ISO 18295 Customer Contact Centers Standard Service Certification

MDYD Brings World Standards to the Industry!

PURPOSE

• To determine and enhance the service quality of Customer Contact Centers.

• To ensure standardized service delivery in the sector.

• To ensure and maintain the satisfaction of customers, solution partners, and personnel.

• To create a culture of continuous improvement, thereby increasing the value of Customer Contact Centers.

BENEFITS

• Enhances the recognition and strength of Customer Contact Centers as a reputable and high-quality brand both domestically and internationally.

• Increases the efficiency of service processes.

• Differentiates and creates a competitive advantage over rivals.

• Aligns with top management strategies and policies for growth.

• Promotes continuous improvement and development of information and communication technologies, infrastructure, contractors, and emergency plans.

• Increases customer satisfaction and ensures that Customer Contact Centers are environmentally conscious.

FEATURES

• Prepared by the International Standardization Committee (ISO).

• A standard specifically designed for Customer Contact Centers.

• Has international validity.

• Applicable to all Customer Contact Centers, whether internal or outsourced.

• This standard can be integrated with other management systems (ISO 9001 Quality, ISO 27001 Information Security, ISO 10002 Customer Satisfaction Management Systems).

SCOPE

• Customer Relationship Requirements

• Customer-Centric Leadership

• Human Resources

• Operational Processes

• Service Infrastructure

• Relationships with the Organization

• Certification Process

1. GAP ANALYSIS

The aim is to assess the conformity of your business processes with the ISO 18295 Customer Contact Centers (CCC) Standard. The GAP analysis helps your organization implement this new Management System and checks your readiness for certification.

The GAP Analysis process includes:

• Defining the scope

• Conducting the GAP Analysis audit

• Reporting nonconformities and improvement opportunities

2. CERTIFICATION PROCESS

• Define the scope of certification.

• Pre-audit (optional): Conduct a GAP analysis and determine your status regarding the standard.

• The certification audit consists of 2 stages:

  • Stage 1: Review if the organization is ready for certification.

  • Stage 2: Evaluate the effectiveness of the management system and its implementations.

• If the results of the Stage 2 audit are positive, a certificate valid for 3 years is issued.

• Interim audits are conducted to monitor continuous improvement and verify that the management system meets the standard's requirements.

• After 3 years, recertification is conducted to confirm that the management system's effectiveness and conformity are maintained.

Our Certification Partner: Bureau Veritas

• Leading in ISO 9001 Quality, ISO 14001 Environment, ISO 45001 Occupational Health and Safety, ISO 50001 Energy, IATF 16949 Automotive, ISO 10002 Customer Satisfaction System Standards in Turkey and globally.

• Operates in more than 100 countries worldwide, allowing clients to benefit from both international experience and local standard knowledge.

• The Bureau Veritas Certification mark symbolizes your company's global recognition and commitment to excellence, sustainability, and reliability.