ISO 18295-1:2017

CONSULTANCY AND CERTIFICATION SERVICES

ISO 18295 Certification for Customer Contact Centres (CCCs)

ISO 18295 specifies a framework for Customer Contact Centres (CCCs) designed to ensure they provide services that consistently meet or exceed customer expectations. It is applicable to both in-house (captive) and outsourced (third-party operator) CCCs, regardless of their size, sector, or interaction channel (inbound or outbound). The standard also defines performance metrics (KPIs) to ensure quality and accountability.

Scope of ISO 18295 Certification

ISO 18295-1:2017:
This standard focuses on the operational requirements for CCCs, whether managed in-house or outsourced. It ensures customer expectations are met by maintaining appropriate arrangements that comply with the standard’s guidelines.

ISO 18295-2:2017:
This standard outlines the requirements for organizations that utilize CCC services. It ensures accountability for products and services provided remains with the client organization, while CCCs meet high-performance standards.

The certification applies to CCCs of all sizes and sectors and covers multiple communication channels, including voice and non-voice media.

Key Benefits of ISO 18295 Certification

1. Improved Service Quality:
   Implementing ISO 18295 ensures that CCCs consistently provide high-quality services, improving overall customer experience.

2. Increased Customer Confidence and Satisfaction:
   Certification demonstrates a commitment to customer satisfaction, fostering trust and loyalty.

3. Enhanced Organizational Management:
   ISO 18295 implementation supports better management practices, ensuring operational efficiency.

4. Cost Reduction:
   Streamlined processes reduce operating costs, allowing CCCs to focus resources on value-adding activities.

5. Competitive Advantage:
   Certification enhances your market reputation, setting your CCC apart as a trusted and professional service provider.
   
   

How We Can Help

Our consultancy services are tailored to ensure a smooth and efficient ISO 18295 certification process for your CCC.

What We Offer:

• Gap Analysis: We identify areas where your CCC’s processes need improvement to align with ISO 18295 requirements.
• Custom Implementation Plan: We design a tailored implementation plan to meet your organization’s unique needs.
• Performance Metrics Development: Our experts help you define and monitor KPIs to meet ISO 18295 standards.
• Training and Awareness: We provide staff training to ensure alignment with certification requirements.
• Audit Preparation: We prepare your CCC for external audits by conducting internal assessments and resolving non-conformities.
• Certification Support: We guide you through the certification process to achieve compliance with ISO 18295-1 and ISO 18295-2 standards.
  
  

Why Choose Us?

• Expert Guidance: Our consultants are ISO certification specialists with extensive experience in CCC implementation.
• Quick Turnaround: We ensure certification in the shortest possible timeframe with minimal disruption to your operations.
• End-to-End Support: From initial assessment to post-certification, we provide comprehensive support throughout the process.

Start Your ISO 18295 Certification Journey Today

Achieve ISO 18295 certification with confidence and professionalism. Let us help you enhance service quality, customer satisfaction, and operational efficiency.

Contact us now to speak with one of our experts and get a tailored quote for your ISO 18295 certification needs!