EN ISO 18295

 

What is EN ISO 18295?

EN ISO 18295 outlines the service requirements for customer contact centres. It specifies a framework for any CCC that aims to provide clients and customers with services. It also specifies the requirements for contact centres that are either in-house or outsourced.

This standard is applicable CCCs of all sizes, and covers all sectors. To ensure the high standard of service is met by those that are certified, specific performance metrics are provided where required.

Once certified, organisations can proudly promote themselves as certificate holders in any of their promotional materials and can include the URS certification logo free of charge.

 

Who requires an EN ISO 18295 certification?

Any organisation operating a Customer Contact Centre for any sector requires certification in EN ISO 18295, as the standard sets out the requirements for delivering the highest quality customer experience.  

How can EN ISO 18295 benefit your business?

Becoming certified for EN ISO 18295 can bring a wide range of benefits to your organisation, including:

 

• Improved customer satisfaction


• Growth into new markets


• Employee engagement


• Enhanced operational efficiency

How can you prepare for an EN ISO 18295 Certification?

Although the thought of starting the certification process may seem daunting, there are a variety of steps you can take to make the process to becoming certified far more streamlined:

 

• Familiarise yourself with the EN ISO 18295 standard


• Provide staff training to ensure employee competency meets the standard requirements


• Carry out a gap analysis to identify areas that do not comply with the standard


• Modify existing procedures to meet the requirements of the standard

What are the key requirements for EN ISO 18295?

When working towards becoming certified for EN 18295, there are various areas that will be a focus during the audit. These areas include:

 

• Customer focus


• Complaint handling


• Employee competency


• Consistency of service

What clauses make up the structure of EN ISO 18295?

 

 

Clauses 1-3 – Introductory clauses:

The first three clauses of the EN ISO 18295 standard introduce organisations to the purpose and history of the document, specific scopes that this document applies to, and a short list of terms and definitions that feature throughout the standard. In addition, clause 2 provides a list of accompanying standards and references that are included throughout the standard.

 

Clause 4 – Customer relationship requirements:

Clause 4 explores the ways in which a CCC organisation interacts with customers and provides requirements to ensure the customers experience at these times is maintained to a high standard. These circumstances include the communication of information, methods of monitoring customer experience, and the handling of complaints.

 

Clause 5 – Customer-focused leadership:

Clause 5 reiterates the role that leadership plays in a CCC organisation, and requires customer-focus to be a priority in their role. This is achieved by ensuring Leadership takes responsibility for customer experience design and delivery, and employee satisfaction.

 

Clause 6 – Human resources:

Clause 6 focuses on the importance of providing the correct competencies to all staff members and creating a suitable work environment for them. This clause expands on these two areas by setting out requirements for role functions, organisation wide competencies, and skill development.

 

Clause 7 – Operational processes:

Clause 7 introduces requirements for the operational and support processes in place to ensure the correct level of customer service is provided. The subclauses in this section include workforce planning, quality assurance, and customer related processes.

 

Clause 8 – Service delivery infrastructure:

Clause 8 provides requirements that the CCC infrastructure must include to be able to meet client and customer expectations. The guidance provided in this section revolves around the handling of customer interactions and data, to ensure the integrity of the CCC infrastructure is maintained.

 

Clause 9 – Client relationship:

In the final section of the EN ISO 18295 standard, clause 9 focuses on a core element of customer experience; ensuring that the highest level of customer service is consistently provided.

 

How long will your EN ISO 18295 certificate be valid for?

Your EN ISO 18295 certificate will be valid for at least three years; dependent on the type of site that is being certified.  

 

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