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ISO 18295:2017 Customer contact Centers

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 Group’s 15 years of business can help you to attain this very easily.

The following are the process in a simplified way

Step 1 : Preparation

Green Worlds dedicated auditor will be in touch to go through the audit plan in preparation of your stage 1 assessment.

Stage 1 Assessment

There’s no pressure for the first assessment; many are surprised what they already have in place following this visit. The report issued will highlight the next steps you need to take to achieve your certification.

Stage 2 Assessment

When you’re ready, Green World Group’s dedicated Auditor will visit again to establish if your management systems and processes meet the requirements of the standard. You’ll be advised of the Auditor’s recommendations on the day which will be ratified by our Compliance department, and your certification will be issued following the decision.

Annual Assessment:

The excellent reputation of ISO 18295 is driven by its requirement for ongoing improvement, so we’ll keep in touch and arrange annual assessments to keep your certification up-to-date.

Green World Group’s Assured Support

We understand that certification can appear daunting. Green World Group’s experts are here to make sure that the process is as smooth as possible and that you gain maximum benefits.

To keep everything running smoothly, you’ll receive the following:

  • A Letter of Commitment once you start proceedings
  • An Auditor, who’ll stay with you throughout the process
  • An Account Manager to answer all of your questions
  • Free generic template toolkits and access to professional online training.

Contact one of our Green World Group Occupational Health and Safety Consultant for more information. Please visit our Contact Page.