ISO 18295-1 is an internationally recognised standard that specifies the structure, management and service delivery principles for customer contact centres (CCC). The scope of the standard covers both in-house call centres and outsourced service providers. The scope of application is broadly defined to cover all types of incoming and outgoing customer communication channels (telephone, email, chat, social media, etc.).
Purpose and Basic Approach of the Standard
The purpose of this standard is to establish operational requirements and performance criteria to ensure that customer expectations are met in a consistent, effective and measurable manner. ISO 18295-1 covers not only results-oriented performance indicators, but also fundamental areas such as process controls, employee competencies, and holistic management of the customer experience.
Basic Scope:
The ISO 18295-1:2017 standard covers the following main topics:
Customer relationship requirements,
Customer-focused leadership,
Human resources,
Operational processes,
Service delivery infrastructure,
Customer relationships,
The primary focus of the standard’s audit is ensuring that the service provided at customer touchpoints is consistent with the organisation’s promises, measurable, traceable, and open to improvement.
Who is it for?
The ISO 18295-1 standard is applicable to all sectors that directly communicate with customers. It offers a strong value proposition, particularly in the following sectors:
Public service providers (e-government services, social support systems),
Banking, insurance, and financial institutions,
Telecommunications operators,
E-commerce and retail platforms,
Transportation and logistics companies,
Energy and public service providers,
The ISO 18295 certification provides a comprehensive quality management framework for customer contact centres, contributing to the establishment of transparent, traceable, and improvable processes. This standard, which creates benefits in many areas from disciplining internal applications to strengthening external customer perception, serves to systematise a customer-focused culture.
In addition;
It ensures the systematic management and continuous improvement of customer communication quality.
It contributes to the development of customer loyalty with a structured service experience.
Creates operational efficiency and cost advantages with defined and repeatable processes.
Supports internal motivation and team interaction by making employee contributions measurable.
Provides the opportunity to document that service quality is carried out in accordance with international standards.
To strengthen the quality infrastructure of your customer contact centre, CFECERT offers the following services within the scope of the ISO 18295-1 standard:
We identify gaps in your system by providing gap analysis services.
We offer auditing and certification services.
We evaluate your implementation level with internal audits from an impartial perspective.
Through our awareness training programmes, we ensure that your employees learn the requirements of the standard and integrate them into your organisational culture.
With our team of professional trainers, we can help you ensure the quality performance of your customer contact centre at an international level. Contact us at geçebilirsiniz.info@cfecert.co.uk
