ISO 18295-1:2017 - Customer Contact Centres Lead Auditor Quiz 01 26Jul25 - Practice Quiz

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Question 1 of 30

During an audit of a large financial services contact centre, an auditor observes that a significant proportion of agents are providing customers with outdated information regarding new account opening procedures. Further investigation reveals that the internal knowledge base used by agents has not been updated in over six months, despite several policy changes occurring during that period. The contact centre\'s documented process for knowledge base updates indicates a quarterly review cycle. Which of the following is the most appropriate auditor finding based on ISO 18295-1:2017?

Nonconformity related to the provision of inaccurate customer information due to an inadequate knowledge management system.

Opportunity for improvement in the efficiency of agent response times by streamlining the knowledge base update process.

Observation regarding the potential impact of external regulatory changes on customer communication protocols.

Minor nonconformity concerning the deviation from the documented quarterly knowledge base review schedule.

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