ISO 18925 is a service standard that helps to manage expectations for both employers and employees, enable performance management, and support satisfaction for employers and customers. It determines clear requirements for internal contact centers and outsources contact centers (operated through third parties) and consists of two parts:
ISO 18295-1: determines the requirements for customer contact centers, which are operated internally or outsourced. It can be applied to customer contact centers of every size, sector and interaction channel, including Inbound and Outbound.
ISO 18295-2: determines the requirements for the employer who commissions the customer contact center.
ISO 18295-1:2017 customer contact centers part 1 is the international standard that specifies service requirements for all customer contact centers (CCC). The body aims to ensure that the customer contact center of every organization continuously satisfies customer/client expectations when they reach out to the organization. This will be achieved if the CCC administers its services in compliance with the appropriate management guidelines and systematic approach laid out for them in the ISO 18295-1:2017.
Notably, the ISO 18295-1 Customer Contact Centers — Part 1 also serves as a benchmark to measure CCCs performance metrics whenever needed.
We all know how important a customer service center or customer support is to an organization. From making queries about the company’s products/services to laying complaints, they are who we call whenever we have issues. How they respond — in terms of waiting for time, language, communication, mannerism, etc. — goes a long way to determine whether we continue doing business with them or criticize them to other potential customers.
A customer contact center can potentially attract or push away clients.
Therefore, ISO 18295-1, Customer Contact Centres — Part 1: Requirements for Customer Contact Centres lays out best practices for CCC to ensure a high level of service to customers, including how they communicate and handle their issues.
The benefit of adhering to ISO 18295-1 Requirement for Customer Contact Centres is that your company will not only meet clients’ expectations but will draw them closer to you through quality communication, making them loyal ambassadors of your brand.
We are ready to find answers and proffer solutions to any queries you may have concerning ISO 18295-1 consultancy and certification. Whatever your challenges, wherever you are in your journey to becoming ISO 18295-1 certified, we work with you to ensure you’re well-positioned for it.
To ensure you keep adhering to the requirements and continuously improve on your services, we may also keep in touch and assess you annually as you so desire.
The ISO 18295-1 certification and the requirements may seem complicated. It’s our pride at S&H Technologies to make the process as easy and hitch-free as possible while offering you the best benefits.
Contact us today for queries on ISO 18295-1 Customer Contact Centers consultancy and certification.
