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OVERVIEW: ISO 18295:2017 CUSTOMER CONTACT CENTERS

In today’s fast-paced digital world, customer expectations are higher than ever. Contact centers are no longer just service hubs—they are strategic assets that shape customer loyalty, brand reputation, and business success. Nevertheless, without a structured framework, maintaining consistency, efficiency, and quality across multiple channels can be a challenge.

This is where the Contact Center ISO 18295:2017 comes in. As the global standard for Customer Contact Centers (CCCs), ISO 18295 sets a comprehensive framework for service delivery improvement. It ensures that customer interactions are efficient. They are also consistent and aligned with best practices. Regardless of industry, size, or whether a contact center is in-house or outsourced, these standards create a foundation for excellence. They help organizations, employees, and customers alike.

What is the Contact Center ISO 18295 Certification?

Contact Center ISO 18295 is an internationally recognized quality management system specifically designed for contact centers. It sets out best practices for service delivery, complaint handling, employee engagement, performance measurement, and multi-channel interactions. The standard is divided into two key parts:

• Contact Center ISO 18295-1: Requirements for customer contact centers—focusing on improving service quality and customer experience.
• Contact Center ISO 18295-2: Requirements for organizations using customer contact centers—ensuring businesses set clear service expectations.

By benchmarking against these standards, organizations can improve efficiency. They can also build customer trust. Additionally, they can enhance employee satisfaction. Doing so creates a well-rounded and high-performing contact center.

Our Approach

It is quick and easy to achieve your ISO standards and Snapshotz accreditation. CertifyCX Advisory Group has over 15 years of business experience and can help you to reach this very easily.

The next is the process in a simplified way:

STEP 1: PREPARATION

CertifyCX’s dedicated certified Snapshotz auditor would be on continuous engagement. They would review the audit plan in preparation for your stage 1 assessment.

STAGE 1 ASSESSMENT

There’s no pressure for the first assessment. Most of them are really surprised by what they already have in place after this visit. The report issued will highlight the next steps you need to take to achieve the organization’s assessment and certification.

STAGE 2 ASSESSMENT

Once you’re ready, CertifyCX’s dedicated Auditor will review it again. The Auditor will check if your own management systems and procedures meet the requirements in the standard. You’ll get the Auditor’s findings on the day they are approved by our compliance office. The final documentation will be issued according to the decision.

ANNUAL ASSESSMENT:

The excellence in trustworthiness about the Contact Center ISO 18295 is influenced by its demand for ongoing improvement. We keep correspondence and arrange annual assessments. These assessments keep the acquired certification up-to-date.

By partnering with CertifyCX, organizations gain access to the latest AI-driven assessment tools. They also get expert guidance. This helps to create a world-class customer experience.

Where Expertise Meets Innovation – CertifyCX Ensures Excellence.