ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

We all know the frustration of phoning a call centre, only to be put on hold for an interminable amount of time or taken through a long and complex series of options before arriving at a dead end. And when we finally get hold of someone, it is usually to battle with the language barrier or be told to call back later – all while paying an extortionate rate for the call itself.

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.