ISO Standards for contact centres, customer service and customer experience.

ISO Standards

ISO is a global Quality Framework (ISO stands for International Standard Organization) that is often applied to call centres and customer service functions.

There is a range of ISO different standards but the ones that most typically relate to call centres, customer service, complaints departments etc are:

  • ISO 9001 Quality  Management
  • ISO 27001 Information Security Management
  • ISO 182945 Customer Contact Centres
  • ISO 10001 Quality management – Customer satisfaction – Guidelines for codes of conduct for organizations
  • ISO 10002 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations
  • ISO 10003 Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations
  • ISO 10004 Quality management – Customer satisfaction – Guidelines for monitoring and measuring

If you need to learn more about the ISO standards visit their website.

ISO 182945 for contact centres

In 2017 the International Organization for Standardization (ISO) implemented the new ISO Standard 182945 for contact centres.

The ISO 182945 standard provides a framework for any contact centre that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.

It compromises of two key parts:

ISO 18295-1 Part 1: Requirements for customer contact centres

Part 1 of ISO 18295 specifies best practice for all contact centres, whether in-house or outsourced, on a range of areas to ensure a high level of service.

These include:

  • Communication with customers
  • Complaints handling
  • Employee engagement

ISO 18295-2  Part 2: Requirements for clients using the services of customer contact centres

Part 2 is aimed at those organisations making use of the services of a customer contact centre to ensure their customers’ expectations are being met through its effective engagement.

It provides guidance on the types of information the organisation needs to provide in order to achieve high levels of customer engagement.

Whilst ISO 18295 is specifically for contact centres, there are other a number of other related ISO Standards that include Quality Management, Complaints Handling, Information Security and so on.

Do you need to have ISO certification?

It depends.

If your call centre is part of, or plans to service, large corporate businesses then yes, you will most likely need certification.

In Australia, ISO certification is often mandatory for a number of Public Sector outsourcing opportunities.

Even if you don’t need it, the ISO framework can often be a great audit tool for your business as it sets minimum expectations and benchmarks ensuring you are operating at global best-practice.

Whilst not an ISO Standard, you may also be interested in learning more about the PCI-DSS requirements if you are handling payments over the phone.

How can you gain ISO certification?

There are a number of specialist consultants in Australia that can audit your business against the ISO Standards and provide ISO accreditation and/or ISO certification for contact centres and customer experience.

Use our free CX Connect service to confirm your requirements and we’ll connect you to consultants that are able to assist.

There are also a number of training and consulting businesses that provide frameworks and certifications such as COPC, CCXP and our own training solutions via CX Skills.

Upcoming ACXPA CX Roundtable - Next Guest Announcement
Upcoming ACXPA Contact Centre Roundtable July 2024 - John Stavrakis

Upcoming ACXPA Member Bites Sessions

Short, sharp interviews and presentations on specific topics to fast-track your knowledge!

The ACXPA Member Bites are only available to ACXPA Members! 

ACXPA Members can watch all the ACXPA Member Bites at any time in their Video Library. Discover which membership is right for you >

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Client Success Manager, VERSA Connects (and ACXPA National Advisory Board Member)

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

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