ISO 18295 Customer Contact Centres – Requirements

Introduction

ISO 18295 is suitable for all kinds of activities between the customer service center and the customer, and is given for the customer service center. Requirements and guidelines, this standard consists of two parts:

Part 1: Requirement for customer contact centre
Part 2: Requirements for clients using the services of customer contact centres

With the rise of consumer awareness, customer relationship management has become increasingly important, and the function of the customer contact centres is gradually being valued. The information collected by the customer service center may be appeals, service requests, consultations, orders, or feedback suggestions. If an enterprise can correctly grasp the reasons for customer contact, and quickly make correct and effective responses, it will be able to create value for the enterprise. The current customer contact centres is not only to help customers solve problems, but more importantly, it can find opportunities and improvement points for the brand, and gradually transform from a cost center to a profit center.

Benefits

• Improve the stability and effectiveness of contact services.
• Optimize the relationship between the client and the customer contact center and the customer.
• Help the customer contact center provide customers with a high-level service experience on behalf of the client.
• Create value for customers, clients, customer contact centers ,and their employees.

Applicable To
The customer contact centre of all industries, or those companies who outsource the customer contact centre.

Training Courses
ISO 18295 Customer Contact Center Requirements and Practice Training (2 Days)