Certification of Contact Centres - ISO 18295-1 and ISO 18295-2

The guarantee that the company is able to consistently and comprehensively meet customer expectations

The ISO 18295 standard is applicable to Customer Contact Centres (CCCs), both in-house (in-house) and outsourced (third party operator), of all sizes, all sectors and all interaction channels, including inbound and outbound.

It is divided into two parts:
- The first part, ISO 18295-1:2017, specifies service requirements for customer contact centres (CCCs).
- The second part, ISO 18295-2:2017, specifies the requirements for organisations using customer contact centre services.

The ultimate goal is to define performance and quality standards for the field of customer and consumer relations through Call/Contact Centres, placing itself on the side of the service user and highlighting the resulting performance and performance.


The benefits of ISO 18295 certification

Certification according to ISO 18295 enables Contact Centres to:

  • make their facilities more efficient and thus contain costs
  • reduce the risk of complaints
  • improve understanding of services
  • build staff loyalty to quality, effective results and customer satisfaction
  • distinguish themselves in the market.

 

 Management system certification is the endorsement enjoyed by organisations that have chosen to equip themselves with efficient management systems and suitable skills and structures, aimed at continuous improvement. And the higher the prestige of the awarding body, the higher the value of the guarantee. Equipped with state-of-the-art technology, our laboratories have full capability to put products through all the checks required by the major European directives and international standards. The certifications issued by IMQ are synonymous with trust. They guarantee safety, performance, efficiency and quality standards. More than 10,000 companies have turned to IMQ to certify their products and stand out on the market. Notified body for the main EU directives, IMQ offers tests and CE certifications to assess the conformity of the products to the requirements required to be marketed on the European market. Inspections and audits validate the conformity of electrical installations, equipment, supplies and services with the applicable technical and legislative specifications.