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Certified Service Centre to ISO 18295

Target group

Call centres and clients of customer contact centres that rely on highly specialised customer dialogue have their service centres certified in accordance with ISO 18295 and inspected annually by the independent and expert auditors from TÜV NORD. As an internationally recognised and reliable partner for testing and certification services, we guarantee you the best support and assist you in the certification process with objective feedback.

Advantages of ISO 18295 certification

  • Competitive advantage through the promotion of emotional customer loyalty

  • Cost efficiency due to better processes and an optimised understanding of the service

     

  • Systematic improvement in the quality of customer contact
  • Improvements in terms of staff support, as the understanding and appreciation of employees' contribution to customer service and its results increases

Overview of the most important features of ISO 18295-1 and ISO 18295-2

  • Includes service requirements for both in-house (company-owned) and outsourced (third-party operated) customer contact centres of any size.
  • The requirements apply to all sectors and interaction channels, including inbound and outbound.
  • Relevant topics are the protection of customers including their data, the competence and satisfaction of employees and their commitment
  • The standard offers approaches to continuously and proactively fulfil the needs of clients and customers alike.
  • Quality characteristics for the communication of information, for customer interaction and for the handling of complaints are defined.
  • Certification is possible separately or in combination with ISO 18295-2 and ISO 9001.

  • Can only be certified in combination with at least one service centre operating in accordance with ISO 18295-1
  • Covers the requirements for clients who have customer dialogue services provided by an internally and/or externally operated customer contact centre
  • Ensures that customer expectations that fulfil the requirements of ISO 18295-1 are consistently met
  • Certain aspects of the products and services that are the responsibility of the client are defined and systematically implemented.

Certifications according to ISO 18295 by TÜV NORD

Call centres and clients of customer contact centres that rely on highly specialised customer dialogue have their service centres certified in accordance with ISO 18295 and inspected annually by the independent and expert auditors from TÜV NORD. As an internationally recognised and reliable partner for testing and certification services, we guarantee you the best support and assist you in the certification process with objective feedback.

The audit process for certification according to ISO 18295

1

Step 01

Enquiry, offer preparation & explanation

2

Step 02

Commissioning & individual scheduling

3

Step 03

Audit: Understanding the organisation & determining readiness for certification

4

Step 04

Identifying potential for improvement

5

Step 05

Fast four-eye check & certificate creation

6

Step 06

External TÜV certificate

7

Step 07

Continuous further development of the management system & competitiveness

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