ISO 18295:2017 provides the service necessities for CCC (Customer Contact Centers); it gives the systematic approach to all CCC with the goal of assisting in offering services to customers/ clients, which constantly meets their requirements. This standard is applicable for both outsourced and in- house regardless of sectors and size, all interaction channels with inbound and outbound as well. This also demonstrates Performance metrics wherever needed.

We all well know that calling a customer service center and getting our issues solved is not an easy thing as it takes a long time with complex sessions like waiting in the hold, language issue, etc. and finally we get solution to our queries/problem and that too by paying for the call

ISO 18295 – 1 CCC – part 1: gives the necessities of customer contact centers, demonstrates best practice strategies for all CCCs of both outsourced and in- house in order to make sure excellent service, which includes communication with customers, handling complaints/queries, employee engagement, etc…

ISO 18295-1, Customer contact centres – Part 1: Requirements for customer contact centres, specifies best practice for all contact centres, whether in-house or outsourced, on a range of areas to ensure a high level of service; these include communication with customers, complaints handling and employee engagement.

The Process

It is quick and easy to achieve your ISO certification and start winning new business. Green World Management Consultant 15 years of the business experience can help you to attain this very easily.

The following are the process in a simplified way

Step 1 : Preparation

Green Worlds dedicated auditor would be on continuous engagement to go through the audit plan in preparation for your stage 1 assessment.

Stage 1 Assessment

There’s no pressure for the first assessment; and most of them are really surprised what they already have in place following this visit. The report issued will highlight the next steps you need to take to achieve the company certification.

Stage 2 Assessment

Once you’re ready, Green World Group’s dedicated Auditor will review again to ascertain if your own management systems and procedures meet the requirements in the standard. You’ll be recommended with the Auditor’s findings in the day that would be approved by our Compliance office, and the final documentation will be issued adhering to the decision.

Annual Assessment:

The excellent trustworthiness in regards to ISO 18295 is influenced by its requirement intended for on-going improvement, so most of us keep up a correspondence and arrange annual assessments to keep the acquired certification up-to-date.