Setting call center standards is essential in providing excellent quality customer service.

Customer contact centers (CCCs) play an important role in the interaction between organizations and their customers. They vary in their levels of service quality and consumer protection and work to many different levels of efficiency. This new two-part standard (BS EN ISO 18295-1 and BS EN ISO 18295-2) has been created to help organizations achieve and maintain higher customer satisfaction levels.

Whether you work as an independent contractor in a home-based environment or a fully staffed call center, your standards allow you to provide customer-centric services, deal with issues in a diverse population, and provide reliable and compassionate support when dealing with customer issues.

To read more about how to achieve excellence in customer service, click here.

What is the Standard BS EN ISO 18295 Series About?

All organizations with customer-facing businesses and running or outsourcing their call centers.

Part 1 of the standard specifies best practices for all contact centers, whether in-house or outsourced and irrespective of the service sector, in a range of areas to ensure a high level of service. These include communication with customers, complaints handling, and employee engagement.

Part 2 of the standard is aimed at those organizations that employ customer contact centers, whether in-house or managed by an outsourcer. A customer contact center is not responsible for certain aspects of products and services which remain the responsibility of the client organization and Part 2 gives guidance on those types of issues. It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with their in-house or outsourced customer contact centers.

Why Should Organizations Use This Standard?

The ongoing success and development of any organization rely on its understanding of the expectation levels and perceptions of its customers.

All organizations with customer-facing businesses and running or outsourcing their call centers could benefit from implementing the BS EN ISO 18295 Series.

BS EN ISO 18295-1 will be especially beneficial to customer contact centers that don’t always live up to customers’ expectations as it can help address problems such as waiting times, means of contacting organizations, and meeting customer experience expectations.

Want to access and manage the standards you need to operate your call center effectively - all in one place? With a BSI Knowledge subscription, you will have the flexibility and visibility to manage the essential standards you need to work confidently and optimize your processes. Build your own custom collection of standards, or opt for access to a pre-built module and keep up-to-date with any relevant changes to your standards strategy. Request to learn more.

What are the Benefits to Organizations of Implementing the BS EN ISO 18295 Series?

The standard will bring the following advantages to those who adopt it:

• Improvements in customer contact quality management, can give a competitive edge to the organization and avoid the risk of customer criticism about poor service or service failure

• Cost efficiencies through better processes and a better understanding of the customer contact service, while maintaining quality outcomes and effectiveness

• Improvements in staff retention through understanding and valuing the staff contribution to customer service and outcomes

Add the BS EN ISO 18295 Series to your collection today.