Reliable and efficient customer service enhances your company’s reputation and competitive advantage.
ISO 18295 is the first international quality standard dedicated to the call center industry, replacing European standard EN 15838. ISO 18295 can help you to prove your commitment to professionalism and continuous improvement of customer service quality.
The standard comes in two parts – ISO 18295-1 and ISO 18295-2. The former outlines the requirements for CCCs while the latter describes client organization requirements that mandate the CCC. Both apply to in-house (captive) and outsourced (third-party operator) CCCs, regardless of their size, across all sectors and communication channels, including incoming and outgoing communication.
ISO 18295-1 covers:
In addition, ISO 18295-1 provides KPIs that the CCC or client should monitor, as well as recommendations on best KPI practices, goals and reporting. It also indicates the most important information that should be included in the contract between the CCC and client.
ISO 18295-2 covers:
Our ISO 18295 audit and certification services can contribute to improving your CCC’s quality of service.
We can help you:
As a world-leading inspection, verification, testing and certification company, we offer proven experience as a service provider for the contact center industry. Thanks to an experienced team of auditors and experts, we offer a comprehensive range of ISO 18295-related services, such as:
Contact us to find out more about how our ISO 18295 audit services can benefit your CCC.