Consulting

ISO 18295 – Customer Contact Centers

ISO 18925 is a service standard that helps to manage expectations for both employers and employees, enable performance management and support satisfaction for employers and customers. It determines clear requirements for internal contact centers and outsources contact centers (operated through third parties) and consist of two parts:

ISO 18295-1 determines the requirements for customer contact centers, which are operated internally or outsourced. It can be applied to customer contact centers of every size, sector and interaction channel, including Inbound and Outbound.
ISO 18295-2 determines the requirements for the employer who commissions the customer contact center.

OUR

CONSULTING SERVICES

GAP ANALYSIS

A gap analysis is an examination and assessment of your current performance for the purpose of identifying the differences between your current state of business and where you’d like to be.

DOCUMENT DEVELOPEMNT

Development: OrientMCT shall assist the companies to establish the processes and systems against the requirements of the management system which shall include Policy, System Procedures.

IMPLEMENTATION

Implementing an effective and robust management system will help companies to improve the business performance, reduces risk and increased efficiency. OrientMCT shall carry out / assisting.

INTERNAL AUDIT

Audit is a systematic, independent and documented process and evaluating it objectively to determine the extent to which audit criteria are fulfilled. OrientMCT shall conduct internal audits.

CLOSURE OF NONCONFORMANCE

Nonconformity is the failure to meet one or more of the existing requirements in management system as per the standard or the company’s system. OrientMCT shall assist the companies to closure.

MANAGEMENT REVIEW MEETING

I mentioned this in the last time. We can remove this, as this will be mostly done by the client and we shall only assist in this.

CERTIFICATION SUPPORT

Certification is the process where the company’s Management system documentation and implementation has been verified by the Certification body. OrientMCT shall assist companies.

CUSTOMISE ASSISTANCE

Certification is the process where the company’s Management system documentation and implementation has been verified by the Certification body. OrientMCT shall assist companies.

OUR

TRAINING SERVICES

AWARENESS TRAINING

This training course covers discussions on what is new in ISO 18925:2015 and gives an overview of new requirements and its interpretations. The course is highly useful for all the organizations to understand the changes, to ensure smooth transition if they are already certified to ISO 18925:2008. It is also beneficial for first time learners of Quality Management System.

INTERNAL AUDITOR TRAINING

ISO 18925:2015 Internal Auditor course offers an overall understanding of the concepts of the ISO 18925:2015 standard and the principles and practices of effective internal audits in accordance with ISO 18925. Experienced instructors explain the requirements of ISO 18925:2015 in detail.

LEAD AUDITOR TRAINING

We provide IRCA approved training for ISO 18925:2015 Lead Auditor Training for all Industries through a CQI IRCA approved training partner. Learn the principles and practices of effective quality management system audits compliant with ISO 18925.

TRANSITION TRAINING

This course is a right choice for existing ISO 18925:2008 Lead Auditors who wants to develop the expertise to audit an ISO 18925:2015 Quality Management System. The course offers the learning aspect about the new ISO high level structure and the key differences between ISO 18925:2008 and ISO 18925:2015