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Course Description
ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs. ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and where required.
What Do Participants Learn?
- ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC).
- This training aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.
Who Should Attend?
All Staff who works in Customer Care
What Will the Learning Experience Include?
Phase: 1
Introduce
- Comprehensive pre-program activities include:
- Web-based information forms & surveys completed by attendee.
- Direct consultation with the attendee about the expectations.
- During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
- Participants learn from expert trainers who have both academic and business experiences.
- Highly applicable training content & instructive activities for adding depth to training topics.
- **A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Phase: 2
Explore & Practice
Phase: 3
Apply
- Apply & sustain the learning experience by using this ongoing support:
- To ensure participant has new skills or behavior progress.
- Optional, fee-based mentoring & coaching with the trainer.
- Training materials & additional documents (e-books, pdf files, presentations and articles)
- Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
Section One:
- Introduction to ISO 18295-1:2017
- Scope of ISO 18295-1:2017
- Terms and definitions
- Customer relationship requirements.
- Communication of information to customers
- Measuring and monitoring of customer experience
- Complaints handling .
- Customer protection
Section Two:
- Customer-focused leadership.
- General.
- Customer experience design and delivery
- Employee satisfaction/engagement
Section Three:
- Introduction Human resources Area
- Functions
- Agent competencies
- Communication and customer service competencies.
- Technical competencies
- Client-specific competencies.
- Skills development
- Communication of information to employees
Section Four:
- Operational processes
- Customer-related processes
- Workforce planning
- Quality assurance related to customer interactions
Section Five:Service delivery infrastructure
- Handling customer interactions
- Customer data
- Work environment
- Continuation of service
- Client relationship
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