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
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
value for the customer, the client, the employee, and customer contact
the efficiency of the service and the client or customer contact centres relationship.
the structures of the call centre more efficient
the risk of complaints
yourself from competitors
Who can acquire ISO 18295-1:2017
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