ISO 18295 Customer Contact Center
ISO 18295 Customer Contact Center
The ISO 18295 standard, which replaces the EN 15838 standard, is a service standard that helps manage expectations for both employers and employees, provides performance management and ensures satisfaction for employers and customers.
ISO 18295 specifies clear requirements for internal contact centers and outsourced contact centers (operated by third parties) and consists of two parts:
ISO 18295-1 specifies requirements for customer contact centers, whether internal or outsourced. It is applicable to customer contact centers of all sizes, industries and interaction channels, including Inbound and Outbound.
ISO 18295-2 sets out the requirements for the employer commissioning the customer contact center.
Benefits to be derived from the standard
By implementing ISO 18295-1, you can improve customer service and increase your success in business.
The standard contributes to:
- Making the structure of the call center more efficient,
- Minimize the risk of complaints and
- Distinguishing yourself from competitors.
The implementation of IT Services differs from organization to organization. The departments in the organizations have different demands and challenges in the activities performed. For this reason, the system created must be sustainable and compatible with the realities of the organizations.
