ISO 182945 for contact centres

In 2017 the International Organization for Standardization (ISO) implemented the new ISO Standard 182945 for contact centres.

The ISO 182945 standard provides a framework for any contact centre that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

It compromises of two key parts:

ISO 18295-1 Part 1: Requirements for customer contact centres

Part 1 of ISO 18295 specifies best practice for all contact centres, whether in-house or outsourced, on a range of areas to ensure a high level of service.

These include:

  • Communication with customers
  • Complaints handling
  • Employee engagement

ISO 18295-2  Part 2: Requirements for clients using the services of customer contact centres

Part 2 is aimed at those organisations making use of the services of a customer contact centre to ensure their customers’ expectations are being met through its effective engagement.

It provides guidance on the types of information the organisation needs to provide in order to achieve high levels of customer engagement.

Whilst ISO 18295 is specifically for contact centres, there are other a number of other related ISO Standards that include Quality Management, Complaints Handling, Information Security and so on.

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