ISO Publishes Call Center Standards

The standards will help improve the customer experience.

According to an ISO news release, two new International Standards for customer contact centers have been released.

ISO 18295-1 specifies best practices for all contact centers on a range of areas, including communication with customers, complaints handling, and employee engagement.

ISO 18295-2 is intended to ensure customers' expectations are being met through effective engagement, as well as provides guidance on information an organization needs to provide in order to achieve high levels of customer engagement.

Zainuddin Hussein, chair of ISO/PC 273, the project committee in charge of ISO 18295, said it considered and addressed many customer concerns when developing the standards, such as waiting times, means of contacting the company, and customer experience expectations. "The committee established that there are already some regulations and national standards present in some countries," he said, "and our research showed that where they were implemented, customer satisfaction improved."

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