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. ISO 18295 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.
ISO 18295 certification document specifies requirements for the client organization that mandates the CCC (in-house CCC and/or the outsourcer). A CCC is not responsible for certain aspects of products and services which remain the responsibility of the client organization.
This document aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of this document.
ISO 18295-1 specifies requirements for CCCs which are either in-house or managed by an outsourcer. It deals with certain aspects of products and services which remain the responsibility of the client organisation, rather than than CCC.
This document specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1.
This document is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, including voice and non-voice media.
The following documents are referred to in the text in such a way that some or all of their content constitutes requirements of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.
There are different kinds of 18295 ISO Certification which focus on different aspect of business or organisational activity. ISO 9001 focus quality management system which helps organisation to enhance customer satisfaction with company product and services. Similarly ISO 14001 focus on environmental management and so on.
Before obtaining ISO certification, you must have look into your entire business process thoroughly and analysis which part or parts of the process you desire to standardized with ISO standards. Accordingly choose the ISO 18295 certification online.
Provide externally validated evidence of customer contact centres (CCC) professionalism via ISO 18295 audit and certification services that help:
● Improve the quality of services offered by CCCs
● Increase customer confidence and satisfaction
● Enhance organizational management
● Reduce operating costs
● Achieve greater competitiveness
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