ISO 18295 Certification in Dubai-UAE

ISO 18295 - Customer Contact Centre Management System

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.

Part 1: Requirements for customer contact centres: 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.

Part 2: Requirements for clients using the services of customer contact centres: ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1

ISO 18295 Certification Benefits

• Enhance business performance.
• Differentiating yourself from competitors.
• Minimizing the risk of complaints.
• Improving the efficiency of the service and the client or customer contact centres relationship.
• Create value for the customer, the client, the employee, and customer contact centres.
• Enhanced consistency of service.
• Proven business credentials.