The truth about call centre standards
Wouldn't it be great if there was a set of call centre standards or a certification that would unify call centres all over the world?
The reality is the is no call centre industry standard, or a global certification that can guarantee you'll have a best-practice contact centre. Why? We typically refer to the contact centre as an 'industry', implying consensus and uniformity where it doesn’t really exist.
The reality is that each contact centre is unique in terms of the value it provides to the enterprise, unique in terms of the skill and knowledge of the management team and unique in terms of the centre’s culture.
But there are global standards when it comes to ISO, and there are consulting businesses and industry associations that have developed standards and certifications that can add value to your employees and your business.
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