Quality Standards in Call Centers ISO 18295 : 2017 « Gulf Training & Consultation Gulf Training & Consultation

Course Objectives

One of the basic criteria that all governmental bodies, institutions or businesses are seeking is to achieve customer satisfaction and needs. However, studies have shown that 50% of customer communications received by most agencies are not answered.
Callers outside the working time are not answered, and call pressure may also cause loss of some of them and the professional work necessities between the companies has become a technical support service to customers distinctly from the fundamentals of competitive action. Due to strong competition in the labor market, Has the greatest interest in its dealings, the more attention to the customer, the greater the demand for this field. The quality and efficiency of the operations of call centers in particular and ISO 18295: 2017 is the international quality standard responsible for quality in the call center industry developed by the International Standardization Committee. This standard applies to both internal and external consumer call centers Third party) of all sizes, across all sectors and all channels of interaction including incoming and outgoing.
Through this training program, the participant acquires the following knowledge and skills:
  • Understand the importance of customer service in a competitive environment.
  • Practice effective methods and manage customer expectations and satisfaction.
  • Identify the different types of call centers.
  • Provide better and faster service and increase customer satisfaction.
  • Learn about the latest technologies in raising the efficiency of call centers.
  • Identify customer satisfaction signs and respond effectively to customer problems and find practical solutions to them.
  • Explain the importance of contact center management to improve the performance of the company.
  • Implement a customer feedback system that will increase customer satisfaction and retention.
  • Management of each stage of dealing with complaints from preparation until the complaint is resolved, including receipt of the complaint, analysis, escalation, follow-up and all internal and external communications.
  • Develop relevant key performance indicators to assess and review complaint systems.
  • Improve the existing systems of the call center and make it one of the best international standards for dealing with customers.


Course Target

Who are interested in the standard international standard ISO 18295: 2017, and who wish to have the necessary skills in call centers

Quality Standards in Call Centers ISO 18295 : 2017

Duration: 5 Days
Start Date: 2020/08/23
Language: ,
Course Fees:

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