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.