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

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Question 1 of 30

A customer contact centre, aiming for ISO 18295-1:2017 certification, has implemented a system for collecting customer feedback. However, an internal audit reveals that while feedback is logged, there is no defined procedure for categorizing the *type* of feedback (e.g., complaint, suggestion, compliment) or for analyzing the *frequency* of specific issues raised across different communication channels. Which of the following actions would most directly address this deficiency according to the principles of ISO 18295-1:2017?

Develop and implement a documented process for categorizing all incoming customer feedback by type and frequency, and establish a regular review cycle for analyzing this categorized data to identify trends and inform service improvements.

Conduct additional training for all customer contact agents on active listening techniques to ensure more comprehensive capture of customer sentiment during interactions.

Increase the number of available communication channels to provide customers with more avenues for expressing their feedback, thereby broadening the feedback base.

Implement a new customer relationship management (CRM) system that automatically flags keywords associated with negative customer experiences, without a specific process for analyzing feedback types or frequencies.

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