As the professional body for customer service, we develop and draw on a wide range of service related standards to support organisations and individuals in delivering excellent customer service experiences.
Standards are built into all Institute products and services to provide effective and consistent measures of service related performance. We also promote the use of other relevant standards such as the National Occupational Standards for customer service.
National Occupational Standards
The National Occupational Standards (NOS) provide an industry recognised reference framework that can be used for a variety of purposes.
We have previously played a lead role in developing the customer service and contact centre NOS. Professional bodies, skills and education focused organisations in particular draw from NOS regularly, as they are useful within recruitment and training and development.
National Occupational Standards can be used to:
Define the scope and focus of job roles
Write and review job descriptions
Benchmark individual performance
Identify individual training and development needs
Design and develop in-house training programmes / training materials
Set and appraise individual or team objectives
Align individual and team targets to organisational goals
Ensure best practice at work
Help an organisation meet the requirements for external accreditation