Quality Management Systems in Call Centers ISO 18295 « Gulf Training & Consultation Gulf Training & Consultation

Course Objectives

Introduction

ISO 18295 specifies service requirements for customer contact centers (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs. ISO 18295 is applicable to both in-house (captive) and outsourced (third party operator) of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.

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Educational approach

  • Lecture sessions are illustrated with practical questions and examples
  • Practical exercises include examples and discussions.
  • This training is based on both theory and best practices used in Call Centers
  • Lecture sessions are illustrated with examples based on case studies
  • Practical exercises are based on a case study which includes role playing and discussions

Why Gulf Training and Consultation Center?

  • We have a large pool of experienced and professional auditors that are qualified internationally.
  • The competency of our multi-disciplined auditors adds value and credibility to our certificates.

Content

Course Target

Quality Management Systems in Call Centers ISO 18295

Duration: 5 Days
Start Date: 2022/02/27
Location:
Language: ,
Course Fees:

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