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Provide high quality customer service with ISO 18295 audit and certification from SGS.

Financial District

Reliable and efficient customer service enhances your company’s reputation and competitive advantage. ISO 18295 is the first international quality standard dedicated to the call center industry. Audit and certification according to ISO 18295 provides proof of your company's commitment to professionalism and continuous improvement of customer service quality. Our ISO 18295 audit and certification services contribute to the improvement of the quality of services offered by your customer contact center (CCC).

Why choose ISO 18295 audit and certification services from SGS?

We can help you:

  • Create value for your organization, customers, employees and CCC
  • Increase customer confidence and satisfaction
  • Improve organizational management
  • Achieve greater competitiveness and reduce costs
  • Raise awareness and improve employee skills
  • Improve problem identification and solving
  • Provide externally validated evidence of professionalism

A wide range of services related to ISO 18295

As a world-leading inspection, verification, testing and certification company, we offer proven experience as a service provider for the contact center industry. Thanks to an experienced team of auditors and experts, we offer a wide range of services related to ISO 18295, such as:

  • Pre-audits
  • Certification
  • Supplier audits
  • The requirements and interpretation of ISO 18295 trainings
  • Training for Internal auditors and lead auditors
  • Implementation workshops
  • Mystery caller service

What is ISO 18295?

Developed by the International Standardization Committee, ISO 18295 replaced the previously applicable European standard EN 15838. ISO 18295 is more structured and as one of the ISO standards, more consistent with the other commonly used by organizations ISO management systems.

The standard consists of two parts, ISO 18295-1 and ISO 18295-2. ISO 18295-1 outlines the requirements for CCCs, and ISO 18295-2 describes the requirements for client organization that mandates the CCC.

Both documents are applicable to both in-house (captive) and outsourced (third-party operator) CCCs, regardless of their size, across all sectors and all communication channels, including incoming and outgoing communication.

ISO 18295-1 covers:

  • Customer relationship requirements
  • Customer-focused leadership
  • Human resources
  • Operational processes
  • Service delivery infrastructure
  • Client relationship

In addition, ISO 18295-1 provides indicators (KPIs) that should be monitored by the customer contact center or the client, as well as recommendations on the best KPI practices, goals and reporting. It also indicates the most important information that should be included in the contract between the CCC and the client.

ISO 18295-1 covers:

  • Customer experience
  • Client relationship with the CCC

To discuss your ISO 18295 requirements and find out more about ISO 18295 audit and certification services, contact us today.