ISO 18295 Customer Contact Centers Standard
ISO 18295 Customer Contact Centers Standard: Secures the relationships between organizations receiving services from Customer Contact Centers and Customer Contact Centers with their customers.
What is ISO 18295 Customer Contact Centers Standard?
In this area, the “TS EN 15838 Customer Relationship Centers – Rules for Service Fulfillment Standard” previously published by the European Committee for Standardization (CEN) for call centers has been repealed and replaced by “ISO 18295-1″ and ISO 18295-2” published by the International Organization for Standardization (ISO). Standards and the criteria related to the services of Customer Contact Centers have been linked to international standards.
ISO 18295-1 and ISO 18295-2 standards published by ISO, unlike the outdated TS EN 15838 Standard; the rules that customer contact centers and institutions and organizations receiving services from customer contact centers must comply with are published as two separate standards in a clearer manner.
ISO 18295-1 Standard describes “Requirements for Customer Contact Centers” and ISO 18295-2 Standard describes “Requirements for Customers Using Customer Contact Centers”.
The most recent version of the standard published by ISO was published in 2017 as ISO 18295-1:2017 and ISO 18295-2:2017.
Register Trust and Quality in Customer Contact Centers
Secure your customer communication processes with ISO 18295-1 and ISO 18295-2 standards. Contact us today to get ahead of the competition by aligning your service quality, data privacy and performance management with international criteria.
ISO 18295 Customer Contact Centers Standards Certification Process
Organizations wishing to obtain ISO 18295 Customer Contact Centers Standard Certificate, after establishing a system in accordance with the standard, certification is carried out as follows.
Certification Audit:
Completion of the certification audit in two phases;
Stage 1 Audit: General examination of the documentation prepared by the company within the scope of the relevant ISO 18295 Customer Contact Centers Standard.
Stage 2 Audit: On-site control of the documentation applications prepared by the company within the scope of the relevant ISO 18295 Customer Contact Centers Standard and identification of appropriate and possible inappropriate issues.
Corrective Actions, Follow-up Audit and Certification:
If nonconformity is detected in the Stage 2 Audit, ISO 18295 Customer Contact Centers Standard Certificate of Conformity is issued after the nonconformity is closed by the organization applying for certification or by the certification body with a follow-up audit according to the type and size of the nonconformity.
Surveillance Audits:
Surveillance audits are audits carried out in the second and third years after the certification audit. In surveillance audits, it is determined that the organization’s processes continue correctly after certification.
If nonconformity is detected in the surveillance audit, it is decided to continue the relevant ISO 18295 Customer Contact Centers Standard Certificate of Conformity after the nonconformity is closed by the organization audited or by the certification body with a follow-up audit according to the type and size of the nonconformity.
Periodic surveillance audits are mandatory for the validity of the ISO 18295 Customer Contact Centers Standard Certificate and to determine that the organization’s system continues to comply with the standard. These periodic surveillance audits are 1st Surveillance and 2nd Surveillance audits. The first of these surveillance audits must be completed within 12 months after the Stage 2 audit and the second within 24 months after the Stage 2 audit.
Recertification Audit:
It is a type of audit conducted in the fourth year after the Stage 2 audit and conducted to organizations that implement the ISO 18295 Customer Contact Centers Standard and have undergone the first certification audit. As in Stage 2, 1st Surveillance and 2nd Surveillance audits, documentation and application control of the organization is carried out by on-site audit.
Benefits of ISO 18295 Customer Contact Centers Standards
Implementation of the ISO 18295 standard, to organizations;
- Improving customer communication control and quality
- Minimizing the risks of customer complaints
- Satisfaction of call center customers
- Manage call center risks and risks arising from call centers
- Continuous improvement of your service and performance
- Build trust with your customers, stakeholders and all interested parties
- Triggering personal development and measuring the effectiveness of the trainings received
- Strengthening the image of the organization with productivity-enhancing benefits
- National and international competitive advantage
