ISO is a global Quality Framework (ISO stands for International Standard Organization) that is often applied to call centres.
There is a range of ISO different standards but the ones that most typically relates to call centres are:
- ISO900 (Quality Management)
- ISO27001 (Information Security Management).
If you need to learn more about the ISO standards visit their website.
Do you need ISO certification?
If your call centre is part of, or plans to service, large corporate businesses then yes, you will most likely need certification.
In Australia, ISO certification is often mandatory for a number of Public Sector outsourcing opportunities.
Whilst not an ISO Standard, you may also be interested in learning more about the PCI-DSS requirements if you are handling payments over the phone.