ISO 18295-1 2017 Management System for Customer Contact Centers - Lead Implementer 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. An effective implementation is essential if organizations are to maximize the cost saving, performance, and customer satisfaction benefits of ISO 18295-1 2017 standards. ISO 18295-1 2017 lead implementer course is good for those who need an overview on the ISO 18295-1 2017 standards, or those who will be involved in the implementation of ISO 18295-1 2017 standards within an organization. ISO 18295-1 2017 implementation course will guide you through the implementation process by explaining the requirements of ISO 18295-1 2017 standard and how they can be applied using international best practices and methods. Using a step-by-step approach, you will learn how to develop an implementation plan, create the necessary documentation, monitor the quality management system, and achieve continual system and quality improvement.

Who Should Attend?

• Anyone involved in the planning, implementing, maintaining, supervising or auditing of an ISO 18295-1 2017 quality management system
• Jobseekers interested in understanding the best quality management practices followed by various organisations
• Anyone looking to gain skills and knowledge to improve their career performance

Key Benefits

• Understand the structure of ISO 18295-1 2017 standard
• Learn importance and benefits of an ISO 18295-1 2017 quality management system
• Understand key requirements, terms and definitions of ISO 18295-1 2017 standard
• Learn important concepts such as risk-based thinking, process approach, Plan-Do-Check-Act, and quality management principles.
• Prepare yourself to participate in ISO 18295-1 2017 standards implementation process
• Manage quality and drive continual improvement
• Take steps to ensure that quality is at the heart of your organization
• Attract and retain customers by meeting their current and future needs better
• Learn techniques to create and manage documents and records relevant to ISO 18295-1 2017 quality management system , critical to the products and services delivered and those required to meet customer and regulatory requirements
• Fill gaps in your professional knowledge
• Understand the communication requirements 
• Understand  the documentation and record keeping practices for ISO 18295-1 2017 standard
• Understand the inspection and verification techniques to ensure compliance to the requirements of ISO 18295-1 2017 standard

Learning & Evaluation Method

This is  a live and interactive course.  Once you purchase the course, our team will contact you to plan the training. No matter where you are located, we schedule the classes based on your convenience and time zone. You can plan to attend the training in sessions of 4 or 8 hr duration, based on how much time you can spend in a day.

Buy for group Are you planning to buy this course for a group? We have the best prices for you! Select ‘Buy for Group’ option and add to the cart. You will get a discount of 60 – 75% for a group of up to 10 participants. To make a group purchase, create your group name and add individual emails of up to 10 participants. Each participant will get the access to the course materials, exam and the certificate. We will arrange one live-online session for the entire group.