ISO 18295 Call Center Management System

ISO 18295 describes the service requirements for organizations that want to establish a call center or customer relationship center management system. There are two different standards regarding the call center management system. ISO 18295-1 includes requirements for customer relationship centers managed in-house or outsourced. ISO 18295-2 describes the requirements for customer organizations that require the use of call centers. Organizations that want to improve their customer relationship management capabilities and thus increase customer satisfaction can establish ISO 18295 Call Center Management System and obtain ISO 18925 Certificate from accredited certification bodies. Aşan Danışmanlık provides the training and consultancy services that companies need in this process and follows the certification process professionally from the beginning to the end. You can contact Aşan Danışmanlık to get detailed information about the scope and requirements of the standard and to start the ISO 18295 Call Center Management System certification process.

ISO 18295 Call Center Management System Scope


ISO 18295 describes the principles and procedures for communicating information to customers and tracking, measuring and reporting customer experience as part of customer relationship requirements. In addition, it describes the duties and responsibilities of the relevant personnel in order to evaluate the complaints received by the customer in the most accurate and fastest way and to provide feedback to the customer, while protecting the customer rights and information confidentiality. Adopting the principle of customer-oriented leadership, ISO 18295 Call Center Management System includes the steps necessary for the most effective and professional development and presentation of the customer experience. It also draws attention to the satisfaction and commitment of the people working in the call center.

The standard, which aims to provide a quality call center service to customers, emphasizes that human resources should be used in the most efficient way in this direction. In this context, it describes the functions of human resources management, talent development strategies and the processes of transferring information to employees. ISO 18295 Call Center Management System also includes information and procedures related to customer-related processes, correct planning of workforce and meeting quality assurance requirements within the framework of operational processes.

By establishing ISO 18295 Call Center Management System, companies can also improve their infrastructure for service provision. Thanks to this standard, customer relations can be managed in the most efficient way, customer data can be processed in the most healthy and correct way, the working environment can be increased in service quality, and call center service can be made sustainable. ISO 18295 also includes key indicators and metrics to accurately measure the quality of call center service.

ISO 18295 Call Center Management System Certificate


Companies that want to obtain ISO 18295 Customer Relations Central Management System Certificate apply to accredited certification bodies after meeting the requirements of the ISO 18295 standard. Companies can verify the compliance of their service with the standard by contacting Aşan Danışmanlık before the application stage. After the application is made, the certification bodies request some documents from the companies and examine them. After the documentation approval, inspection and verification stages are carried out. Organizations that successfully complete all steps are given ISO 18295 Call Center Management System Certificate. Aşan Danışmanlık provides the training and consultancy services that companies need at every stage of the process and makes the certification process fast and easy.

Some of the benefits of ISO 18295 Customer Relations Central Management System Certificate to organizations are as follows:

* Enhanced customer experience
* Receiving, evaluating and finalizing customer complaints in the most accurate, fast and safe way
* Increase in customer satisfaction and therefore customer loyalty to the brand
* Ensuring that call center employees provide a customer-oriented service approach
* More effective management of corporate reputation
* Effective monitoring of customer relationship management performance and increasing sustainability