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ISO 18295-1:2017 Customer Contact Centers (CCC)

CONSULTANCY AND CERTIFICATION SERVICES

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.

ISO 18295-1:2017 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 organization, rather than CCC.

Scope:

This 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 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.

ISO 18295 and ISO 18295-2 implementation and certification.

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

Start your journey to ISO 18295-1:2017 certification

We can help you achieve ISO 18295-1:2017 certification in the shortest possible timeframe, with minimal disruption to your organization, saving you hours of uncertainty and trial and error.

For more information or to get a quote, please contact one of our experts.