BS EN ISO 18295-2:2017

Overview

BS EN ISO 18295-2:2017 outlines the requirements for clients who utilise the services of customer contact centres. This standard is crucial for organisations seeking to enhance their customer service operations while ensuring compliance with best practices. It provides a framework that helps clients define their expectations and manage their relationships with customer contact centres effectively.

Key Requirements

The standard specifies several key requirements that clients must consider when engaging with customer contact centres:

• Client Responsibilities: Clients must clearly define their objectives, expectations, and the scope of services required from the contact centre.
• Service Level Agreements (SLAs): Establishing SLAs is essential for measuring performance and ensuring that the contact centre meets the agreed-upon standards.
• Quality Management: Clients should implement a quality management system to monitor and evaluate the performance of the contact centre.
• Compliance with Regulations: Clients must ensure that the contact centre adheres to relevant legal and regulatory requirements, including data protection and consumer rights.
• Continuous Improvement: The standard encourages clients to foster a culture of continuous improvement within the customer contact centre.

Implementation Benefits

Implementing BS EN ISO 18295-2:2017 offers numerous benefits for organisations:

• Enhanced Customer Satisfaction: By clearly defining expectations and monitoring performance, organisations can improve customer interactions and satisfaction levels.
• Improved Operational Efficiency: Establishing SLAs and quality management practices helps streamline operations and reduce inefficiencies.
• Risk Mitigation: Compliance with legal and regulatory requirements reduces the risk of penalties and reputational damage.
• Stronger Partnerships: A clear framework fosters better communication and collaboration between clients and customer contact centres.

Compliance Value

Adhering to BS EN ISO 18295-2:2017 not only ensures compliance with industry standards but also enhances the credibility of the organisation. Compliance demonstrates a commitment to quality and customer service, which can lead to increased trust from clients and stakeholders. Furthermore, it provides a competitive advantage in the marketplace by showcasing the organisation's dedication to best practices in customer service management.

In conclusion, BS EN ISO 18295-2:2017 serves as a vital tool for organisations looking to optimise their use of customer contact centres. By following the guidelines set forth in this standard, clients can ensure that they are not only compliant but also positioned for long-term success in customer service delivery.