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Specialist services

Contact centre standards and certification

Want proof your contact centre meets a recognised standard, or a framework to improve against? Compare suppliers of standards, audits and certification.

Each supplier shows what they specialise in, so you can shortlist quickly.

See 3 suppliers Read the buyer's guide

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3 suppliers

Suppliers with a paid listing appear first. How suppliers are ordered

  1. COPC

    • Standards & certification

    Unclaimed profile

    View profile

  2. SGS

    • Standards & certification

    Based in Australia Unclaimed profile

    View profile

  3. Snapshotz

    • Standards & certification

    Unclaimed profile

    View profile

Buyer's guide

Considering a standard or certification? What to know first

Overview

Which standards and certifications apply to contact centres?

No single certification proves a contact centre is best practice. But recognised standards give you a framework to improve against, and evidence for clients, boards and regulators.

  • ISO standards: such as ISO 18295 for customer contact centres, ISO 10002 for complaints handling, ISO 9001 for quality management and ISO/IEC 27001 for information security.
  • Payment security: PCI DSS for taking card payments. See payments and PCI compliance.
  • Industry certifications for contact centre operations, management and people.
  • CX quality frameworks for assessing the service customers receive.

Getting value

How do you get value from certification, not just a certificate?

  • Pick the standard for your goal: winning clients, satisfying a regulator or improving service.
  • Use the gap assessment: the findings are often worth more than the certificate.
  • Involve your team: standards stick when people understand why they matter.
  • Keep it current: plan for surveillance audits and recertification.

How to choose

How do you choose a standards or certification supplier?

  1. Check accreditation

    For ISO certification, use a certification body that is itself accredited.

  2. Separate advice and audit

    The firm that helps you prepare shouldn't also certify you.

  3. Ask about contact centre experience

    Auditors who know contact centres ask better questions.

  4. Understand the full cost

    Gap assessment, audit, surveillance visits and recertification.

Learn more

Want an independent view? Free ACXPA resources

FAQs

Contact centre standards FAQs

Is there an ISO standard for contact centres?

Yes. ISO 18295 covers customer contact centres: part 1 sets requirements for contact centres, part 2 for the organisations that use them.

Is certification worth it?

It can be, especially when clients or regulators expect it. Most value comes from the gap assessment and the improvements it drives.

How are suppliers ordered on this page?

Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.

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