Customer service audit

Audit of customer service departments and contact centres against ISO 18295 and UNE 338001, and review of readiness for Spain’s Customer Service Act (Law 10/2025).

Who it is for

Telecoms, utilities, transport, financial services and large companies with customer service departments, contact centres, and consultancies auditing these clients.

Signs you need it

• The adaptation period for Law 10/2025 ends on 28 December 2026 and you are not sure you comply.
• You measure response times with the provider’s data, not your own.
• You cannot trace a complaint from start to finish.
• You want to certify your contact centre or customer service.

What it includes

• Audit against ISO 18295-1 (contact centres) and, where relevant, ISO 18295-2 (organisations using them).
• Audit against UNE 338001 on quality of customer service.
• Process-based review of the operational points of Law 10/2025: channels, response times, access to a person, complaint traceability and satisfaction measurement.
• Audit of outsourced customer service providers.
• Report with findings and action plan.

Standards and models

Outcome

A customer service function audited with real data and ready for external assessment or the regulator.

Experience

I built and led an Operational Excellence department in regulated customer service (4 teams, 50 people), with three regulator (CNMC) audits passed with no nonconformities, the implementation of ISO 18295 and UNE 338001 and the adaptation of the area to Law 10/2025.