Contact center ISO

What is contact center ISO? 

Contact center ISO or ISO-certified contact center is a customer service facility that adheres to stringent international standards set by the International Organization for Standardization (ISO), specifically ISO 9001 to ensure best-in-class customer service. A business can qualify for the certification through thorough audits to ensure the set processes in interaction handling, data security and customer experience meet strict criteria. The certification works like a seal of trust and reliability that guarantees compliance with regulatory standards. 

The top ISO standards for contact centers include: 

• ISO 9001: Quality Management Systems 
• ISO 18295-1: Customer Contact Centers - Requirements for Customer Contact Centers 
• ISO 18295-2: Customer Contact Centers - Requirements for Clients using the services of Customer Contact Centers 
• ISO 10002: Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organizations 
• ISO 27001: Information Security Management Systems 

Why do contact centers need to be ISO-certified? 

1. Consistent quality service: It ensures standardized processes, leading to consistent service experiences every time. 
2. Data security: ISO standards like ISO 27001 enforce strict measures to protect customer information from unauthorized access. 
3. Regulatory compliance: It helps contact centers meet legal requirements, at an international level.