Perfect customer communication with ISO 18295
Whether it's advising new prospective customers, clarifying complex questions or managing complaints: if you want to inspire customers, you have to listen to them and understand them. Good customer contact centres or call centres are therefore an important tool for professional customer dialogue for many companies, as they ensure that incoming customer enquiries are answered satisfactorily and customer relationships are developed successfully.
Call centres are faced with the challenge of fulfilling both customer concerns and the service promises of the commissioning companies in the best possible way. The service provided by call centres and customer contact centres plays a decisive role in customer dialogue and is subject to high demands. This is precisely where certification to ISO 18295 by TÜV NORD provides support.
ISO 18295 is an international standard. As the successor standard to DIN EN 15838, it defines the requirements for customer contact centres (ISO 18295-1) and the requirements for the use of customer contact centre services (ISO 18295-2) in two parts.
Certification to this standard enables both service centres and their clients to demonstrate that they are systematically and sustainably able to create a high level of customer satisfaction .