Advance Call: ISO 18295 – Part 1 – certifying to the new standard for customer contact centres

Advance Call will demonstrate what the practical applications of the new ISO 18295 – Part 1 – Requirements for Customer Contact Centres) standard entails and how it was implemented throughout the business.

What the delegates will be taking home from the presentation.

  • Why implement ISO 18295?
  • How Advance Call prepared for the certification process
  • Did having ISO 9001 in place help?
  • Understanding the difference between a Requirements and a Management Systems standard
  • Some do’s and don’ts

About Advance Call

Since its inception in 2001, Advance Call has contributed to improving the lives of its customers significantly by the services the company provides through its interactive customer contact centres.

The company takes pride in its motto ‘Customer Experience |  Advanced’.

Advance Call has established itself as a market leader by offering innovative solutions and exceptional service.

About the Speaker: Alan Tait

Alan holds a Mechanical Engineering degree from Stellenbosch University.  He is a past shareholder and Managing Director of Pragma Africa, where he was instrumental in establishing highly successful asset care centres.  Alan was also the Sales and Marketing Executive for Pearson South Africa, the world’s leading Education Company.

Alan served on the South African working committee responsible for developing the ISO55000 standard for asset management as well as the Global Forum for Maintenance and Asset Management.  He is a past president of the Southern African Asset Management Association and holds a certificate in Digital Marketing from the University of Cape Town.



The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.


Tel: 010 003 0020