ISO 18295: International Standards for Call Center Management

Introduction

Governments, businesses, and nongovernmental organizations are increasingly focused on customer satisfaction as a fundamental criterion for success. This involves meeting the expectations and needs of their clients. However, research shows that up to fifty percent of client calls made to many government agencies go unanswered. Calls made outside office hours may not be answered, and high call volumes during peak periods can lead to missed communications and dissatisfied customers.

In the competitive landscape of professional services, providing exceptional technical support is essential for success. Companies that prioritize customer engagement and deliver quality service gain an advantage in attracting and retaining clients, making customer service and efficient call center operations crucial components of a successful corporate strategy.

Adherence to global standards for call center management is key to fostering good customer relations and enhancing operational efficiency. This course is designed for individuals and organizations seeking ISO 18295 certification for their call centers. It outlines how to design a robust call center management system that aligns with international standards, enhances customer satisfaction, and strengthens market position.

Objectives

Upon completion of the ISO 18295 international standards call center management training course, participants will:

• Master the critical role of customer service in today’s competitive market.
• Implement effective strategies for managing customer expectations and ensuring their satisfaction.
• Explore various modern call center configurations to optimize operations.
• Enhance service delivery to achieve higher levels of customer satisfaction.
• Learn about emerging technologies that can significantly improve call center efficiency.
• Detect early signs of customer dissatisfaction and apply timely, practical solutions.
• Appreciate the significance of proficient call center management on overall company performance.
• Understand how comprehensive use of customer feedback systems can improve client satisfaction and loyalty.
• Seamlessly manage all stages of the complaint process, from receipt to analysis and follow-ups.
• Develop and assess Key Performance Indicators (KPIs) for effective complaint management systems.
• Standardize and enhance call center practices to align with leading international customer service standards.

Training Methodology

• Lectures combined with discussions
• Case studies
• Group discussions and collaborative activities
• Role-playing
• Hands-on exercises using ISO 18295 guidelines
• Workshops on call center development strategy implementation
• Call center KPIs analysis
• Simulation tools for practicing call center management techniques
• Guest speakers from industry experts
• Frequent quizzes and assessments for reinforcement
• Feedback sessions for continuous improvement

Course Outline

Unit 1: Unique Vision in the Management of Customer Service

• The central role of customer service in organizational success
• Advanced approaches to customer care
• Modern methods of identifying client needs
• Initiatives that create a positive culture in delivering high-quality customer service
• Determinants of excellent customer service delivery
• The importance of meeting or exceeding customer expectations to foster loyalty

Unit 2: Efficiency of Call Centers in Achieving Quality Customer Service

• Overview of contact center concepts
• Strategic value added by the call center unit
• Core objectives of the department
• The five key components activated during a call center operation
• Benefits of a dedicated call center division
• Common obstacles faced in contact centers

Unit 3: Modern Approaches to Building Call Center Operations

• The role of modern technology in optimizing call centers
• Evolving operational mechanisms of call centers
• Understanding different types of call centers
• Approaches to increasing performance in call centers
• Essential skills for call center staff
• Developing the right KPIs for effective evaluation and reassessment of complaint systems
• Applying total quality management concepts in handling complaints at a call center

Unit 4: Leadership and Providing a Stimulating Environment for Call Center Employees

• Leadership goals and types of leaders
• Leadership’s role in change, implementation, and transformation
• Engaging all stakeholders with leadership techniques
• Cultivating a culture of excellence within call center teams
• Leadership styles that encourage innovation and creativity

Unit 5: Excellence as a Gateway to Efficient and Effective Call Center Operations

• Efficiency, effectiveness, and management skills, and their interrelationships
• Using performance measures like efficiency and effectiveness as yardsticks for quality customer service
• Impact of environmental, economic, and technological factors on customer satisfaction
• Strategies for developing policies to meet the growing demand in call centers

Unit 6: Methods of Measuring Call Center Customer Satisfaction for Building Effective Organizations

• Importance of measuring customer satisfaction
• Methods for collecting data on customer satisfaction levels
• Contemporary KPIs for evaluating and reviewing customer complaint systems
• Challenges in assessing customer satisfaction
• Frameworks for gauging customer satisfaction through analytics and feedback utilization in call centers
• Employee satisfaction surveys and inquiries in call centers