Excellent customer communication with ISO 18295

Excellent customer communication is ensured by applying the requirements of ISO 18295.

If you want to provide advice, clarify complex questions or handle complaints, you need to actively listen to customers and understand their concerns. For many organisations, effective customer service centres are a valuable tool in the professional dialogue with customers. They ensure that incoming customer queries are answered correctly and in a timely manner so that good relationships can be developed and further improved.

Call centres face the challenge of responding adequately to their customers' concerns and helping to fulfil the promises made to them. The service provided by the call centre or customer contact centre plays a key role in good dialogue with the customer and, therefore, must meet strict requirements. This is where the ISO 18295 certification by TÜV HELLAS TÜV NORD comes in.

ISO 18295 is an international standard. As the successor to EN 15838, it defines the requirements for customer service centres themselves (ISO 18295-1), but also for organisations using the services of customer service centres (ISO 18295-2).

By being certified to this standard, both service centres and their corporate clients demonstrate that they can offer a consistent and sustainable level of excellent service and customer satisfaction.

Demand for Management Systems Supply

 

What are the benefits of ISO 18295 certification?

 

1. Systematic improvement in the quality of customer communication.

2. Competitive advantage through the promotion of customer loyalty.

3. Cost reduction due to process improvement and better understanding of the importance of service.

4. Improved employee peer support network as understanding and appreciation of staff contribution to customer service and its outcomes increases.

5. Evidence that the service delivery and management of the internal or external service centre meets specific quality standards.

 

ISO 18295-1

 

 

The most important features of ISO 18295-1 and ISO 18295-2:

I. Contains service requirements for internal and external contact centres with customers of all sizes.

II. The requirements apply to all sectors and interaction channels, both inbound and outbound.

III. Includes issues such as, customer protection, including the security of customer data, the competence and satisfaction of centre staff, and their commitment.

IV. The standard offers a proactive approach to consistently meeting the needs of both corporate clients and their customers using the center.

V. Quality indicators are established for communicating information, interacting with customers, and handling complaints.

Certification is available individually or in conjunction with ISO 18295-2 and ISO 9001.

ISO 18295-2

 

 

I. Certification is only available in conjunction with a service centre that complies with ISO 18295-1.

II. Contains requirements for corporate clients that outsource customer contact services to an internal or external customer contact center.

III. Ensures that customer expectations based on ISO 18295-1 are consistently met.

IV. Certain aspects of products and services that fall within the corporate client's area of responsibility are systematically defined and taken into account.

ISO 18295 certification by TÜV HELLAS-TÜV NORD

 

 

Call centres and their corporate clients who wish to promote effective and concrete dialogue with customers can have their service centres certified according to ISO 18295 after an inspection carried out by independent and qualified inspectors of TÜV HELLAS-TÜV NORD.