ISO 18295-1:2017 (CCC)

iENGINEERING has consistently enhanced its procedures and ensured that major International Organization for Standardization (ISO) standards are met in order to offer exceptional services to its clients. The international body has verified our sincere efforts in this field following numerous audits over a protracted period of time.

ISO 18295-1:2017 specifies requirements and guides in-house and outsourced customer contact centers. The standard applies to all customer interactions with a Customer Contact Centre (CCC).

In-house and outsourced customer contact centers that follow ISO 18295 guidelines must meet specific requirements. Any time a customer interacts with a customer contact center, the standard is followed (CCC).

Organizations can implement the standard for CCCs across all industry sectors, sizes, and inbound and outbound engagement channels. Performance metrics (KPIs) are prescribed by ISO 18295 when and where necessary.

Benefits of ISO 18295 Certification to the Customer Contact Center (CCC) Management

  • Adds value to the contact centers for customers, employees, and customers.
  • Increases customer satisfaction and service effectiveness.
  • Guarantees clients receive trustworthy and consistent service.
  • Enhances communication between customer contact centers and clients.

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