We are pleased to announce that TALEX SA has been certified as the second institution in Poland according to the new standard ISO 18295-1:2017 Customer Contact Centres for the following activities: Delivery of Contact Centre incidents registration and management services in the area of supported IT technologies. Help desk services for external and internal customers.
The previous European standard EN 15838, implemented by TALEX in 2015, was replaced last year by the international standard committee with the ISO standard, which was assigned the number 18295.
ISO 18295 applies to both in-house and outsourced customer contact centres (CCC), of all sizes, across all sectors and all interaction channels, including inbound and outbound.
The new standard is more structured than its European predecessor. The content of the standard is divided into 2 parts, containing separately the requirements for the CCC (ISO 18295-1) and the requirements for the client using the services of the CCC (ISO 18295-2).
By implementing the standard at the point of contact with the customer and certification according to ISO 18295:2017, we want to contribute to:
- improving the quality of customer service,
- improving customer satisfaction,
- increasing the employees’ satisfaction with the work they do,
- improving organizational management,
- reducing operational costs,
- standing out from the competition.
The inclusion of the standard for contact centers in the structure of ISO standards results in greater consistency with the management standards of various business aspects applied by organizations.
As a reminder, TALEX is also certified according to ISO 9001:2015, ISO 27001:2013 and 20000-1:2011.
The ISO 18295 certification audit in TALEX SA was carried out by SGS company.
