This document discusses ISO 18295, which is a new international standard for customer contact centers. It provides a brief history of the standard's development and specifies its key parts and requirements. The document also discusses one company's experience in implementing the standard, including their top learnings. Some of the main points are that implementation took longer than planned, it requires defining clear performance metrics with clients, and having existing ISO certification helped but also risked duplication.

1. ISO 18295 – Part 1 – certifying to
the new standard for
Customer Contact Centres
• The Standard
• Implementation
• Top Learnings
• Q&A
Traci Freeman – Believe Consulting
Lynnette Morris – Contact Centre Academy
Alan Tait – Advance Call
Adri Visser – Advance Call

2. Customer Experience | Advanced
Customer
Contact Centre
Standard
ISO 18295-1:2017
01

3. Customer Experience | Advanced
SOUTH AFRICA & CCC / BPO
STANDARDS
• South Africa as a delivery location for BPO
• Government – the DTI , Industry Body BPeSA and BPO Community collaboration
• 5 key focus areas
• Infrastructure
• Telecoms
• Marketing
• Skills
• Quality
• SANS 990 1:3
• Sector collaboration
• BPeSA
• SABS
• Consulting firms
• BPO Community
• Three part series
• Inbound
• Outbound
• Back-office

4. Customer Experience | Advanced
ISO 18295
• History of the ISO 18295 – 1 and 2: 2017 standard
• Consumer research by ISO's Consumer Policy Committee (COPOLCO) prompted member bodies to assess the
interest in a customer-focused contact centres standard.
• South Africa selected as Secretariat for the development of the ISO CCC Standard – to lead the international
team to develop the standards based of the robust SABS BPO – Inbound; Outbound and Back-Office
standards gazetted 2008
• What makes it unique?
• Service standards - service management excellence;
• clarify expectations for clients and employees,
• enable performance management, and support client and customer satisfaction.
ISO 18295 – 1: specifies requirements for customer contact centres (CCC) which are either in-house or managed
by an outsourcer.
ISO 18295-2: specifies requirements for the client organization that mandates the CCC (in-house CCC and/or the
outsourcer).
• Benefits to an organisation
• Implementation of ISO 18295-1 or 2 can create value for the customer, the client, the employee and the CCC,
• Improving the robustness and efficiency of the service and the client/CCC relationship
• Enabling the CCC to deliver a higher level of customer experience on behalf of the client.

5. Customer Experience | Advanced
Customer
CCC
Outsourced
CCC
Inhouse
Mandate
Client
ISO 18295 CUSTOMER CONTACT CENTRE
STANDARD

6. Customer Experience | Advanced
Practices &
Responsibility
Areas
CCC REQUIREMENTS – PART 1

7. Customer Experience | Advanced
CCC REQUIREMENTS – PART 2

8. Customer Experience | Advanced
IMPLEMENTATIO
N
02

9. Customer Experience | Advanced
IMPLEMENTATION – WHO WE ARE
Global Best
Contact Centre
Technology
Award
L
2001
ESTABLISHED ISO 9001
2009
BROAD-BASED
EMPOWERMENT
2009/
2016
LEVEL 1 BBBEE
BBBE
E
30%
2015
2008

10. Customer Experience | Advanced
IMPLEMENTATION – WHAT WE DO
FAIM
• Inbound and Outbound services
• Contractor management
• Vetting
• Dispatch
• Ratings
• Breakdown / fault logging
• Home and Facilities maintenance management
• Preventive maintenance programme management
• Gender Based Violence Command Centre – award
winning centre in conjunction with Department of Social
Development
• Remote water monitoring

11. Customer Experience | Advanced
IMPLEMENTATION
• Why are we implementing ISO 18295 – Part 1?
• Our business is Contact Centres, thus to ensure we’re constantly
benchmarking
• ISO 9001 already in place – thought it would be a natural
progression
• Differentiate ourselves
• Better understand our own business
• To ensure Customer Service consistency – big focus on employee
engagement and clarifying expectations of employees when it
comes to customer service
• To assist with clarifying the expectation of potential / new clients
and also to enable us to guide them on service standards

12. Customer Experience | Advanced
The same way
we eat an
elephant…… “one
bite at a time”. 
Use a defined
Methodology that
works …
IMPLEMENTATION

13. Customer Experience | Advanced
IMPLEMENT A CONTINUOUS IMPROVEMENT
PLAN
1. Review standards
requirements & our
measures
2. Conduct a gap
analysis
3. Action plan – set
timelines and
responsibilities
4. Review alignment
and implementation
report findings
5. Certification

14. Customer Experience | Advanced
03 TOP LEARNINGS

15. Customer Experience | Advanced
TOP LEARNINGS
1. Service standard and not a typical management standard – forces
the organisation to really unpack and articulate the overall customer
value proposition. Thus moving from a ‘how’ things are being done
to a ‘why’ are we doing this to ensure the best outcome for the
customer.
2. Implementation taking longer than planned – the fact that we have
ISO9001 does help, but one needs to plan properly and allow
sufficient time.
3. Implementation of standards needs to be a team effort and as such
‘standards’ cannot just be put in the corner.
4. How important it is to define the performance metrics (KPIs) with
clients. What/how the CCC is currently measuring might not be
what the client has in mind.
5. Having ISO9001 certification has a positive impact as we’re already
familiar with these kinds of processes. The negative impact though
is ensuring that duplication does not happen and that the 2
standards are properly integrated.

16. Customer Experience | Advanced
Q & A
www.SABS.co.za #ISO_CCC_Standard