What is ISO 18295-1:2017 - Customer Contact Centre Certification?
ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

Why ISO 18295-1 is important?

We all know the frustration of phoning a call centre, only to be put on hold for an interminable amount of time or taken through a long and complex series of options before arriving at a dead end. And when we finally get hold of someone, it is usually to battle with the language barrier or be told to call back later – all while paying an extortionate rate for the call itself.

ISO 18295-1, Customer contact centres – Part 1: Requirements for customer contact centres, specifies best practice for all contact centres, whether in-house or outsourced, on a range of areas to ensure a high level of service; these include communication with customers, complaints handling and employee engagement.

What are the benefits of ISO 18295-1 certifcation?
  • Create value for the customer, the client, the employee, and customer contact centres.
  •  Improving the efficiency of the service and the client or customer contact centres relationship.
  •  Making the structures of the call centre more efficient
  •  Minimizing the risk of complaints
  •  Differentiating yourself from competitors


Who can acquire ISO 18295-1:2017 certification?

ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

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