ISO 18295 Contact Center Management Training Course

Name: ISO 18295 Contact Center Management Implementation Training Course
Availability: InStock

Turn ISO 18295 service requirements into practical governance, quality, workforce, KPI, and improvement controls for contact centers.

ISO 18295 Contact Center Management Training Course

At a glance

Duration: 5 days
Format: Classroom
Cities: Abu Dhabi, Montreux, Bali, Dubai, Baku, Amsterdam and more
Next session: 12 – 16 October 2026, Abu Dhabi
Average fee: 5,800 €

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ISO 18295 Contact Center Management Implementation Training Course

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Overview

ISO 18295 Contact Center Management Implementation Training Course is a five-day professional course for contact center managers, supervisors, quality leaders, workforce managers, and customer operations professionals who leave with an ISO 18295 Implementation Portfolio. Participants convert customer contact center service requirements into governance controls, accessible interaction processes, workforce competence practices, KPI governance, quality monitoring, complaint handling, continuity arrangements, supplier controls, and continual improvement actions. The course resolves fragmented operational practices through traceable implementation artifacts. Agile Leaders Training Center develops ISO 18295 contact center management capability.

Who Should Attend

Teams responsible for governing customer contact center operations
Teams responsible for service quality monitoring and calibration
Teams responsible for workforce competence and resource planning
Teams responsible for customer accessibility, complaints, and service recovery
Teams responsible for supplier performance and operational continuity

The course assumes participants manage or support contact center processes and leaves out certification audits, software configuration, and detailed labor scheduling algorithms.

Departments and Industries

The course supports departments and industries where managed customer contact affects service reliability and customer outcomes.

Customer operations, contact centers, and service quality
Workforce management, learning, and performance assurance
Banking, insurance, and telecommunications services
Healthcare, utilities, and public-facing services
Retail, travel, logistics, and outsourced service providers

Learning Objectives

By the end of this course, participants will be able to:

Analyze ISO 18295 service requirements and operating scope
Build contact center governance and responsibility controls
Apply workforce competence and accessibility practices
Use contact center KPI governance and quality monitoring
Evaluate complaints, continuity, and supplier controls
Prioritize evidence-based continual improvement actions

Course Agenda

Day 1: Standard Scope and Governance

ISO 18295-1 Service Requirement Map
ISO 18295-2 Client Responsibility Matrix
Customer Contact Center Scope Boundary
Governance Role and Accountability Chart
Interested-Party Requirement Register

Day 2: Customer Access and Service Processes

Interaction Channel Accessibility Checklist
Customer Information Quality Control
Contact Handling Process Map
Waiting and Response Performance Definition
Complaint and Escalation Workflow

Day 3: People, Resources, and Continuity

Workforce Competence Matrix
Agent Training Evidence Record
Employee Engagement Practice Review
Operational Resource Capacity Check
Contact Center Continuity Control Plan

Day 4: Measurement and Improvement Controls

Contact Center KPI Dictionary
Quality Monitoring Sample Plan
Interaction Evaluation and Calibration Method
Supplier Performance Control Scorecard
Corrective Action and Improvement Backlog

Day 5: ISO 18295 Implementation Practice

Exercise: Define Scope and Assign Responsibilities
Exercise: Map a Customer Contact Process
Exercise: Build a KPI and Quality Control Set
Exercise: Evaluate a Complaint and Continuity Scenario
Capstone: ISO 18295 Implementation Portfolio

Practical Exercises

The course uses suggested activities drawn from telecommunications, banking, healthcare, and outsourced service operations.

Suggested activity: convert selected service requirements into accountable operating controls and evidence records.
Suggested activity: test a multichannel customer interaction for accessibility, information quality, escalation, and response measurement.
Suggested activity: calibrate quality-monitoring judgments and connect findings to corrective action.
Suggested activity: evaluate supplier and continuity evidence before prioritizing improvement actions.

FAQs

Who suits ISO 18295 contact center management training, and what does it assume?

Managers, supervisors, quality leaders, workforce managers, and customer operations professionals suit the training; it assumes practical responsibility for contact center processes, evidence, people, or suppliers.

How does ISO 18295 implementation training differ from general call center management training?

ISO 18295 implementation training organizes operating decisions around defined service requirements, responsibilities, performance evidence, customer access, and improvement controls; general management training may focus more broadly on leadership, staffing, or technology.

What is the difference between ISO 18295-1 and ISO 18295-2?

ISO 18295-1 addresses service requirements for customer contact centers, while ISO 18295-2 addresses responsibilities of client organizations that use contact center services.

Which evidence supports ISO 18295 contact center management?

Useful evidence includes scope definitions, role assignments, process maps, competence records, accessibility checks, KPI definitions, quality-monitoring results, complaint records, supplier reviews, continuity controls, and improvement actions.

Conclusion

Participants take back an ISO 18295 Implementation Portfolio containing scope, governance, process, competence, KPI, quality, supplier, continuity, and improvement artifacts. It changes disconnected contact center practices into traceable management controls. The portfolio supports operational implementation without replacing independent conformity assessment.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Showing 21-40 of 74 events

Location	Dates	Duration	Mode	Price
Paris	Week 05, 2027 1 – 5 February 2027	5 Days	Onsite	€5,700
Barcelona	Week 05, 2027 1 – 5 February 2027	5 Days	Onsite	€5,700
Nice	Week 06, 2027 8 – 12 February 2027	5 Days	Onsite	€5,700
Abu Dhabi	Week 07, 2027 15 – 19 February 2027	5 Days	Onsite	€4,700
Frankfurt	Week 07, 2027 15 – 19 February 2027	5 Days	Onsite	€5,700
Munich	Week 08, 2027 22 – 26 February 2027	5 Days	Onsite	€5,700
Manama	Week 08, 2027 28 February – 4 March 2027	5 Days	Onsite	€4,700
Toronto	Week 08, 2027 28 February – 4 March 2027	5 Days	Onsite	€12,000
Kuala Lumpur	Week 09, 2027 1 – 5 March 2027	5 Days	Onsite	€5,200
Cairo	Week 10, 2027 8 – 12 March 2027	5 Days	Onsite	€4,100
Tbilisi	Week 10, 2027 8 – 12 March 2027	5 Days	Onsite	€5,000
Sharm El-Sheikh	Week 11, 2027 15 – 19 March 2027	5 Days	Onsite	€4,100
Porto	Week 11, 2027 15 – 19 March 2027	5 Days	Onsite	€5,700
Accra	Week 11, 2027 21 – 25 March 2027	5 Days	Onsite	€4,100
Istanbul	Week 12, 2027 22 – 26 March 2027	5 Days	Onsite	€4,500
Seoul	Week 13, 2027 29 March – 2 April 2027	5 Days	Onsite	€10,000
Amman	Week 13, 2027 4 – 8 April 2027	5 Days	Onsite	€4,100
Dubai	Week 14, 2027 5 – 9 April 2027	5 Days	Onsite	€4,500
Paris	Week 15, 2027 12 – 16 April 2027	5 Days	Onsite	€5,700
Amsterdam	Week 15, 2027 12 – 16 April 2027	5 Days	Onsite	€5,700

Frequently asked questions

What does this course cover?

OverviewISO 18295 Contact Center Management Implementation Training Course is a five-day professional course for contact center managers, supervisors, quality leaders, workforce managers, and customer operations professionals who leave with an ISO 18295 Implementation Portfolio. Participants convert customer contact center service requirements into govern…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

ISO 18295 Contact Center Management Training Course