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Sunday. 24 November, 2019 - Saturday. 30 November, 2019
Week 48
Tuesday. 26 November, 2019
11:30 am

Standards Workshop Roadshow - Gauteng

ISO 18295 (Parts 1 and 2): Customer Contact Centre Service Standards


Join BPESA for a Standards roadshow where South African Contact Centre Standards, Technical Chairperson Ms. Lynnette Morris will unpack the International ISO standards.

The ISO Customer Contact Centre Service Standards offer an internationally recognized baseline on which to run, operate and manage your centre.  South Africa is both the secretariat and convener of the ISO 18295 Customer Contact Centre Service Standards.


This workshop is intended for all Operational, HR, Analytics, WFM, Quality and Compliance Managers and Executives as well as Executives leading the centre.  In additional suppliers servicing Customer Contact Centres would be astute in attending to better understand the needs of the operation and how best to support and service these needs.


It will be a day well spent with practical take home tools and techniques to support your centre, improve efficiencies, effectiveness, staff, client and customer engagement.


The workshop will cover an overview of the standards as well drill into the key compliance items highlighted in both of the ISO 18295 Service Standards (view more below).


Workshop Dates:

Date: 26th November, 2019

Time: The Workshop will run from 11h30 – 16h30
Lunch will be served

Venue: Invest SA, Sandton

Seating will be limited, so please avoid disappointment and book today.



  • Paid-up BPESA Members – 2 no charge participants
  • Additional BPESA Member participants R350.00 per attendee (excl VAT)
  • Non BPESA Members R750.00 per attendee (excl VAT)


Should you wish to purchase a copy of the standards prior to the workshop, you can do so via the local South African Bureau of Standards SABS Site or go via the International Standards Organisation ISO site.