What is ISO 18295?
ISO 18295 is the first international standard that defines the quality of contact centers (call centers) and the management of customer requests, including how customer care is delivered through various communication channels. The service provided by a call or contact center plays a decisive role in maintaining quality dialogue with customers and must meet strict requirements. The standard outlines the commitment and professionalism of service processes, operational parameters, and ensures that incoming customer requests are appropriately responded to and processed.
Main Benefits of ISO 18295 Certification
- Improved Service Quality: Ensures that contact centers meet the highest standards of quality in the services offered to customers.
- Increased Customer Trust: Demonstrates commitment to customer satisfaction, increasing trust.
- Efficient Problem Resolution: Contact centers will have better organization and improved mechanisms for quickly resolving customer issues.
- Process Optimization: Internal processes are optimized using best practices to enhance overall efficiency.
Benefits of Obtaining ISO 18295 Certification
- Increased Competitiveness: Enhances the company’s competitive edge in the market.
- Regulatory Compliance: Meets legal and regulatory requirements applicable to certain industries.
- Systematic Improvement: Enables more efficient risk management related to improper handling of customer requests.
How to Obtain ISO 18295 Certification?
- Training and Readiness: Become familiar with ISO 18295 requirements and assess current contact center processes and practices against the standard.
- Implementation: Introduce the necessary procedures, policies, and training required by ISO 18295.
- Pre-Certification Audit: Conduct an internal audit and readiness assessment.
- Choose a Certification Body: Select a certification body.
- Official Audit: The certification body conducts an external audit.
- Certification: If the requirements are met, the ISO 18295 certificate is issued.
Which Industries Implement ISO 18295?
This standard is applicable to all organizations where contact centers play a significant role and which aim to offer consistent and sustainable levels of excellent customer satisfaction.
How Long Is the ISO 18295 Certificate Valid?
The ISO 18295 certificate is valid for 3 years. However, annual surveillance audits are required to ensure ongoing compliance. After three years, a recertification is conducted.
How to Implement ISO 18295?
- Plan: Develop an implementation plan for ISO 18295.
- Form a Team: Assign responsible personnel for implementation.
- Assess Current Practices: Review and identify existing procedures for contact center quality and customer request handling.
- Define New Procedures and Policies: Develop a documented system for customer management and communication in accordance with ISO 18295.
- Training: Educate employees on the ISO 18295 requirements.
- Implementation: Integrate the new policies and procedures into daily operations.
- Measurement and Monitoring: Establish mechanisms for performance monitoring and evaluation.
- Pre-Audit: Conduct an internal audit to verify compliance.
- Certification: Participate in the official audit process by the certification body.
