ISO 18295 Customer Contact Centre

ISO 18295 Customer Contact Centre

About ISO 18295 Customer Contact Centre

ISO 18925 specifies requirements and gives guidance for in-house contact centres and outsourced contact centres. It is intended to be used for any customer interaction with a Customer Contact Centre (CCC)

This standard can be applied by organisations both in-house (captive) and outsourced (third party operator) Customer Contact Centres of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

What are the benefits of ISO 18295 Customer Contact Centre?

  • Create value for the customer, the client, the employee, and customer contact centres.
  • Improving the efficiency of the service and the client or customer contact centres relationship.  

Why SIRIM QAS International?

  • SIRIM QAS International has a large pool of highly trained and experienced auditors who are qualified in accordance to the international standard requirements.
  • The competency of our multi discipline auditors adds values to the audit process, reckoning the credibility of certificates issued by us.
  • We offer the option of combined certification audit of two or more management systems to minimize disruption to your organisation.

How to apply ISO 18295 Customer Contact Centre?

  1. Submission of Request for Information (RFI)
  2. Issuance of Quotation
  3. Submission of Application
  4. Stage 1 Audit
  5. Stage 2 Audit
  6. Recommendation & Approval
  7. Issuance of Certificate
  8. Surveillance and Recertification Audit


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