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ISO 18295 – Part 1 – certifying to the new standard for customer contact centres

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Conference presentation for CCMG conference 2017
Advance Call will demonstrate what the practical applications of the new ISO 18295 – Part 1 - Requirements for Customer Contact Centres) standard entails and how it was implemented throughout the business.

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ISO 18295 – Part 1 – certifying to the new standard for customer contact centres

  1. 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. 2. Customer Experience | Advanced Customer Contact Centre Standard ISO 18295-1:2017 01
  3. 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. 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. 5. Customer Experience | Advanced Customer CCC Outsourced CCC Inhouse Mandate Client ISO 18295 CUSTOMER CONTACT CENTRE STANDARD
  6. 6. Customer Experience | Advanced Practices & Responsibility Areas CCC REQUIREMENTS – PART 1
  7. 7. Customer Experience | Advanced CCC REQUIREMENTS – PART 2
  8. 8. Customer Experience | Advanced IMPLEMENTATIO N 02
  9. 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. 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. 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. 12. Customer Experience | Advanced The same way we eat an elephant…… “one bite at a time”.  Use a defined Methodology that works … IMPLEMENTATION
  13. 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. 14. Customer Experience | Advanced 03 TOP LEARNINGS
  15. 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. 16. Customer Experience | Advanced Q & A www.SABS.co.za #ISO_CCC_Standard

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