Pentafon Renews Its ISO 18295 Certification

Last June, Pentafon successfully recertified all its centers under the international standard ISO 18295:2017, which is specifically designed to ensure efficiency and quality in contact center services.

The success and ongoing development of any organization depend on understanding and meeting the expectations and perceptions of its end customers. For this reason, the ISO 18295:2017 Standard was developed by the ISO/PC Technical Committee and designed for use in interactions between end users and contact centers (CCC).

ISO (International Organization for Standardization) is a global federation of national standardization bodies (ISO member organizations). The preparation of international standards is typically carried out through ISO technical committees.

Service standards are a key element of service management excellence. They help clarify expectations for both customers and employees, enable performance management, and contribute to customer and end-user satisfaction.

Implementing the ISO 18295 Standard can create value for the end user, the client, the employee, and the contact center by improving service robustness and efficiency, and strengthening the relationship between the client and the contact center—ultimately delivering a higher level of customer experience on behalf of its clients.

Key Benefits of ISO 18295 for Contact Centers:

1. Enhances the end-user experience and creates competitive advantages.

2. Promotes a strong relationship between the user and the service, boosting loyalty.

3. Drives continuous improvement to adapt to user needs.

4. Ensures compliance with current regulations on information security and quality.