ISO 18295 Customer Contact Centre Management and Service Excellence

Course Category : Administrative Development

A specialised programme for developing high-performing customer contact centres aligned with ISO 18295 through service quality, operational management, performance measurement, customer experience, and continual improvement.
Duration: 5 Days
Level: Intermediate to Advanced

Introduction

Customer contact centres have evolved into strategic components of the customer experience ecosystem. Their role now extends beyond handling enquiries and calls to managing expectations, service quality, complaints, operational performance, and customer trust. ISO 18295 provides an international framework for strengthening contact centre service delivery across sectors, organisational models, and interaction channels.
This course examines the management and service requirements associated with ISO 18295, focusing on customer-oriented leadership, people management, operational processes, interaction quality, performance indicators, and the relationship between the contact centre and the client organisation. It further connects ISO-aligned practices with service excellence and continual improvement..

Targeted Audience

Customer Contact Centre Managers and Heads
Customer Experience and Service Quality Managers
Contact Centre Supervisors and Team Leaders
Quality Assurance and Performance Officers
Operations and Operational Excellence Managers
Complaints and Voice-of-Customer Professionals
Customer Relationship Management Professionals
Quality, Compliance, and Continual Improvement Specialists

Targeted Skills

Interpreting ISO 18295 requirements within contact centre management
Developing customer-centred service models
Managing operations and service levels effectively
Designing and monitoring contact centre KPIs
Improving interaction quality and customer experience
Managing customer service workforce performance and competencies
Analysing complaints and service failure causes
Establishing continual improvement and quality assurance approaches

Expected Outcomes

Interpret the scope and components of ISO 18295 in relation to contact centre operations.
Identify management and operational requirements for consistent, high-quality service delivery.
Develop effective approaches to workforce competency and customer interaction quality.
Select appropriate KPIs and monitor service levels, quality, and productivity.
Analyse customer expectations, complaints, and feedback to identify improvement opportunities.
Strengthen integration between the contact centre and the client organisation to support customer experience.
Establish an integrated quality assurance and continual improvement framework aligned with ISO 18295 principles.

Training Topics Index

Structure, scope, and objectives of ISO 18295
Relationship between ISO 18295-1 and client requirements under ISO 18295-2
In-house, outsourced, and multichannel contact centre models
Customer needs and expectations as foundations for service design
Customer-focused leadership and contact centre governance

Roles, responsibilities, and competency requirements
Recruitment, induction, and development of contact centre personnel
Knowledge and information management for customer service
Communication quality and professional interaction standards
Employee engagement and its relationship with service quality

Operational process design and customer interaction workflows
Management of inbound, outbound, and non-voice interactions
Resource, capacity, and contact-volume management
Complaints, escalation, and service failure management
Service continuity and operational infrastructure

Developing an integrated KPI framework
Service level, responsiveness, and operational efficiency indicators
Customer interaction quality monitoring and evaluation
Customer satisfaction measurement and Voice of Customer analysis
Performance gap analysis and alignment with service objectives

Establishing a contact centre quality assurance framework
Root-cause analysis of operational problems and deviations
Corrective actions and service improvement opportunities
Periodic review of performance, processes, and service requirements
Developing an ISO 18295 alignment and service excellence roadmap

Course Features

Updated and Interactive Content
Hypothetical Examples and Case Studies
Pre- and Post-assessments to Measure Impact
Verified Certificate with a QR Verification Code

ISO 18295 Customer Contact Centre Management and Service Excellence