ISO 18295 - Customer contact centres — Requirements for customer contact centres
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.
ISO 18295 - Benefits
- Create value for the customer, the client, the employee, and customer contact centres.
- Improving the efficiency of the service and the client or customer contact centres relationship.
- Making the structures of the call centre more efficient
- Minimizing the risk of complaints
- Differentiating yourself from competitors
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