You may be wondering whether it’s worth the cost and trouble of getting ISO certification for your business. According to dozens of studies, the answer is a resounding yes!
In fact, 98% of companies with ISO certification rated it either a good or very good investment, according to a 2009 United Nations survey. A 2012 review of 82 studies on ISO found that certification had “clear benefits” in terms of operations, customer satisfaction and employee engagement.
The role of the government contact centers in the overall performance of a larger agency cannot be underestimated. Given that the first impression of that organization may come from contact with a call center front-line staff, and that the level of satisfaction gained from that experience may heavily influence the decision to do business with them or not, it should stand to reason that contact centers should pay great attention to how they operate and deliver customer satisfaction and experience. The ISO 18295:2017 standard is all about delivering customer satisfaction through the provision of services built upon the principles of continuous improvement.
Rosetta Lue and her team are certified North American CXSnapshotz assessors for implementation of the International Organization for Standardization (ISO) Customer Contact Center cloud-based software and on-site consultation.
Contact us for more information on this prestigious designation for your insourced or outsourced contact centers.