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ISO 18295 Call Center Management System

The ISO 18295 standard describes the requirements that customer contact center / call center organizations must meet. Nowadays, many organizations communicate with their customers through call centers and manage order, complaint, customer satisfaction management and many other processes through these centers. ISO 18295 Call Center Management System has also been developed to ensure that these centers provide better quality service. By meeting the requirements of ISO 18295 standard, companies with customer contact centers can conduct their relations with their customers more healthily, safely and efficiently.



What is ISO 18295 Call Center Management System?



The ISO 18295 standard consists of two different parts:

Ø ISO 18295-1:2017 - Customer contact centers - Part 1: Requirements for customer contact centers

Ø ISO 18295-2:2017 - Customer contact centers - Part 2: Requirements for customers using the services of customer contact centers



The first part of the standard specifies the requirements for customer contact centers that are managed in-house or by an outsourcing provider. This section addresses certain aspects of products and services that remain the responsibility of the customer organization, rather than call centers. ISO 18295-1:2017 establishes a framework for call centers aimed at providing customers with services that consistently and proactively meet their needs. The standard applies to both in-house and outsourced (third-party operator) customer contact centers in all sectors and all channels of interaction, including incoming and outgoing

ISO 18295-2 describes the requirements for the customer organization that makes the call center mandatory. Call centers are not responsible for certain aspects of products and services that remain the responsibility of the customer organization. ISO 18295-2 is aimed at consistent satisfaction of customer expectations through the provision and management of appropriate arrangements with call centers that meet the requirements of the first part.

Scope of ISO 18295 Call Center Management System


We can list the articles of the ISO 18295-1 standard as follows:

    1 Scope

    2 Normative references

    3 Terms and definitions

    4 Customer relationship requirements

                   4.1 Overview

                   4.2 Information communication to customers

                   4.3 Measurement and monitoring of customer experience

                   4.4 Handling of complaints

                   4.5 Customer protection

    5 Customer-oriented leadership

                   5.1 Overview

                   5.2 Customer experience design and presentation

                   5.3 Employee satisfaction/loyalty

    6 Human resources

                   6.1 Overview

                   6.2 Functions

                   6.3 Representative competencies

                   6.4 Skill development

                   6.5 Transmission of information to employees

    7 Operational processes

                   7.1 Overview

                   7.2 Customer-related processes

                   7.3 Workforce planning

                   7.4 Quality assurance related to customer interactions

    8 Service delivery infrastructure

                   8.1 Overview

                   8.2 Managing customer interactions

                   8.3 Customer data

                   8.4 Working environment

                   8.5 Continuation of the service

    9 Customer relationship

    October A Metrics - Guidelines

                   A.1 Overall

                   A.2 Metrics

    Appendix B Customer - call center relationship October 2017

    Bibliography

We can list the articles of the ISO 18295-2 standard as follows:

    1 Scope

    2 Normative references

    3 Terms and definitions

    4 Customer requirements for providing customer relationship center service

    5 Customer experience

                   5.1 Overview

                   5.2 Determining the needs of customers

                   5.3 Customer experience strategy

                   5.4 Customer access and communication strategy

                   5.5 Customer costs

                   5.6 Consistency of information

                   5.7 Customer protection

                   5.8 Ethical behavior

                   5.9 Customer data

    6 Customer relations with the customer relations center

                   6.1 Overview

                   6.2 Customer experience strategy

                   6.3 Customer access and communication strategy

                   6.4 Roles and responsibilities

                   6.5 Transmission of information to the customer relations center

                   6.6 Operational processes

                   6.7 Forecasting and planning

                   6.8 Monitoring the performance of the customer relations center

                   6.9 Customer feedback

    6.10 Terms of service

    Bibliography

How to Get ISO 18295 Certificate?


ISO 18295 Call Center Management System Certificate is obtained from accredited certification bodies. Companies that want to obtain ISO 18295 Certificate, after fulfilling the requirements of the standard, contact the certification bodies and submit their applications. After the bidding stage is completed, audits are carried out within the company and the requirements of ISO 18295 Call Center Management System are examined on-site. In this process, it is also requested that certain documents be prepared from the companies that will receive documents stating that they have implemented the system. Companies that have successfully completed the documentation and audit stages can obtain ISO 18295 Call Center Management System Certificate. In the ongoing processes, surveillance and recertification audits are conducted.



Benefits of ISO 18295 Call Center Management System


We can summarize the benefits that companies applying the ISO 18295 standard will receive as follows:




Ø Customer satisfaction and trust in the company increase.

Ø Corporate reputation improves and brand value increases.

Ø Operating costs are reduced.

Ø The competitiveness of the market increases.

Ø Problems and costs caused by customer complaints are reduced.

Ø The quality of customer communication is systematically improved.

Ø Customer loyalty increases.

Ø The contribution of the staff to customer service, understanding and appreciation of the results increases; thus, improvement is achieved in the mutual support network between the employees. dec.

 

ISO 18295 Call Center Management System Consulting Service


Organizing customer relations according to internationally established quality standards benefits organizations in many ways. In this context, the establishment, operation and improvement of ISO 18295 Call Center Management System is one of the most important issues for every company providing this service. Companies that want to install and certify this system can make the process much faster and more effective by obtaining ISO 18295 Call Center Management System consulting services. Consulting firms guide companies in meeting all requirements related to ISO 18295 and in the stages after certification.

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