healthcare often have additional security, privacy, and compliance requirements when outsourcing customer-facing or back-office processes.
A provider's security framework, certifications, compliance programs, technology controls, and Quality Assurance processes should therefore be evaluated as part of the broader outsourcing decision.
CCSI's Security Framework Today
The SOC 2 Type 1 report documented in this 2021 article represents an important milestone in CCSI's security history. Since then, the company's cybersecurity and compliance framework has continued to evolve.
Today, CCSI identifies SOC 2, ISO/IEC 27001, PCI DSS, and HIPAA compliance among the standards and frameworks supporting its cybersecurity and compliance program.
The current framework combines security governance, risk management, access controls, endpoint and network protection, monitoring, incident readiness, security awareness, and other controls designed to support enterprise Nearshore operations.
In 2026, CCSI also achieved ISO/IEC 27001:2022 certification across its operations in Mexico, further expanding the information-security framework developed over the years following the original SOC 2 Type 1 milestone.
About Call Center Services International
Call Center Services International (CCSI) helps U.S. organizations establish and manage Nearshore Contact Center operations in Mexico. CCSI combines professional bilingual and bicultural agents with recruiting, training, Workforce Management, Quality Assurance, technology infrastructure, and operational support.
CCSI supports services including customer service, debt collection, healthcare operations, loan servicing, technical support, and other BPO services from professional contact center environments in Mexico.
These operations are supported by CCSI's cybersecurity and compliance framework, helping organizations combine workforce scalability, operational control, professional infrastructure, and information-security practices within a Nearshore model.
Historical note: First published in July 2021, this article has been reviewed and updated while preserving CCSI's original SOC 2 Type 1 milestone and Alejandra Miranda's original statement regarding the April 2021 external audit. Her title and the SOC 2 Type 1 reference reflect CCSI's organization and reporting status at the time. Additional context has been included to clarify SOC 2 terminology and reflect the continued evolution of CCSI's cybersecurity and compliance framework.
Originally published: July 8, 2021
Last reviewed and updated: July 26, 2026
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