International Standards for Call Center Management ISO 18295 - Call Centers

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International Standards for Call Center Management ISO 18295 - Call Centers

Course Category : Quality

A professional training programme focused on implementing ISO 18295 standards to enhance call center quality, improve customer experience, and optimise operational efficiency according to global best practices.
Duration: 5 Days
Level: Advanced

Introduction

As digital and voice-based customer service channels continue to expand, call centers have become a critical representation of organisational reputation and customer relationship quality. Increasing customer expectations for responsiveness, professionalism, and service consistency have created a strong demand for internationally recognised operational standards.
This course provides a comprehensive professional framework for understanding and implementing the ISO 18295 standard for contact centers. It focuses on quality management, customer experience, performance measurement, workforce management, and continuous improvement practices. The programme enables organisations to establish globally aligned operational environments that enhance customer satisfaction and long-term service excellence.

Targeted Audience

  • Call Center and Customer Service Managers
  • Contact Center Supervisors and Support Team Leaders
  • Quality and Customer Experience Managers
  • Compliance and Operational Development Officers
  • Operations Managers
  • Quality Monitoring and Performance Analysis Teams
  • Training and Development Officers in Contact Centers
  • Customer Relationship Management Professionals

Targeted Skills

  • Understanding ISO 18295 Requirements for Call Centers
  • Service Quality and Customer Experience Development
  • Operational KPI Design and Measurement
  • Workforce Management in Contact Centers
  • Customer Communication Process Enhancement
  • Continuous Improvement Methodologies
  • Operational Compliance and Governance
  • Complaint Handling and Feedback Management

Expected Outcomes

  • Understand the structure and requirements of ISO 18295.
  • Develop operational environments aligned with global call center best practices.
  • Improve interaction quality and customer experience across communication channels.
  • Design effective KPIs for service quality and productivity measurement.
  • Apply structured complaint management and continuous improvement practices.
  • Enhance workforce efficiency and operational control within contact centers.

Training Topics Index

  • ISO 18295 concepts and objectives
  • Evolution of global call center standards
  • Service quality and customer experience principles
  • Organisational implementation scope
  • Relationship between ISO 18295 and other standards

  • Effective operational process design
  • Call flow and communication channel management
  • Response time and service level management
  • Workforce and staffing management
  • Scheduling and productivity planning

  • Customer interaction quality standards
  • Customer satisfaction measurement and analysis
  • Complaint handling and escalation management
  • Professional communication enhancement
  • Building customer-centric cultures

  • KPI design and performance measurement
  • Call quality monitoring and evaluation
  • Operational analytics and reporting
  • Operational risk management
  • Internal auditing and continuous improvement

  • ISO 18295 implementation roadmap
  • Operational change management
  • Continuous improvement planning
  • Certification and assessment readiness
  • Sustainable operational performance development

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