ISO 18295:2017 Standard for Contact Centers

The standard was developed and published by the International Organization for Standardization (ISO). It replaces the European Standard EN 15838:2009.

ISO 18295:2017 is applicable to both inhouse (captive) and outsourced (third-party operator) Customer Contact Centers (CCCs), of all sizes, across all sectors and all interaction channels including inbound and outbound.

The standard comprises of two parts and is more structured than its European predecessor. Requirements for CCCs are contained in ISO 18295-1. The requirements for organizations that mandates the CCC are in ISO 18295-2.

The implementation of the standard and certification against ISO 18295:2017 contribute to:

• Raising customer service standards
• Improving customer satisfaction
• Increasing job satisfaction
• Reducing employee turnover
• Improving organizational management
• Reducing operational costs
• Standing out from the competition

As an experienced supplier to the Customer Contact Center industry, we offer a wide range of services related to ISO 18295:2017 and other industry-related services.

For more information, please contact:

Nelirene "NELI" M. Dablio
Certification and Business Enhancement
Marketing Manager
m: +63 (917) 584 94 64
www.sgs.ph

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